Unlocking Sensational Service Tools for Tapping into Your People Power Lisa Jensen – Director of Human Resources Tony Sanders – Chief of Communications

The U-46 Customer Service Standards

Unlocking Sensational Service U-46 Customer Service Standards n Friendliness. n Empathy and Understanding. n Fairness. n Options and Alternatives. n Information. A.6a

Group Exercise

Unlocking Sensational Service Are We Friendly? n Do visitors to our schools feel welcome when they enter? n Are staff and students polite and courteous? n Are people smiling and do they seem as if they are enjoying their work? n What am I communicating with my body language? A.6b

Unlocking Sensational Service Am I Understanding and Empathetic? n Do I understand who my customers really are? n Do customers get my full attention or do I feel as if they are interrupting me? n Do I listen more than I talk? n Do I treat every customer with respect? A.6e

Unlocking Sensational Service Do We Treat Our Customers with Fairness? n Are all customers treated in a similar way? n Do we have consistent policies and procedures for addressing customer needs? n Are these policies and procedures easy to understand and follow? n Do they make sense to our customers? n Do we regularly communicate these procedures to our customers? A.6f

Unlocking Sensational Service Do We Allow Our Customers options and alternatives? n Are we giving our customers opportunities to share input and participate in decision-making? n Are the opportunities available to them meaningful? n Do we involve customers in shaping policies and procedures that affect them? A.6g

Unlocking Sensational Service Do Our Customers Have the Information They Need? n Is information shared regularly or do people have to guess what’s going on? n Do we share the bad news as well as the good? n Is important information communicated in a timely manner? n Do we clearly communicate policies and procedures? n Do the right people have the information they need to do their jobs? n Are multiple communication vehicles used to ensure everyone has access to information? A.6h

Why Do We Need Standards?

Unlocking Sensational Service What Research Says About Connecting with Customers n Dissatisfied customers will tell as many as 16 other people about a bad experience. n Only 4% of unhappy customers bother to complain. For every complaint we hear, 24 complaints are communicated to others but not to us. n In the eyes of a customer, it takes 12 positive incidents to make up for every negative one. Research Institute of America, New York A.3a

Unlocking Sensational Service Can Goodwill Be Recovered? Research says: n 54-70% of customers who complain will do business with you again if their complaint is resolved. n 95% will do business with you again if their complaint is resolved quickly. A.3c

Unlocking Sensational Service What Our School Customers Expect n Tough standards and high expectations for achievement. n Strong academic programs complemented by arts, technology, and relevant extracurricular activities. n A safe, healthy, and caring environment for students. n An overall educational program that prepares students for success in life. A.5b

Unlocking Sensational Service Our School Customers Also Expect … n A customer-friendly atmosphere that invites and values parent and community involvement. n Highly qualified teachers and administrators and well-trained support personnel who put children first. n Schools to make wise use of financial resources. n Schools to be accountable to taxpayers. A.5c

Unlocking Sensational Service Why Standards Are Important Customer Service Standards: n Communicate clear goals to all employees. n Ensure effective and consistent response to customers. n Hold employees accountable for customer service. n Provide a way to evaluate efforts and assess the quality of customer service. E.1a

Communicating as a School Employee Section B

Unlocking Sensational Service Do Not Underestimate the Power of the First Impression Each impression you make will — temporarily, at least — be your last. So make it strong. Harry Beckwith, author Selling the Invisible B.1a

Unlocking Sensational Service Do You Look Like You Care? n What do people see first when they come to your school or office? n Are signs clear and visitor-friendly? n Are visitors greeted quickly in a warm and professional manner? B.1b

Unlocking Sensational Service Do You Look Like You Care? (continued) n How are employees dressed? n What does the reception area of your school or building office look like? Is it neat and tidy? n Does your school have a kid-friendly appearance? Do students get priority attention? Is student art displayed? Is the décor visually appealing to children? n What impressions do visitors leave with? B.1c

Unlocking Sensational Service Customers Want to Feel Understood B.2a

Unlocking Sensational Service Four Reasons We Fail to Communicate n Failure to concentrate. n Listening too hard. n Jumping the gun. n Focusing delivery on appearance. B.2b

Unlocking Sensational Service Civilization is just a slow process of learning to respect one another. Anonymous B.2c

Unlocking Sensational Service Watch What You Show Body Language n Defensive vs. Open and Inviting. n Disinterested vs. Engaged. n Nervous or Impatient vs. Calm and Focused. B.3a

Unlocking Sensational Service Voice Power When the phone rings, the sound of your voice is your most powerful customer service tool. B.4a

Unlocking Sensational Service Positive Phone Personality Pointers n Be alert. n Be pleasant. n Be natural. n Speak distinctly. n Be expressive (have a smile in your voice) n Be considerate. B.5a

Unlocking Sensational Service Image-making Telephone Techniques n Answer the phone promptly. n Offer a greeting; identify yourself and your school, district, or department. n Offer assistance. n Personalize the conversation with the caller’s name. n Listen carefully to the message (Get the correct name and number, and record the date and time of the call). n Return phone calls within 24 hours. B.6a

Unlocking Sensational Service Use the Hold Button Considerately n Explain why you need to put the caller on hold and ask permission first. n If you keep the caller holding longer than 30 seconds, return with an update and ask if he or she wants to continue holding. n Use the hold button rather than covering the phone with your hand or setting it on the desk. B.6b

