“Seek to understand before seeking to be understood.” Source: Augustine, 4th Century
Value Diversity Appreciate unique assets Embrace differences Remember-people around us do not respond to our intentions…they respond to our behavior
True or False? Nonverbal communication isn’t as important as verbal FALSE
Nonverbal Communication Dress and appearance Hand gestures Body language Eye contact Facial expressions Tone
True or False? People make assumptions about a person within the first five minutes TRUE
Assumptions Are you knowledgeable? Can I trust you? Do you have the authority? Are you friendly and personable? Are you as disorganized as your desk looks?
Communication Methods Phone – Answer within three rings, if possible – Before placing a call on hold or transferring, ask permission – Avoid transferring a caller Don’t “blind transfer” calls Repeat the issue that was communicated by the customer If you get a voicemail, give the caller a choice to either leave a message or call back
Communication Methods Phone – Return all calls within 24 hours – Be sure voicemail message is current Provide alternative phone number and person to call Email – Know your internal policies – Keep it professional Proper spelling, grammar, and punctuation
Communication Methods Email – Keep it concise – Avoid unnecessary file attachments – DO NOT USE ALL CAPITAL LETTERS – Be careful of “Reply to All” – Don’t put anything in an email you wouldn’t want on the cover of the New York Times
Customer Complaints Example – Great Lakes’ Customer Experience Tracking All complaints go into a database and it’s reviewed by management Area impacted must remit back into them if it was isolated or systemic
Communication Methods Text Social media – Facebook – Twitter – Instagram – Tango – YouTube – LinkedIn
What People Won’t Always Say I appreciate everything you’ve done I couldn’t have gone to school without you You’ve made such a difference Thanks for resolving that issue so I can do my job better
Meet Danny Danny is in your office because his bill from the fall semester has a balance due of $1,361. Last year, he received an external scholarship of $1,200 per semester. You’ve received nothing indicating it was renewed for this year. How do you assist Danny?
Meet Lonnie Chisenhall Lonnie comes in and explains his mom called him last night & told him to go to the Financial Aid Office to “fill out a form”. He hasn’t a clue as to what form he needs & takes a call on his cell phone while in your office. How do you assist Lonnie?
Meet Mr. Cabrera You’re on the phone with Mr. Cabrera and he’s upset because he “can’t get a straight answer out of anyone”. His daughter’s engineering scholarship isn’t subtracted on her bill. You don’t see where it was renewed. How do you assist Mr. Cabrera?