1. Intent vs. Impact Does your Customer Service Measure Up?
Presented by Bonita King

2. Intent vs. Impact
Many of us have been in situations where our intent did not meet the impact of what we said or did. And we quickly find out that how we communicated information negatively impacted the person or persons we were speaking to. What clued us in?

3. Intent vs. Impact Facial expression Body language Long silence
Some very strong language

4. Intent vs. Impact
Did your behavior affect your ability to carry out the University or College mission?

5. Intent vs. Impact
When communicating, the impact should match up with the intent.
We should maintain positive communication by understanding the other person’s point of view by listening to what he/she is saying, and seeing what his/her body language is conveying.

6. Intent vs. Impact
Successful communication builds trust and understanding, even when the news being delivered is not the news that the student wants to hear.

7. Intent vs. Impact
The intent is to educate, and the impact is a more knowledgeable, responsible, and happy student.

8. Intent vs. Impact “But I didn’t mean it!”
The intent was to help by getting the student to listen; the impact pushed him over the edge.

9. Intent vs. Impact The Intent is to Help not aggravate.
Characteristics of Helping:
Good Listening Skills
Anticipate/Identify Needs
Don’t Assume
Help Others Understand Our Systems
Know How to Apologize

10. Intent vs. Impact Good Listening Skills
“The most basic and powerful way to connect to another person is to listen. Just listen. Perhaps the most important thing we ever give each other is our attention.”
~Rachel Naomi Remen~
NOTE: Listening is not the same as hearing.

11. Intent vs. Impact
Don’t Assume “Making assumptions means believing things are a certain way with little or no evidence that shows you are correct.” ~Lemony Snicket~ This can lead to terrible mistakes or trouble.

12. Intent vs. Impact Apologize and Acknowledge Feelings
Dealing with Difficult People
Apologize and Acknowledge Feelings
Sympathize/Empathize
Accept Responsibility
Perform
-Adapted from the Telephone Doctor-

13. Intent vs. Impact
Improv Activity: 2 actors needed Actor 1: Student Actor 2: Financial aid Administrator Scene: Financial Aid Office Motivation: Why isn’t my financial aid showing up on my account?

14. How to say “No” and make it taste better?
Intent vs. Impact
How to say “No” and make it taste better?
“7 Ways to Tell Your Customer No”
~Deborah Grayson Riegel~

15. Intent vs. Impact Empathize with the customer’s situation.
Validate the customer’s emotions while reiterating your intention to help.
Focus on the primacy of the customer and the relationship.

16. Intent vs. Impact Treat every “no” like the first “no” of the day.
Offer your best alternative first.
Get curious.
Ask for feedback.

17. What is best for the student should always be
Intent vs. Impact
What is best for the student should always be

18. Intent vs. Impact
Does Your Customer Service Measure Up?

19. Thank you for watching this presentation!
“Q&A”
Thank you for watching this presentation!