1. The Five Cs of Customer Service

2. Always Remember, The Students Are The Reason We Have a Job

3. Commitment

4. Courtesy Counts Say Please, Thank You and You’re Welcome
Say Excuse Me and I’m Sorry
Use a Person’s Name When You Know It
Use Yes Rather Than Yeah
Say it with a Smile

5. Doing The Right Thing: Ethical Issues
Always Be Honest
Always Be Truthful About Your Services and Policies
Do the Right Thing
Do What You Say You Will When You Say You Will
Stay Accountable for Your Actions

6. Business NOT As Usual Be helpful and enthusiastic
Keep your facial expression friendly
Say it with a smile
Do everything with integrity
Never give a student/parent a reason to lose trust in us.
Attitude is everything- make sure your is positive.
Always remember: The students are the reason we have a job.
Think about the truth in these words. It is always important to appreciate the students, but things take a downturn, showing your appreciation to each and every one takes a more important , literal meaning.

7. Communication

8. Saying What You Mean And Meaning What You Say
Choose the Right Words
Make Sure Your Tone Fits the Message You Are Sending
Add Welcome Words to Your Vocabulary
Keep Business Conversation Professional
Choose the Right Words- Think before you speak. Choose words that the listener will understand.
Add Welcome Words-”yes”, “Sure, I can”, “definitely”, and “absolutely”

9. What You Don’t Say: Nonverbal Communication
Remember that actions Speak Louder Than Words
Smile Often
Make Eye Contact
Maintain a Relaxed, Open Demeanor
Keep Your Energy Level Steady
Choose healthy foods that will give you long-lasting energy. If you feel drowsy, breathe deeply and do a few stretches. Maintaining good posture helps keep your energy level up.

10. String Exercise
Pretend you a string attached to the top of your head. Imagine the string is being pulled straight up until you are standing/sitting tall and holding your head in a comfortable position. When you feel yourself slumping, do the string exercise.

11. Putting Words Together: Grammar Usage
Reflect the District Personality
Speak Clearly
Use Everyday Language
Avoid Using Slang, Jargon, Company Terms, and Technical Language
Reflect- choose words that reflect our personality… helping children learn
Speak- Say “Hello” or “Hi” in place of “Hey man”

12. Asking the Correct Questions and Answering the Questions Correctly
Ask Closed Questions to Control the Conversation
Before Answering a Question, Make Sure You Understand It
Try to Give More Than a One-Word Answer

13. When A Parent/Students Has A Concerns
Listen to the Concern/Objection
Acknowledge the Objection
Follow Up With A Question
Consider the Response

14. Listening Actively Focus Entirely Listen Completely
Handle Interruptions Professionally
Remain Objective; Do not Judge
Listen for What Is Not Said

15. Key Points Actions always speak louder than words
Honesty is always the best policy.
To the students/parents you are the District
Represent the District well by Communicating effectively
Never do anything to cause a student/parent to lose trust in you.

16. Creativity

17. Before we jump in with both feet and learn how to build and maintain positive relationships, we need to take a step back and identify the answers to the important questions. Who are your customers? What do they expect from you? How do the products and services enhance their lives?
Discuss and answer the questions. Then you will have a better idea of how to establish a rapport. This will give information to fid common ground and begin building relationships.

18. Building and Maintaining Positive and Strong Relationships
Establishing Rapport
Interacting Positively with Customers
Identifying Customer’s Needs
Making the Customer Feel Valued
Maintaining Ongoing Relationships
Different Strokes: Handling Different Types of Situations
By learning these six steps you will learn how to build and maintain positive and strong relationships with all customers

19. Establishing Rapport
Be Considerate
Be Trustful
Find Common Ground

20. Interacting Positively
Be Helpful
Be Committed
Be a Problem Solver
Be Credible
Believe in Your Products

21. Identifying Needs Ask Questions Summarize Needs
Recommend Appropriate Solutions
Handle Objections

22. Valuing the Customer Go Out of Your Way Validate Decisions
Instill Positive Feelings

23. Maintain Ongoing Relationships
Remember the Customer
Learn Names
Remember Something About Them
Learn Preferences
To help remember names, when you are introduced repeat the person’s name. “I’m pleased to meet you, George.” Use the name a couple of times during conversation, “George, you mentioned that….” After the person leaves, think of something that will help you remember the name.

24. Handling Different Types
The Pushy- Remain Calm
The Timid- Be Patient
The Overly Friendly, Flirty- Be Professional
The Culturally Different- Be Tolerant
People with Disabilities- Be Respectful
When you learn to interact with different types of people and personalities, you will confidently handle any situation. By building and maintaining positive relationships, you are on your way to providing great customer service.

