Presentation on theme: "Work Session Leader: Joyce Hanley & Ron Paul"— Presentation transcript:
1 Work Session Leader: Joyce Hanley & Ron Paul Awareness TrainingPresented by Academic AffairsPresented by:Ron PaulWork Session Leader: Joyce Hanley & Ron Paul
2 Why are you here?Mandated by Cal U’s Administrative Council and the Board of TrusteesGoal: 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 visitorsBe able to utilize the features of the phonesKnow 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 ringsWhat to say firstTop 5 list of things to askHandling transfersPutting callers on holdHow do I find the right person or department? What resources are available to me?
16 What are the costs of ineffective communication? Lost opportunitiesMistakes/reworkConfusion/mistrust
17 Barriers to Effective Communication EnvironmentalVerbalInterpersonal
18 Barriers to Effective Communication Environmental – parts of your surroundings that have a negative effect on communicationVerbal – ways of speaking that get in the way of good communicationInterpersonal – relationship issues between people that have a negative effect on communicationStereotypesHot buttonsAttitude
19 Ways to overcome barriers EnvironmentalControl the settingPlan to talk when there are minimal disruptionsVerbalKnow what you want to say and be clearAsk questions and confirmListenInterpersonalSet aside biases and assumptionsBe alert for possible differences in perceptions
21 Hearing vs. ListeningHearing 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 answersBelieving that you know more than the speakerThe speaker pushes a hot buttonPseudo-listening
23 Active Listening Confirm your understanding by repeating it Ask questions if you are unclear about anythingRead 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!
29 It’s ringing… now what?? Offer a salutation State the name of the departmentGive 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 nameDate and time of callCompany or department or student’s name (if a parent)Their phone numberThe 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 CallHow 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 phrasesI’ll connect you with Ms. Burns nowI will put you in touch with the Bursar’s office now
35 Why stay on the line? Name Reason for the call and transfer Avoid the dead-end transferProvide the introductionNameReason for the call and transferJust 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 callthe name and extension of the person you are transferring topreview the process if applicablePress 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 messageIf 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.ActivityHave 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’tI don’t knowI’ll be honest with youYou’ll have toAND1. I’ll tryI can’tWell heck, neither can I – that’s why I called you!I don’t knowDuh…I’ll be honest with youYeah, rightYou’ll have toOkay, its like calling mom and dadI'll tryReally, 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 callerE – EmpathizeA – Acknowledge/ApologizeR - 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 ResourcesQuick LinksTelephone DirectoryOrganized by name and hierarchyHas name, department, title, room, phone and mailbox numberTake them online to demonstrateHave 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 CourseIn 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 TestOne of the four characteristics of good customer service (as provided in the presentation) is:SympathyEmpathyPracticalityEfficiencyThere are two types of customers:Staff and FacultyInternal and externalInner and outerInternal and guest
48 Customer Service Test (continued) An example of an external customer would be:StaffFacultyParentThe goal for the training is to create a _______ experience for every customer.MemorablePositiveImpressive
49 Customer Service Test (continued) An example of an internal customer would be:Staff/FacultyStudent/ParentWhen we provide excellent customer service, our customers are happier with their University experience, and that translates into higher enrollment and better services.TrueFalse
50 Customer Service Test (continued) Which of the following is NOT a cost of ineffective communication:Confusion/mistrustLost opportunitiesLoss of self-esteemMistakes/Re-workThe ways of speaking that get in the way of good communication are interpersonal barriers.TrueFalse
51 Customer Service Test (continued) The parts of your surroundings that have a negative effect on the communication are environmental barriers.TrueFalseWhen 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.TrueFalseWhich of the following is NOT a tip for becoming an active listener:Be preparedListen for the unspokenSympathize with the customerEmpathize with the customer
53 Customer Service Test (continued) You use the Transfer button when placing a caller on hold.TrueFalseWhen you use the EAR method for dealing with irate callers, you:Empathize, Apologize, RespondEmphasize, Apologize, ResponsibilityEmpathize, Apologize, Responsibility
54 Customer Service Test (continued) When taking a message, you need only get the caller’s name and phone number.TrueFalseIf 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.TrueFalseYou 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.TrueFalseThe interaction that a customer has with you might be the basis for their opinion of the University overall.