1. Customer Service from the Heart!
Alphabet game customer service

2. ~ Debbie (“Mrs.”) Fields
Customer service doesn’t come from a manual, it comes from the heart. When you’re taking care of customers, you can never do too much. And there is NO wrong way-if it comes from the heart.
~ Debbie (“Mrs.”) Fields
Our Customers are the heart of our business!
Parents, Children and as a Manager even our Teachers are our Customers!
Happy Teachers = Happy Children = Happy Parents!
This starts with you!
You cannot mandate customer service
Management can train, threaten, punish, reward, cajole, and yet if an employee does not want to give good service, it simply will not happen.
Giving good service involves creative, “out of the box” thinking. 
Those who give the best service do so by offering options, alternatives, and new ways of doing things. They give their employees and families more than they expect when they least expect it and they ALWAYS meet the customer’s human need for kindness, respect, and understanding.
What does this mean to you as a manager?
Training, rewards, threats and policies are not enough. First, you must hire wisely, and second, you must model the qualities you desire in your employees as you interact with them. How are you treating YOUR customers?
Kathy

3. Samples of Cadence tools to Support Customer Service
Phone
Perfect Visit
Care Program
Social Media / FB, Google, Yelp (On-line reviews)
Enrollment Builder
Parent/Employee Referral
Employee motivation
NPS Surveys
Customer service guide
Ten Golden Rules of Customer Service
Living our Promise….
Phone shop a competitors to ensure you have the advantage!

4. Now Available on the Cadence Store!
Hot off the Press!
Now Available on the Cadence Store!
Window clings / babysitter memo boards

6. Customer Service starts from the inside out!
Breakout groups.

7. Build your culture from the inside out!
Our Promise!
We provide parents with peace of mind by giving children an exceptional education every fun-filled day
in a place as nurturing as home.
Peace of Mind Exceptional education Fun filled day Nurturing as home
Peace of Mind - Meaningful and Frequent Communication / more than they expect when they least expect it!
Exceptional education – events, evidence of learning, happenings or communications to parents etc.
Fun filled day - curriculum, events or specific interactions that help build the family connections or reinforce the fun filled day
Nurturing as home - classroom environment, special communications, parent feedback etc.…

8. Customer Service from the Heart!
Breakout groups – Based on your NPS score’s common trends, what are three key tactics you plan to take back to your schools next week.

9. Next Steps – Break-out! Response Trends in NPS Score Trends in NPS
Parent Comments
KATHY - Each table will have a heart on it and groups will be asked to follow the instructions on the slide. These will be strung up in the main conference hall after each rotation.

10. Millions of people worldwide have been touched by the precious story of “Johnny the Bagger®.” It is a testament to the impact Barbara Glanz’s message of hope, that ONE PERSON CAN MAKE A DIFFERENCE.
Johnny the Bagger®: A True Story of Customer Service, celebrates the incomparable power of customer service delivered from the heart. Based on the work of noted author and speaker, Barbara Glanz, this inspiring video features the true story of “Johnny,” a young man with Down syndrome who made a positive choice about his personal responsibility to provide from-the-heart service and changed the culture of an entire organization.
Johnny the Bagger® will help motivate your employees to take personal responsibility for creating a positive, memorable experience for internal or external customers — the kind of experience needed to generate customer loyalty, improve employee retention and strengthen team morale.

11. How did the video make you feel?
"Your living is determined not so much by what life brings to you as by the attitude you bring to life; not so much by what happens to you as by the way your mind looks at what happens. "
~ Kahlil Gibran