Sandusky City Schools’ Customer Service Initiative

Professional Development

Dr. Eugene T. W. SandersSuperintendent and Chief Executive Officer

Customer ServiceFriday, August 30, 2013

Mrs. Faith Denslow

Board-President

Welcome

Goals

Understand the Importance of Customer ServiceIdentify Internal & External Customers

Our Customer Service = Our SuccessStudent Achievement in relation to our

Customer Service

Listen to feedback and answer questions about our schools and plans for transformation,

change and reform

Our Students, Their Families

WHO ARE

CUSTOMERS?

The most

important

person in any

business!• Our students• Their

caregivers• The

community

FACTS......... ABOUT CUSTOMERS

• Customers will go where they receive the best attention.. HENCE, WE MUST BE OUR CUSTOMERS’ BEST CHOICE!

• Typical dissatisfied customer will tell 8-10 people

• 7 out of 10 complaining customers will do business with you again if you Resolve the complaint.

• Human beings with

feelings & deserve

to be treated with

respect

• A person that comes

to us with their

needs and wants. –

It is our job to fill

them!

• They deserve the

most courteous

attention that we

can give them.

Types of customers• Internal: Group of people you may interact with/serve within the

organization

o Principals, teachers, studentso cafeteria workers, IT, custodial workers, o Transportation, office staff, departmental..etc.

• External: Someone who comes to your organization for products or services

o Parents: Choiceo Open enrollment in other districtso Home Schoolo Online Learning

o The Community• Levy supporters, area business’, local government

Complaint Handling• Appreciate and thank the

customer for the feedback• Offer an apology for

inconvenience, error or mistake• Show empathy- put yourself in

their place

• Listen actively(in person: nod; phone: interjections showing your interest)

• Resolve- if it’s within your control, if not, bring it to the attention of the appropriate person

• If not an immediate resolution- take down the customers: name, number, address to Follow Up

* Don’t take it personal!!!

Complaint Handling• Angry Caller/ Front

Office: o Let them finish; don’t interrupto Be firm yet politeo Always Remain Professional

* Don’t take it personal!!!

Transforming our schools to meet the Global Challenge in the 21st Century

• Meeting the needs of parents regarding the Sandusky City Schools educational experience

• Partnering with leading industries to create aligned priorities for student growth, economic viability, and building families who live, work,

and play in Sandusky

Transforming our schools to meet the Global Challenge in the 21st Century

• Reinventing public education in Sandusky

• Reassessing our commitment to meet the expectation of global economy

Next Level

Photo courtesy of Tim Fleck

Role Play

Great Qualities  

• Accuracy • Friendliness

• Timelines• Efficiency• Courteous• Honesty

When on the phone:• S- Smile- as if the person is standing in

front of you. It does show in your voice.

• M- Manners- Give a greeting and the name of the department and your name. Always ask before placing a call on hold

• I- Inflection- use properly

• L- Language- use language the caller understands

• E- Ending- let the caller end the call. Never hang up first

EXCELLENT CUSTOMER SERVICE

When a customer gets a little more than what

 he/she expected, Good Service Becomes Excellent ServiceQuotes:

• Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves." - Steve Jobs, Apple

• "It is not the employer who pays the wages. Employers only handle the money... It is the customer who pays the wages."- Henry Ford, Ford Motor Company

• "We see our customers as invited guests to a party, and we are the hosts. It's our job to make the customer experience a little bit better."- Jeff Bezos, Amazon.com

• "The best way to find yourself is to lose yourself in the service of others." - Mahatma Gandhi

$1 Million Gift from the Dorn Foundation

Sandusky City Schools’ OUR PRIORITIES

Create Competitive Choices for Students and Families:

Regional Center for Advanced Academic Studies

Compass Academy

Sandusky City Schools’OUR PRIORITIES

The District’s Transformation Committee

The Next Level Academic ModelBuild on our tradition, pride, and spirit

of excellence (marketing and communication)

Blended Learning Opportunities (increase in technology as a learning

tool)

New!!All Building Comment Card

Box5- Elementary bldgs. - located near main entry door in each building

1-SCC- Outside office door

1-SMS- top of the steps near the office

2-SHS- located outside of the main office door & at the rear hall intersection of cafeteria and gym

1-RCAAS- located near main entry door

1-Admin. Bldg.- located near main entry door

Sandusky City Schools District Phone Greeting

Admin Asst:Good Morning/Afternoon. Thank you for calling “location”, where we value pride, tradition and excellence. This is “surname” how may I help you?

Transferred Calls Procedure:Provide caller the assigned extension/phone number for the requested staff member. Press transfer, dial extension, and speak to staff member at that extension.

Admin Asst:Hello, “staff member name”. “Surname of caller”, I

understand you have question about “X”. I am transferring you now.Staff member call is transferred to:

Hello, this is “staff member surname”.“Surname of caller”, I understand you have a question

about “X”.Response Times

Phone calls: 24 HoursEmail: 24 Hours

Written Communication: 7 Business Days

Tips for Good Customer Service• SMILE• Be

Presentable/ well groomed

• Make eye contact if in person

• SMILE• Be a good

listener and Show interest

• Make them feel important and appreciated

• SMILE• Identify and

anticipate needs

• Be Knowledgeable

• SMILE• Save them

time; Resolve Issues

• Use positive, verbal, body language

Our Purpose, Our Goal, Our Success!

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