1. Chapter 5 Preparation Programs for Customer Service

7. “I Want Breakfast” Video- Falling Down, starring Michael Douglas How does it tie to campus or district? http://www.youtube.com/watch?v=- eREiQhBDIk&feature=youtube_gdata_player http://www.youtube.com/watch?v=- eREiQhBDIk&feature=youtube_gdata_player Share

8. Preparation programs for school personnel do not include training to think of the people we serve in our schools as our customers.

9. Reflection “If we want our school employees to practice good customer service, we must train them.” React to this statement concerning customer service.

10. Reflection Do you have the courage to tackle poor service within your school or district? Do you have a choice?

11. The 5 Cs The 5 Cs make up the profile of great customer services. – Commitment- first a state of mind- to have the desire to serve – Competence - knowledge of the organization – Cheerful - confidence and a can-do attitude – Creativity - finding better ways to serve to meet the exact needs of customers – Caring - Making customers realize you care about their time, problems, and their desires. Find ways to deliver even when difficult. Show concern for them as individuals.

12. Video: Johnny the Bagger: A True Story of Customer Service http://www.youtube.com/watch?v=L8F0EZP8a58&feature=em-share_video_user Discuss and share

13. Reflection In your groups discuss three areas in which you need to begin your training with your staff. Use the index card to record your responses. Share

14. The good news is that it’s all teachable! And we are all in the teaching business.