1. Create the Future Customer Service and Communication

2. Create the Future Who We Are Kyle Rubin, Admissions Marie Ryding, Financial Aid

3. Create the Future Corporate Role Models

4. Expectations Create the Future

5. Perception = Reality Create the Future

6. Messages We Send

7. Create the Future Messages We Send

8. Create the Future Messages We Send

9. Create the Future

10. Messages We Send

11. Create the Future

12. Messages We Send

13. Create the Future Messages We Send

14. Create the Future Messages We Send

15. Create the Future Messages We Send

16. Create the Future Messages We Send

17. Create the Future First Impressions Scenario

18. First Impressions Create the Future Remember, within the first three seconds of a new encounter, you are evaluated While you’ve repeated yourself a million times, it’s the first time your customer has heard the response Be aware of localisms Actions speak louder than words What are you wearing?

19. Create the Future Appropriate Conversations Scenario

20. Appropriate Conversations Create the Future People’s hearing is better than we remember Comfort levels vary Adjust to your audience Keep personal matters to a minimum

21. Create the Future Phone Etiquette Scenario

22. Phone Etiquette Create the Future Answer promptly (before the third ring if possible). Before picking up the receiver, discontinue any other conversation or activity such as eating, chewing gum, typing, etc that can be heard by the calling party. Speak clearly and distinctly in a pleasant tone of voice. Use hold button when leaving the line so that the caller does not accidentally hear conversations being held nearby. Source: Fullterton.edu

23. Phone Etiquette Create the Future When transferring a call, be sure to explain to the caller that you are doing so and where you are transferring them. If the caller has reached the wrong department, be courteous. Sometimes they have been transferred all over campus with a similar question. Source: Fullterton.edu If you have caller ID, don’t use it to surprise the caller. If the caller is in a bad mood or rude, you always remain calm. Provide all the help you can and never respond to verbal attacks.

24. Service Recovery Create the Future Stay calm Listen Know when to call in for “back-up” Don’t “drop” to their level Be honest but positive Be aware of “promises”

25. General Rules To Live By Create the Future ALWAYS be helpful, courteous, and knowledgeable Take the extra step (give them the pickle) Treat people with courtesy and respect Each customer is unique Teamwork is vital

26. Create the Future Questions?