Keys to Good Customer Service

Why Customer Service is Important? School Choice = over $1.1 million leaves OJR

What is Customer Service?

Customer Service Is … The way we treat people. The way we greet people. The way we answer the phone. The look and feel of our schools. The way we go above and beyond typical job responsibilities. Making a personal connection with people. Following through to make sure customer needs have been met. Delighting people by doing more than they expect. Being a goodwill ambassador for our schools.

What Research Says About Connecting with Customers Dissatisfied customers will tell as many as 16 other people about a bad experience. Only 4% of unhappy customers bother to complain. For every complaint we hear, 24 complaints are communicated to others but not to us. In the eyes of a customer, it takes 12 positive incidents to make up for every negative one. Research Institute of America, New York

Can Goodwill Be Recovered? Research says: 54-70% of customers who complain will do business with you again if their complaint is resolved. 95% will do business with you again if their complaint is resolved quickly.

Who Are Our Customers? Our audiences could include any of the following: External Students, parents and community members Those who support or have an interest in our schools. Those who provide services to our schools. Internal Staff members in our buildings Staff members visiting from other sites

What Our School Customers Expect Tough standards and high expectations for achievement. Strong academic programs complemented by arts, technology, and relevant extracurricular activities. A safe, healthy, and caring environment for students. An overall educational program that prepares students for success in life. National School Public Relations Association

Our School Customers Also Expect … A customer-friendly atmosphere that invites and values parent and community involvement. Highly qualified teachers and administrators and well-trained support personnel who put children first. Wise use of financial resources. Accountability to taxpayers.

How Do We Treat Customers? What keeps us from offering good customer service? What motivates us to offer good customer service?

Your Role You are the frontline — people feel welcome in your school based on how you treat them. Treat others the way you want to be treated. If you are having a tough day, find ways to “vent” behind the scenes.

Are We Friendly? Do visitors to our schools feel welcome when they enter? Are staff and students polite and courteous? How do staff approach visitors in the hallways? Are people smiling and do they seem as if they are enjoying their work? What do you communicate with body language?

Am I Understanding? Do I understand who my customers really are? Do customers get my full attention or do I feel as if they are interrupting me? Do I listen more than I talk? Do I treat every customer with respect? Do I welcome parents into my school or classroom?

Do You Look Like You Care? What does it look like when you care? How are employees dressed? What does the reception area of your school or building office look like? Is it neat and tidy? Does your school have a kid-friendly appearance? Do students get priority attention? Is student art, writing or other work displayed? What impressions do visitors leave with?

What does body language say? What does it look like if someone is: Defensive vs. Open and Inviting. Disinterested vs. Engaged. Nervous or Impatient vs. Calm and Focused.

Telephone Tips

Voice Power When the phone rings, the sound of your voice is your most powerful customer service tool. Your voice may be the first connection they have to your school. Be friendly and smile 

Image-making Telephone Techniques Answer the phone promptly. Offer a greeting; identify yourself and your school or department. Offer assistance. Personalize the conversation with the caller’s name. If someone leaves you a message: Listen carefully to the message (Get the correct name and number, and record the date and time of the call). Respond to calls promptly. When you return the call, thank the person for calling.

Things to Consider Callers may not be familiar with the area, city or state. Callers may not be aware of the many things that occur in the front office (phones ringing, staff and student support or announcements over the loudspeaker) so offer to call them back if it is extremely busy.

Putting Callers on Hold Explain why you need to put the caller on hold and ask permission first. If you keep the caller holding longer than 30-45 seconds, return with an update and ask if he or she wants to continue holding. Use the hold button rather than covering the phone with your hand or setting it on the desk.

Transferring Calls Don’t transfer a caller unless you know where to transfer the call. Be sure the caller wants to be transferred. Explain why and to whom you are transferring the call. Be sure someone is available to take the call or let the caller know that they will reach a voice mail. Don’t cut the caller off and simply transfer the call.

Screening Calls Don’t interrogate the caller — “What are you calling about?” — instead try, “May I tell her what you are calling about?” If the person they are calling is unavailable, explain why and offer assistance. “I’m sorry; he’s out of the building right now. Can I help you or put you through to someone else?” Offer to take a message or put the caller through to voice mail, if appropriate.

E-Mail Etiquette 12 Tips For Improved Email Communication

Answer quickly Make sure your email includes a courteous greeting and closing Keep message brief and to the point Don’t use all CAPITAL LETTERS

Don’t use e-mail as an excuse to avoid personal contact Remember that email isn’t private Be sparing with group e-mail Use C.C. and B.C.C. appropriately

Use the subject field to indicate content and purpose Remember that tone can’t be heard in an email Spell check

Be concise and to the point Use proper spelling, grammar and punctuation Read the email before you send the send it

Do not overuse “Reply to All” Avoid use of abbreviations and emoticons Do not use email to discuss confidential information

Do not default to “Reply to All” Use a signature that includes contact information Always end your email with Sincerely, Best Regards

If your email is emotionally charged, wait to hit “reply” Email unto others as you would have them email unto you!