CUSTOMER SERVICE How to provide the best customer service NEOPHYTE 2018 Presented by: Danette Burgess Assistant Director, American University
What is customer service? The assistance and other resources that a company provides to the people who buy or use its products or services. Source: www.dictionary.com
Why is customer service important? Customers make our job possible Good customer service = satisfaction, pleasant impression of the office, university and staff Poor customer service = complaints, families being misinformed
Think Like a Customer Put yourself in their shoes When someone calls or comes in for customer service they are looking for: Questions to be answered Problems to be resolved Primarily looking for an empathetic and listening ear Solutions and assistance to reach a particular goal
How do you provide “GOOD” customer service? SMILE- first impressions are most important (in-person OR by phone) POLITE- always look a person in the eye, respond politely (pick-up on social cues) LISTEN- allow customer to talk and provide info about their concern (read between the lines) SUMMARIZE - reiterate what they told you for clear understanding 5. PROMISE- only what you CAN deliver
Be a Good LISTNER
Solve Problems, Don’t Create Barriers Tell them what you can do, not what you can’t! I’m not the right person to help you… I can transfer you to the department I don’t know… I can call you back with that information I’m not authorized to do that… I’ll can ask my supervisor for authorization I can’t give you an answer right now… I will try to locate an answer or give you one as soon as I know
Using the Right Language Try not to use “Command” language… “Give me your student ID number” Can you provide me with your student ID number please? “Your name” May I have your name please? “Hold please” May I place you on hold please? Thank you!
UPSET STUDENTS AND FAMILIES
Tips to Deal with an Irate Customer Don’t take it personal Remain calm Use your best listening skills Actively sympathize Apologize gracefully Find a solution Take a few minutes to explain how your are going to resolve the issue (if an issue exists) You can not control what someone says, but you CAN control how you react to it!
Turn NO to Yes Is their a way to get it done? Can you go the extra mile? Identify creative ways to help your customers Fulfill all reasonable requests
Conclusion Make every customer feel important Good customer service is critical to perception Think like a customer Be a good listener Follow up and follow through Turn “No” into “Yes” Go the “extra mile”
Danette Burgess Assistant Director American University burgess@american.edu