25. Face-to-Face Contacts
Seeing Eye to Eye
Face-to-Face Contacts

26. Think about some places you went to recently
Think about some places you went to recently. What was your first impression? Did you notice that some of them seemed to invite you inside with warmth, while other felt so chilly you could not wait to leave?
What did the employees do that made you feel welcome?
What aspects of the business appearance made you feel welcome?

27. Think about the image your office presents
Think about the image your office presents. Mentally walk through your office from a visitor’s viewpoint. Start by walking through the same door that visitors would use.
What do visitor see when they first walk into your office?
How easy is it move about?
How accessible? Is the traffic flow sensible?
Is everything clean?

28. Try to create a focal point when visitors enter your office
Try to create a focal point when visitors enter your office. Create something that is memorable.
Decorate your office in a style that suits the image you are trying to project.
Pay close attention to cleanliness and organization,
Think about the total package you present: courtesy, attitude, appearance, manner of speaking, body language, listening skills, interest, and ability to build strong relationships

29. Saying It with a Smile:
Telephone Contacts

30. Key Points Putting Your Best Ear Forward Saying Hello: The Opener
Between Hello and Goodbye: Helping
Saying Goodbye: The Closer

31. Putting Your Best Ear Forward
Listen to opening statement
Write down key points
Listen without interrupting
Give your full attention

32. Saying Hello- The Opener
Answer on the first ring
Give the districts name, your name, and an opening statement or question
Assure the caller you can help
Work on relationship building from the beginning of the contact.

33. Between Hello and Goodbye
Summarize the opening statement
Verbalize what you are doing
Put your personal touch into the contact
Before a lengthy pause, tell what is happening
When putting on hold, explain why

34. Saying Goodbye- The Closer
Recap what you are going to do
Gain acceptance
Ask if you can help with anything else
Give your name again
Thank the caller

35. Consistency
Parents/Customers may be difficult to deal with. They may be update because something was mishandled, frustrated by a delay in handling a request, impatient about response time, or maybe having a bad day and taking their frustrations out on you.

36. Five Step Process
What is going on: Determine the Reason for the Problem
What caused the problem: Identify the Root Cause
What can I do: Rectify the Situation
What can I say: Restore the Relationship
What needs to be done: Fix What Needs to Be Fixed

37. Determine the Problem Apologize
Restate the Customer’s Opening Statement
Listen Carefully
Write Down Key Details
Display Empathy
Remain Composed
Apologize- “I’m sorry” should be the first word out of your mouth
Restate- Customer may be rambling- restate to make sure on the right track
Listen- w/o interrupting
Write down- Pay attention to the clues
Display empathy- Let customer know you understand their feelings, Reassure again that you will help.

38. Remember:
In most cases, the difficult customer is not angry with you personally. Even if the customer refers to the district as you, and you know you were not personally the cause of the problem, remember that the customer sees you as the district. Focus solely on solving the problem to keep from becoming defensive.

39. Identify the Root Cause
Investigate the Situation
Determine if the Parent/Customer Has a Valid Complaint
Apologize Again if Necessary
Explain What Happen
Explain what happen- Be truthful, even when it was our mistake. Covering up, being evasive or lying is never a good practice.

40. A Valid Complaint
Is this a one-time complaint, or is the customer a chronic complainer?
What is your previous relationship with the customers?
Does the customer do enough business with you to make the aggravation worthwhile?
Is this person a new customer you want to keep?
Each case will be different. You need to determine what are valid complaints. Think about he following questions and come up with some guidelines for handling scenarios:

41. Rectify the Situation
Tell the parent/customer what you are going to do solve the problem.
Focus on what you can do
Offer your best solution
Never assign blame
Show compassion
Offer an alternative solution

42. Taking the time to adequately explain your solutions will help you communicate more effectively.
Tell what you can do and also explain why that is the best solution.

43. Restore the Relationship
Thank the customer for allowing you the opportunity to make things right
Tell what you will do to avoid future problems
Offer some sort of comprehension or restitution
Make a follow-up call or visit

44. Fix What Needs To Be Fixed
Analyze what went wrong
Review your policies and procedures
Change to make things better

45. When Someone Complains, Look at It as an Opportunity to Improve

46. ComPleteness
The Total Package

47. Take Responsibility for Your Actions
Become the Person You Want to Be
Set Goals for Yourself
Keep Looking Forward
Measure Your Own Level of Performance
Keep Striving
Be a Good Listener
Enjoy Each Day

48. The Essence of Service is Having Heart!
Honesty: Tell the truth. Do the right thing. Be trustworthy. Empathy: Put yourself in the other person’s shoes. Listen. Care. Appreciation: Look for the good in people. Express gratitude. Respect: Show care, concern, and consideration. Tolerance: Rather than judge others, accept their differences.