1. ILASFAA Leaves of Change: Harvesting New Ideas 20152015 Good is Good, But Why Be Average?

2. ILASFAA Leaves of Change: Harvesting New Ideas 20152015 Customer Service Impacts Everyone Students Community Staff

3. ILASFAA Leaves of Change: Harvesting New Ideas 20152015 “The customer’s perception is your reality.” Source: Kate Zabriskie

4. ILASFAA Leaves of Change: Harvesting New Ideas 20152015 Today We’ll Discuss What does customer service mean to you? What does customer service mean to your customers? Who are your customers? How can you set the tone? Why should you make it exceptional?

5. ILASFAA Leaves of Change: Harvesting New Ideas 20152015 WHAT DOES “CUSTOMER SERVICE” MEAN TO YOU?

6. ILASFAA Leaves of Change: Harvesting New Ideas 20152015 Can you think of a recent customer service experience that was positive?

7. ILASFAA Leaves of Change: Harvesting New Ideas 20152015 Can you think of a recent customer service experience that was negative?

8. ILASFAA Leaves of Change: Harvesting New Ideas 20152015 True or False? 82% of customers leave because of poor customer service TRUE

9. ILASFAA Leaves of Change: Harvesting New Ideas 20152015 True or False? 14% leave because of unsatisfactorily resolved disputes or complaints TRUE

10. ILASFAA Leaves of Change: Harvesting New Ideas 20152015 Excuses for Poor Service It’s not my job Insufficient resources such as time or staff Lack of commitment from management I can’t do everything

11. ILASFAA Leaves of Change: Harvesting New Ideas 20152015 Excuses for Poor Service It’s another department or person’s fault No one here cares anyway I can’t handle disrespectful people It’s a bad day

12. ILASFAA Leaves of Change: Harvesting New Ideas 20152015 Why Do You Do What You Do? What motivates you? What challenges you? Who is your inspiration? What has a co-worker done in the past week that’s made you smile?

13. ILASFAA Leaves of Change: Harvesting New Ideas 20152015 “Treat every customer as if they sign your paycheck… because they do.”

14. ILASFAA Leaves of Change: Harvesting New Ideas 20152015 WHAT DOES “CUSTOMER SERVICE” MEAN TO YOUR CUSTOMER?

15. ILASFAA Leaves of Change: Harvesting New Ideas 20152015 True or False? The customer is always right FALSE

16. ILASFAA Leaves of Change: Harvesting New Ideas 20152015 What Customers Want For you to listen To be respected To receive correct information Their needs met through a wide variety of channels Honesty You to accept responsibility Prompt follow-up

17. ILASFAA Leaves of Change: Harvesting New Ideas 20152015 True or False? Most unhappy customers do not complain to the business they’re dissatisfied with TRUE

18. ILASFAA Leaves of Change: Harvesting New Ideas 20152015 WHO ARE YOUR CUSTOMERS?

19. ILASFAA Leaves of Change: Harvesting New Ideas 20152015 Internal Customers Co-workers Faculty and staff Other departments on campus

20. ILASFAA Leaves of Change: Harvesting New Ideas 20152015 External Customers Students Parents Local agencies State agencies Department of Education

21. ILASFAA Leaves of Change: Harvesting New Ideas 20152015 SET THE TONE

22. ILASFAA Leaves of Change: Harvesting New Ideas 20152015 What’s Your Perspective? Is the glass half-full or half-empty?

23. ILASFAA Leaves of Change: Harvesting New Ideas 20152015 You are the Face of Your Organization Listen carefully Be positive Treat customers as if they’re the only ones who matter Do your research Follow through Fake it until you make it!

24. ILASFAA Leaves of Change: Harvesting New Ideas 20152015 Miscommunication “He stole the money”

25. ILASFAA Leaves of Change: Harvesting New Ideas 20152015 “Seek to understand before seeking to be understood.” Source: Augustine, 4th Century

26. ILASFAA Leaves of Change: Harvesting New Ideas 20152015 Value Diversity Appreciate unique assets Embrace differences Remember-people around us do not respond to our intentions…they respond to our behavior

27. ILASFAA Leaves of Change: Harvesting New Ideas 20152015 True or False? Nonverbal communication isn’t as important as verbal FALSE

28. ILASFAA Leaves of Change: Harvesting New Ideas 20152015 Nonverbal Communication Dress and appearance Hand gestures Body language Eye contact Facial expressions Tone

29. ILASFAA Leaves of Change: Harvesting New Ideas 20152015 True or False? People make assumptions about a person within the first five minutes TRUE

30. ILASFAA Leaves of Change: Harvesting New Ideas 20152015 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?

31. ILASFAA Leaves of Change: Harvesting New Ideas 20152015 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

32. ILASFAA Leaves of Change: Harvesting New Ideas 20152015 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

33. ILASFAA Leaves of Change: Harvesting New Ideas 20152015 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

34. ILASFAA Leaves of Change: Harvesting New Ideas 20152015 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

35. ILASFAA Leaves of Change: Harvesting New Ideas 20152015 Communication Methods Text Social media – Facebook – Twitter – Instagram – Tango – YouTube – LinkedIn

36. ILASFAA Leaves of Change: Harvesting New Ideas 20152015 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

37. ILASFAA Leaves of Change: Harvesting New Ideas 20152015 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?

38. ILASFAA Leaves of Change: Harvesting New Ideas 20152015 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?

39. ILASFAA Leaves of Change: Harvesting New Ideas 20152015 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?

40. ILASFAA Leaves of Change: Harvesting New Ideas 20152015 MAKE IT EXCEPTIONAL

41. ILASFAA Leaves of Change: Harvesting New Ideas 20152015 “There are no traffic jams along the extra mile.” Source: Roger Staubach

42. ILASFAA Leaves of Change: Harvesting New Ideas 20152015 Your Customers Perceived needs – The customer knows what they don’t know Unperceived needs – The customer doesn’t know what they don’t know

43. ILASFAA Leaves of Change: Harvesting New Ideas 20152015 Take the H.E.A.T. H ear them out E mpathize with them A pologize T ake responsibility

44. ILASFAA Leaves of Change: Harvesting New Ideas 20152015 Thanks for Attending Doug Hess Senior Marketing Consultant Great Lakes dhess@glhec.org (800) 308-0161