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Work Session Leader: Joyce Hanley & Ron Paul

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1 Work Session Leader: Joyce Hanley & Ron Paul
Awareness Training Presented by Academic Affairs Presented by: Ron Paul Work Session Leader: Joyce Hanley & Ron Paul

2 Why are you here? Mandated by Cal U’s Administrative Council and the Board of Trustees Goal: promote positive interaction with our customers

3 Objectives Know how to handle inquiries (in-person and on the phone)
Know how to obtain necessary information from callers and visitors Be able to utilize the features of the phones Know how to utilize online resources

4 Agenda – Customer Service
What is good customer service? Who are our customers? Why is good customer service so important?

5 Agenda – Communication Skills
Good communication skills – what are they and why do we find it so hard to communicate? How can I improve my active listening skills?

6 Agenda – Phone Coverage
What to do when the phone rings What to say first Top 5 list of things to ask Handling transfers Putting callers on hold How do I find the right person or department? What resources are available to me?

7 Customer Service Part One

8 Customer Service What constitutes good customer service? Reliability
Confidence Empathy Responsiveness

9 Why is good Customer Service so important?
“First impressions are indelibly marked on the fabric of the mind.” Our goal is to create a positive experience for every customer.

10 Who are our Customers? External Internal Prospective Students Parents
Other interested parties Internal Staff Faculty Students

11 Self-fulfilling Prophecy

12 But my degree isn’t in Public Relations!
You come into contact with customers everywhere You are the face of Cal U – they will judge Cal U by their impression of you

13 In other words … You are Cal U !

14 Quick Check What is good customer service? Who are our customers?
Why is good customer service so important?

15 Communication Skills Part Two

16 What are the costs of ineffective communication?
Lost opportunities Mistakes/rework Confusion/mistrust

17 Barriers to Effective Communication
Environmental Verbal Interpersonal

18 Barriers to Effective Communication
Environmental – parts of your surroundings that have a negative effect on communication Verbal – ways of speaking that get in the way of good communication Interpersonal – relationship issues between people that have a negative effect on communication Stereotypes Hot buttons Attitude

19 Ways to overcome barriers
Environmental Control the setting Plan to talk when there are minimal disruptions Verbal Know what you want to say and be clear Ask questions and confirm Listen Interpersonal Set aside biases and assumptions Be alert for possible differences in perceptions

20 Hearing vs. Listening What’s the big deal?

21 Hearing vs. Listening Hearing is a physical process The ears hear. Listening is an intellectual and an emotional process. The whole body listens. Hearing is a sense of sound. Listening is a search for meaning.

22 Why don’t we listen? Interruptions
Fear of not having all of the answers Believing that you know more than the speaker The speaker pushes a hot button Pseudo-listening

23 Active Listening Confirm your understanding by repeating it
Ask questions if you are unclear about anything Read back critical information to ensure that you got it right

24 Top 10 Tips for Active Listening
10. Take notes! 9. Be a CSI! 8. Stay calm! 7. Forget about this weekend – concentrate! 6. Listen for the unspoken! 5. Don’t be judgmental!

25 Top 10 (continued) 4. Let the caller know you understand! 3. Don’t interrupt… well, unless you must! 2. It ISN’T all about you! AND 1. Be prepared!

26 There is a reason why we were born with:
2 ears and only 1 mouth!

27 Quick Check What are the three costs of poor communication?
Name three types of barriers to communication. How can you overcome those barriers? What are 5 reasons we do not listen well? Name the top 10 tips for active listening!

28 Phone Coverage Part Three

29 It’s ringing… now what?? Offer a salutation
State the name of the department Give your name (first name only, no nicknames) Offer assistance – how may I help you?

30 What’s Hot & What’s Not May I tell him who is calling, please?
May I ask what you call is in regard to? May I have your phone number, please? May I have her return the call? Who’s calling? What’s your name? Will she know who you are? What’s it regarding? What do you want?

31 Would you like to leave a message?
Full name Date and time of call Company or department or student’s name (if a parent) Their phone number The message

32 I can’t tell them what?? Do not disclose information about a student to an external caller (parents, other parties) – schedules, grades, SSNs, financial aid information, etc. WHEN IN DOUBT, DON’T GIVE IT OUT!!

33 How do you feel when someone says they will transfer you?
Transferring a Call How do you feel when someone says they will transfer you? Why do you feel that way? What is the worst that can happen? Try alternative phrases I’ll connect you with Ms. Burns now I will put you in touch with the Bursar’s office now

34 And, most importantly… Don’t hang up!!

35 Why stay on the line? Name Reason for the call and transfer
Avoid the dead-end transfer Provide the introduction Name Reason for the call and transfer Just remember – the caller can hear you the ENTIRE time – so be RESPECTFUL!

36 How to transfer a call in 5 easy steps
Tell the caller: that you are going to transfer the call the name and extension of the person you are transferring to preview the process if applicable Press the Transfer button once. Enter the extension you are transferring to. It will ring and a person will pick up. Introduce yourself and that you will be transferring a call and tell them who the caller wishes to speak with. Press the Transfer button again. Hang up! The call will automatically connect to the number you’ve transferred it to. Job well done!

