1. by Bates McKinney and Rebekah Morgan
SUPPORT SQUAD
by Bates McKinney and Rebekah Morgan

2. OBJECTIVES Define customer service
Identify key components of positive customer service
Role-play strategies for dealing with challenges

3. WHO ARE CUSTOMERS?

4. “Customers are people who need your assistance
“Customers are people who need your assistance. They are not an interruption to your job, they are the reason you have a job.” -Volunteering S.A. Inc.

5. TYPES OF CUSTOMERS Internal External Staff Colleagues Patrons
Community Partners

6. STAFF

8. SPARTANBURG COUNTY EMPLOYEE QUESTIONNAIRE
I receive effective supervision.
I have an effective working relationship with my supervisor(s).
My supervisor(s) treats all employees fairly.
Poor performers are dealt with appropriately.

9. QUESTIONNAIRE
I am satisfied with the personal growth and development I am receiving in my job.
My job description is an accurate representation of the work I perform.
The department fully utilizes my knowledge, skills, and abilities.
I have adequate resources and materials to complete the assignments I receive.

10. QUESTIONNAIRE I know exactly what my job responsibilities are.
I have an effective working relationship with my co-workers.
I feel my job is important.
I receive appropriate recognition for the work I perform.

11. QUESTIONNAIRE
The pay I receive is fair and equitable for work I perform.
I am satisfied with my hours and work schedule.
I am satisfied with my workload.
I have opportunities to input suggestions for way to improve the department.

12. QUESTIONNAIRE
I feel the department has a positive image in the community.
I would recommend the department as an employee.

13. STAFF APPRECIATION

14. COLLEAGUES

16. PATRONS

17. MAHATMA GANDHI ON CUSTOMER SERVICE
"A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption of our work. He is the purpose of it. He is not an outsider of our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us the opportunity to do so."

18. Organizational Assessment
Take a look at your organization as if you were a visitor
What are the first things you notice?
What has the organization done to make you feel welcome?
Does anything make you feel uncomfortable?
How could you feel more at ease?
Would you return?

19. KEY COMPONENTS TO SUCCESSFUL CUSTOMER SERVICE
Disney’s Philosophy
Safety
Courtesy
Show
Efficiency

20. COMMUNITY PARTNERS

22. HOW DO YOU DEVELOP CUSTOMER SERVICE EXCELLENCE?

23. DISNEY’S TRAIT BASED HIRING
Emotion Intelligence
Ability to Problem Solve
Good Communication Skills
Methodical
Creative and Resourceful

24. WHAT IS YOUR EI?

25. SCORE INTERPRETATION Score Description 15-34
You need to work on your emotional intelligence. You may find that you feel overwhelmed by your emotions, especially in stressful situations; you may avoid conflict because you think that you'll find it distressing; or, you find it hard to calm down after you've felt upset.
35-55
Your emotional intelligence level is... OK.
You probably have good relationships with some of your colleagues, but others may be more difficult to work with.
56-75
Great! You're an emotionally intelligent person. You have great relationships, and you probably find that people approach you for advice. However, when so many people admire your people skills, it's easy to lose sight of your own needs. Researchers have found that emotionally intelligent people often have great leadership potential. Realize this potential by seeking opportunities to improve even further.

26. COMMUNICATION PIE

27. SCENARIOS

28. IS THE CUSTOMER ALWAYS RIGHT?

29. ADDRESS COMPLAINTS H: Hear E: Empathize A: Apologize R: Resolve
D: Diagnose