1. Keys to Good Customer Service

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

3. What is Customer Service?

4. 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.

5. 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

6. 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.

7. 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

8. 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

9. 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.

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

11. 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.

12. 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?

13. 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?

14. 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?

15. 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.

16. Telephone Tips

17. 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 

18. 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.

19. 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.

20. 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 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.

21. 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.

22. 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.

23. Etiquette
12 Tips
For Improved
Communication

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

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

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

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

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

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

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