1. Delivering quality customer service thinking like a customer
The Power is Mine
Delivering quality customer service by
thinking like a customer
acting like an owner
Presented by: Cynthia Hamlet

2. Quality in a service or product is not what you put into it
Quality in a service or product is not what you put into it. It is what the client or customer gets out of it. ~PETER DRUCKER

3. We will not create a set of rules
Goal
Engage in interactive dialogue to create systems that make customer service less of a reaction but an action that is defined by circumstances!!!
We will not create a set of rules
Why???
They don’t work
Excellent service starts with the attitude of the individual service provider

4. Good Customer Service
… is more than personal courtesy and a quality product. However, it cannot exist without these traits
We must go beyond traits and attributes and address customer service as a process, almost as if it were alive

5. Foundational Questions
What business are we in?
Why do our individual positions/we as employees exist?

6. BCPS Mission
To provide a quality education that develops the content knowledge, skills, and attitudes that will enable all students to reach their maximum potential as responsible, life-long learners and productive citizens.

7. Blueprint for Progress
Mission supports vision
Goals – how we accomplish the mission
Indicators – explains how we will meet the goal
Strategies – what we will do to accomplish this

8. … possess excellent human relations skills …
Job Description
… possess excellent human relations skills …

9. History of Customer Service in Schools
Community Support
Demanding policy climate
Parents
Passive acceptance
Advocate for specific programs; scrutinize data
Demanding consumers; high standards; paid helpers

10. Activity Customer services means…
Begin with a verb; use each card once; all have at least four words

11. Customer Service Means…
Doing ordinary things extraordinarily well
Going beyond what’s expected
Adding value and integrity to every interaction
Being at your best with every customer
Discovering new ways to serve
Surprising yourself with how much you can do
Taking care of the customer like you would take care of your family member

12. One Common Definition…NO…
Why isn’t there one common definition?
All put energy and enthusiasm into interactions
Webster; assistance and other resources company provides to people who buy or use services.

13. Activity: Apples
Challenges
Distractions
Issues
Concerns

14. THE ART OF CUSTOMER SERVICE
Think like a customer…. Act like an owner
Past month -excellent service? How did you feel?
Poor service- How did you feel?
How did you feel?
Think about the past month and a time you received poor service?

15. What do customers want? Customers want… You to pay attention to them
You to listen carefully to them
Fast service
Ignore ( talk with Colleague, complete tasks, catch up)
Listen (what person wants)
Fast (everyone busy want solutions and keep promise)

16. How do owners act? Owners…
show excitement about their product and services
know that everyone is in sales
strive to become a resource for their customers
value their customers
know when to be flexible
Believe in products/service
Get excited- read literature
Expert in field

17. BCPS Reality Check Circumstances dictate our actions
Mission – to deliver consistent, outstanding customer service

18. Angry customer on phone or in person
Let customer vent
Show empathy
Ask questions
Resolve problem to the best of your ability

19. Disappoint a customer Apologize first, then deliver news
End on upbeat note
Requires tact and skill- thank you!

20. Giving an estimate to a customer
Be conservative
Make sure you understand the question
Don’t be overly optimistic
Think like customer- rely on what’s said
I don’t know but..

21. When a mistake was made Don’t look to blame; look for solutions
Acknowledge mistake and apologize
Give personal attention
Take ownership of the problem
When a mistake is made customer doesn’t care who- wants solutions

22. Deadly statements I’m having a terrible day We are short staffed today
I am only working half day today
This job is really hard
The last parent was really a pain
This is the third time this week that we’ve had system problems
My co-worker messed up!
Turn into something that will satisfy.

23. In sync with your administrator
Is there one set of rules that will work in all schools/offices No
Why
Title I vs Affluent

24. Link KISS METHOD What do you want me to keep doing?
What do you want me to improve?
What do you want me to start doing?
What do you want me to stop doing?

25. Who, what, where, when, why, how
Why should I care?
Why should I help?
What should I improve?
Why is this important?
When should I do this - now or at all?
Why does my performance matter?
Why should I continue to work here or do my best?
Who does my performance impact?
How do I contribute to this office’s/schools success?
Where do we go from here?

26. Power
Who has the power to make a difference in the quality of service I deliver?
What is the most important change I can make based on what we discussed?
What steps will I take to achieve this change?
Affirmation w/o action is delusion.