Good is Good, But Why Be Average? Sailing away the winter blues with ISFAA … 2015 Winter Conference

Customer Service Impacts Everyone Students Community Staff

“The customer’s perception is your reality.” Source: Kate Zabriskie

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?

WHAT DOES “CUSTOMER SERVICE” MEAN TO YOU?

Can you think of a recent customer service experience that was positive?

Can you think of a recent customer service experience that was negative?

True or False? 82% of customers leave because of poor customer service TRUE

True or False? 14% leave because of unsatisfactorily resolved disputes or complaints TRUE

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

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

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?

“Treat every customer as if they sign your paycheck… because they do.”

WHAT DOES “CUSTOMER SERVICE” MEAN TO YOUR CUSTOMER?

True or False? The customer is always right FALSE

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

True or False? Most unhappy customers do not complain to the business they’re dissatisfied with TRUE

WHO ARE YOUR CUSTOMERS?

Internal Customers Co-workers Faculty and staff Other departments on campus

External Customers Students Parents Local agencies State agencies Department of Education

SET THE TONE

What’s Your Perspective? Is the glass half-full or half-empty?

You are the Face of Your Organization Listen carefully Be positive Treat customers as if they’re the only one who matter Do your research Follow through Fake it until you make it!

Miscommunication “He stole the money”

“Seek to understand before seeking to be understood.” Source: Augustine, 4th Century

Value Diversity Appreciate unique assets Embrace differences Remember-people around us do not respond to our intentions…they respond to our behavior

True or False? Nonverbal communication isn’t as important as verbal FALSE

Nonverbal Communication Dress and appearance Hand gestures Body language Eye contact Facial expressions Tone

True or False? People make assumptions about a person within the first five minutes TRUE

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?

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 voic , give the caller a choice to either leave a message or call back

Communication Methods Phone – Return all calls within 24 hours – Be sure voic message is current Provide alternative phone number and person to call – Know your internal policies – Keep it professional Proper spelling, grammar, and punctuation

Communication Methods – 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 you wouldn’t want on the cover of the New York Times

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

Communication Methods Text Social media – Facebook – Twitter – Instagram – Tango – YouTube – LinkedIn

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

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?

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?

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?

MAKE IT EXCEPTIONAL

“There are no traffic jams along the extra mile.” Source: Roger Staubach

Your Customers Perceived needs – The customer knows what they don’t know Unperceived needs – The customer doesn’t know what they don’t know

Take the H.E.A.T. H ear them out E mpathize with them A pologize T ake responsibility

Thanks for Attending