37 What if I reach their voicemail instead of the live person?
Press the Resume Call button to return to the caller. Tell the caller that the party is not answering. Ask if they would like to leave a voic message If YES – tell them to follow the directions to leave a message and follow instructions again to transfer the call and hang up. If NO – tell them to call back later and hang up.

38 How to put a call on hold Ask permission FIRST!!
Press the HOLD button. To pick up again, press the Resume Call button. When you come back on the line, THANK THEM for holding. Don’t leave a caller on hold more than 30 seconds without checking back. Don’t leave them on hold more than 3 minutes EVER. Activity Have them pretend to be on hold and close their eyes. See how long it takes for them to open their eyes! Time the shortest and the longest!

39 Top Five Hot Buttons for Callers
5. I can’t I don’t know I’ll be honest with you You’ll have to AND 1. I’ll try I can’t Well heck, neither can I – that’s why I called you! I don’t know Duh… I’ll be honest with you Yeah, right You’ll have to Okay, its like calling mom and dad I'll try Really, just imagine going into Subway and they say, I’ll try to make you a sub but …..

40 What do we do with an angry caller?
Duck! Hit back! Disconnect them! These solutions render you… Powerless!!!

41 What do we do with an angry caller? Let’s try again…
Why do we get angry? Because we care about something! You have been given a gift – the opportunity to make something good happen! Just do it!!

42 Handling an Angry Caller
Use the EAR method to calm an angry caller E – Empathize A – Acknowledge/Apologize R - Responsibility

43 Show ‘em what you got! Be careful with humor! Avoid jargon!
Avoid slang! NEVER speak disparagingly about the department, the school, your coworkers! Put a smile in your voice! Research shows that people understand and respond 1/3 more quickly to positive words than negative ones

44 Wait, Wait, Don’t Tell Me…
Online Resources Quick Links Telephone Directory Organized by name and hierarchy Has name, department, title, room, phone and mailbox number Take them online to demonstrate Have them look up some things

45 Quick Check What do you say when you answer the phone?
What information should you obtain when taking a message? What are the steps for transferring a call? What are the steps for placing a caller on hold? What is the EAR method for handling angry callers? What two resources should you always have handy when answering the phones or greeting visitors?

46 Completion of Course In order to complete the course, you must successfully complete a short test on customer service and listening skills at the end of this presentation. Please use a SCANTRON form for the answers. If you do not already have one, you may request one from your work site or pick one up in Academic Affairs , Dixon 301, from 8:00 – 4:00 daily. Be sure to include your name, the department in which you work, a phone number, and address on the SCANTRON form. Return it to your supervisor. When you complete the test successfully, your Certificate will be mailed to your work site. If you do not complete the test successfully, you will be asked to review the materials and re-test. Please call Academic Affairs at x4407 with any questions. Good luck!

47 Customer Service Test One of the four characteristics of good customer service (as provided in the presentation) is: Sympathy Empathy Practicality Efficiency There are two types of customers: Staff and Faculty Internal and external Inner and outer Internal and guest

48 Customer Service Test (continued)
An example of an external customer would be: Staff Faculty Parent The goal for the training is to create a _______ experience for every customer. Memorable Positive Impressive

49 Customer Service Test (continued)
An example of an internal customer would be: Staff/Faculty Student/Parent When we provide excellent customer service, our customers are happier with their University experience, and that translates into higher enrollment and better services. True False

50 Customer Service Test (continued)
Which of the following is NOT a cost of ineffective communication: Confusion/mistrust Lost opportunities Loss of self-esteem Mistakes/Re-work The ways of speaking that get in the way of good communication are interpersonal barriers. True False

51 Customer Service Test (continued)
The parts of your surroundings that have a negative effect on the communication are environmental barriers. True False When people push hot buttons, it has little if any impact on their ability to communicate effectively.

52 Customer Service Test (continued)
Our brains are able to process words about three times as quickly as our mouths can speak the words. True False Which of the following is NOT a tip for becoming an active listener: Be prepared Listen for the unspoken Sympathize with the customer Empathize with the customer

53 Customer Service Test (continued)
You use the Transfer button when placing a caller on hold. True False When you use the EAR method for dealing with irate callers, you: Empathize, Apologize, Respond Emphasize, Apologize, Responsibility Empathize, Apologize, Responsibility

54 Customer Service Test (continued)
When taking a message, you need only get the caller’s name and phone number. True False If a parent calls and asks for a student’s schedule, you are not permitted to divulge that information to the caller.

55 Customer Service Test (continued)
When transferring a call, you should immediately hang up as soon as you have dialed the extension. True False You should never leave a caller on hold for more than 30 seconds without checking back.

56 Customer Service Test (continued)
The Telephone Directory provides both the campus location and the mailbox number for all staff and faculty. True False The interaction that a customer has with you might be the basis for their opinion of the University overall.


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