1. Presented by Jason Kahn Director, School Relations “Who Dis” Customer Service: Your Gateway to Success

2. What are you selling?  Because Customer Service is one of your primary products, it is important to take some time to discuss the basic skills that constitute excellent customer service.  This training is meant to be an interactive dialogue to share some of CLC’s best practices and perhaps learn some of your best tips!

3. Just the Facts  11 = Average number of people who will hear about a bad customer service experience.  55 = Average number of times that experience will be retold.  96 = Percent of upset customers who will not report their poor service to the company.

4. Just the Facts  10 = Percentage of customers who are willing to spend extra for good customer service.  68 = Percentage of people who take business elsewhere due to poor customer service.  5X = Amount it costs to acquire a new customer vs. a repeat customer.

5. Do the Math $17,816,000 x 4 $71,264,000. 00 New student applications cancelled due to poor customer service each year 1,000 x.68 680 $26,200 x 680 $17,816,000 Annual Tuition Incoming tuition lost per year Tuition lost over a 4-year enrollment period from poor customer service received in the first year Calculation assumes 1,000 new students with 68% receiving bad service

6. Customer  Internal  _______________________  External  _______________________

7. What is Customer Service? Name your favorite companies and write down why they are your favorite: ____________________________________

8. Thank You! Take a moment to write a brief thank note to one of your favorite companies.

9. Thank You! What words did you use to describe the service you received?

10. Customer Service Teams What do you think your particular job contributes to the service and ultimately to the success of your organization or department?

11. Customer Service Teams Give four examples of customer service that your organization offers to help customers. 1.___________________________________________ 2.___________________________________________ 3.___________________________________________ 4.___________________________________________  Now go back to the examples above and list the Team Members who help make this happen.

12. Customer Service Teams What kind of things can lead to a breakdown in the team and the service level? _____________________________________ What can you do to help the Team avoid delivering poor service? _____________________________________

13. Positive and Effective Communication Practices  Always show respect  Ask effective questions  Put yourself in their shoes  Be optimistic  Be honest  Be clear and concise  Be correct  Practice reflective listening

14. Positive and Effective Communication Practices  Manage your emotions  Remain calm  Practice responsible assertiveness  Ask for advice  Refrain from personal attacks  Avoid workplace gossip  Prepare

15. This call is for you... Because much of our service is provided over the phone, let us review telephone etiquette. 1.“Hello, this is _____ from XYZ College, how may I help you? 2.Take the time to understand the whole process, not just your role. 3.Have the customer information in front of you. Be prepared for questions.

16. This call is for you... 4. Enthusiasm has a ripple effect! What curbs your enthusiasm? How can you make the situation better? 5. Establish a rapport with the customer. What are some things you can say to make a connection? 6. Speak “slowly and clearly” Practice the 180 word statement (Handout #1)

17. This call is for you... 7.Be aware of your tone; are you friendly and positive? 8.Explain what you are doing to assist. 9.Appear helpful, even if you cannot answer all the questions. Point them in the right direction to get the answer they need. 10.Never give an answer if you are unsure of the accuracy. It is okay to ask them to hold or if you can get back to them.

18. This call is for you... 11.Never say negative things about a co-worker, partner or competitor. You are part of a team. 12.Ask if you can help with anything else. 13. If you must transfer, always tell the caller to whom you are transferring him/her. Ask if voice mail is okay. Make a “warm” transfer. 14. Give 110% and exceed expectations.

19. Complaints There are many times when the customer may be upset or have a complaint. This is your chance to show your skills!

20. Complaints What are some of the do’s and don'ts when handling a difficult customer? DOs _____________________ DON’Ts _____________________

21. Challenges Who are some of the challenging customers you encounter? How can they best be handled? ChallengingHow to CustomerHandle ________________________________________________

22. Case Studies What things did this company do right to make this a positive customer service experience? Who made this possible? Will this be a repeat customer?

23. How do you rate? Time to rate your customer service level: On the next page, make a list of the top 10 quality traits. Rate you performance in each area (1 – 5). What are your strengths? Your weaknesses?

24. How do you rate? My Top 10 quality traits: Rate your performance in each area (1 – 5) ________________________________________

25. How do you rate? StrengthsNeeds Improvement 1________________________________________ 2________________________________________ 3________________________________________

26. How do you rate? Service Tips from the Group! __________________________________________________

27. Make a Contract with the Customer Formulate a couple of statements of quality customer service that be can be used as a “promise” to your customers. __________________________________________________

28. The Student Is…  The most important person on campus. Without students, there would be no need for the institution.  Not a cold enrollment statistic, but a flesh and blood human being with feelings and emotions like our own.  Not someone to be tolerated so that we can do our thing. They are our thing.  Not dependent on us. Rather, we are dependent on them.  Not an interruption of our work, but the purpose of it. We are not doing them a favor by serving them. They are doing us a favor by giving us the opportunity to do so. School HotlinePLUS Stafford Hotline Consolidation Hotline 1.888.972.63141.888.972.0852 1.888.771.3596 Lender Code: 833733

29. What do we do at CLC? One Call Promise - At CLC, we will never hand the problem off to schools or students. Callers do not have to look for answers elsewhere, call different agencies, or spend hours of time playing phone tag with other lenders, servicers, guarantors, or schools. All it takes is one call to us, and we'll take care of the rest. Students work individually with the same loan counselor throughout the application process, and with knowledgeable, responsive customer service available 24 hours a day, 7 days a week, our staff is always available to meet borrower and school needs with the efficiency and accuracy.

30. Contact Information Jason Kahn Director, School Relations  781-558-1605  jkahn@collegeloan.com