Presentation on theme: "Delivering quality customer service thinking like a customer"— Presentation transcript:
1 Delivering quality customer service thinking like a customer The Power is MineDelivering quality customer servicebythinking like a customeracting like an ownerPresented 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 GoalEngage 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 rulesWhy???They don’t workExcellent 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 traitsWe 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 MissionTo 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 visionGoals – how we accomplish the missionIndicators – explains how we will meet the goalStrategies – 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 SupportDemanding policy climateParentsPassive acceptanceAdvocate for specific programs; scrutinize dataDemanding 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 wellGoing beyond what’s expectedAdding value and integrity to every interactionBeing at your best with every customerDiscovering new ways to serveSurprising yourself with how much you can doTaking 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 interactionsWebster; assistance and other resources company provides to people who buy or use services.
14 THE ART OF CUSTOMER SERVICE Think like a customer…. Act like an ownerPast 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 themFast serviceIgnore ( 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 servicesknow that everyone is in salesstrive to become a resource for their customersvalue their customersknow when to be flexibleBelieve in products/serviceGet excited- read literatureExpert 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 ventShow empathyAsk questionsResolve problem to the best of your ability
19 Disappoint a customer Apologize first, then deliver news End on upbeat noteRequires tact and skill- thank you!
20 Giving an estimate to a customer Be conservativeMake sure you understand the questionDon’t be overly optimisticThink like customer- rely on what’s saidI don’t know but..
21 When a mistake was made Don’t look to blame; look for solutions Acknowledge mistake and apologizeGive personal attentionTake ownership of the problemWhen 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 todayThis job is really hardThe last parent was really a painThis is the third time this week that we’ve had system problemsMy 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/officesNoWhyTitle 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 PowerWho 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.