Unlocking Sensational Service Transfer Calls Only When Necessary n Never transfer a caller unless you know where to transfer the call and you’re sure someone is available to take the call. n Explain why and to whom you are transferring the call. n Be sure the caller wants to be transferred. n Don’t cut the caller off! B.6c

Unlocking Sensational Service Screen Calls Tactfully n Don’t interrogate the caller — “What are you calling about?” — instead try, “May I tell her what you are calling about?” n Don’t make the caller feel as though the person they are calling is avoiding their call. Explain why the person is unavailable 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?” n Offer to take a message or put the caller through to voice mail, if appropriate. B.6d

Unlocking Sensational Service Be Sure Your Phone Is Covered in Your Absence n Activate your voice mail with a message indicating when you will return. n Make sure your voice mailbox is empty so that calls can be recorded. n If you are forwarding calls to other people, make sure they know your calls are being forwarded to them. B.6e

Unlocking Sensational Service Tips for Efficient Use n Keep it short and to the point. If the reader has to scroll down to read the entire message, it’s probably too long. n Place important information first. n Determine a reasonable response time and then make sure you respond accordingly. n Don’t use as an excuse to avoid a face-to- face or phone conversation. Difficult or uncomfortable conversations deserve a more personal approach. B.7a

Unlocking Sensational Service Tips for Efficient Use (continued) n Check grammar and spelling. Avoid trendy abbreviations and stick with those that are more mainstream (ASAP, FYI, etc.). n Remember that is subject to open records laws. Keep your communications appropriate and professional. n Don’t use “reply all” unless everyone needs to know your answer. n Check the “to” and “copy” lines before forwarding a message to people who already received it. n Don’t use broadcast lists to forward jokes and chain letters. B.7b

Unlocking Sensational Service Tips for Efficient Use (continued) n Think twice before responding to a colleague’s message with a cynical or disrespectful comment that might be misinterpreted. n Don’t send an in all upper case. It’s hard to read and is the electronic equivalent of shouting at someone. n Double check the address before you hit the “Send” button. n Add an automatic signature to your that includes your name, title, school/office address, phone, fax and web site. This makes it easy for others to find the information they need to contact you. B.7c

Dealing with Difficult People Section D

Unlocking Sensational Service Leaving hornets in their nest is a great idea! The best way to deal with hostility is to avoid it in the first place. D.1a

Unlocking Sensational Service Strategies for Keeping Hornets Happy n Keep them fed. n Meet their schedules. n Be fast, flexible, and friendly. n Respect them. n Be honest. n Be a thermostat, not a thermometer. D.1b

Unlocking Sensational Service Strategies for Keeping Hornets Happy (continued) n Anticipate and predict problems. n Keep your hornets busy. n Tell hornets about potential problems in advance. n Listen to your hornets and their friends. n Survey your hornets for their opinion. D.1c

Unlocking Sensational Service Five Types of Hornets n Hostile Hornet. n Uninformed Hornet. n Professional Hornet. n Enlightened Hornet. n Victim Hornet. D.2a

Unlocking Sensational Service Frogs are lucky. They get to eat what bugs them. Abigail Knagg, age 8 D.2b

Unlocking Sensational Service Strategies for Putting Displaced Hornets Back into Their Nests n Listen, listen, listen. n Think win-win. n Be willing to compromise. n Stop talking as soon as you get angry. D.3a

Unlocking Sensational Service Strategies for Putting Displaced Hornets Back into Their Nests (continued) n Talk in specifics. n Pick your fights very carefully. n Pacify. Say, “Nice hornet!” until you can find a big swatter. n Speak up when an issue is important. Silence creates bitterness. D.3b

Unlocking Sensational Service Strategies for Putting Displaced Hornets Back into Their Nests (continued) n Separate yourself emotionally from the problem. n Think like a politician. n Don’t try to control the uncontrollable. D.3c

Unlocking Sensational Service Strategies for Putting Displaced Hornets Back into Their Nests (continued) n Think before you speak. n Realize you MIGHT be wrong! n Thank your critics. n Remember to laugh … especially at yourself. D.3d

Unlocking Sensational Service Nordstrom’s Employee Rule #1 Use your good judgment in all situations. (There will be no additional rules.) E.1c

Unlocking Sensational Service Wal  Mart’s Philosophy “Our people make a difference.” Beliefs: 1. Respect for the individual. 2. Service to our customers. 3. Strive for excellence. E.1d

Unlocking Sensational Service The Marriott Way The Spirit to Serve n Our associates “Our people are our most important asset.” n Our customers “The customer is always right.” n Our community Support for local, national, international programs and initiatives. E.1e

Unlocking Sensational Service USAA’s Pride Principles n Exceed customer expectations. n Live the Golden Rule. n Be a leader. n Participate and contribute. n Pursue excellence. n Work as a team. n Share knowledge. n Keep things simple. n Communicate. n Have fun! E.1f

Unlocking Sensational Service Name that Company n “We’re not just a hamburger company serving people; we’re a people company serving hamburgers.” n ________Company exists to benefit and refresh everyone who is touched by our business. n Ladies and gentlemen serving ladies and gentlemen. E.1g

Unlocking Sensational Service Name that Company (continued) n Neither snow nor rain nor heat nor gloom of night stays these couriers from the swift completion of their appointed rounds. n Our mission is dedication to the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride and Company Spirit. E.1h