Transcript Good is Good But Why be Average (June 2014)x

Good is Good,
But Why Be Average?
Sailing away the winter
blues with ISFAA …
2015 Winter Conference
Customer Service Impacts Everyone
Staff
Students
Community
“The customer’s
perception is your reality.”
Source: Kate Zabriskie
Today We’ll Discuss
• What does customer service mean to you?
• What does customer service mean
to your customers?
• Who are your customers?
• How can you set the tone?
• Why should you make it exceptional?
WHAT DOES “CUSTOMER SERVICE”
MEAN TO YOU?
Can you think of a recent
customer service experience
that was positive?
Can you think of a recent
customer service experience
that was negative?
True or False?
82% of customers leave because
of poor customer service
TRUE
True or False?
14% leave because of unsatisfactorily
resolved disputes or complaints
TRUE
Excuses for Poor Service
It’s not my job
Insufficient resources such as time or staff
Lack of commitment from management
I can’t do everything
Excuses for Poor Service
It’s a bad day
It’s another department or person’s fault
No one here cares anyway
I can’t handle disrespectful people
Why Do You Do What You Do?
•
•
•
•
What motivates you?
What challenges you?
Who is your inspiration?
What has a co-worker done in the past week
that’s made you smile?
“Treat every customer
as if they sign
your paycheck…
because they do.”
WHAT DOES “CUSTOMER SERVICE”
MEAN TO YOUR CUSTOMER?
True or False?
The customer is always right
FALSE
What Customers Want
•
•
•
•
For you to listen
To be respected
To receive correct information
Their needs met through a wide
variety of channels
• Honesty
• You to accept responsibility
• Prompt follow-up
True or False?
Most unhappy customers do not
complain to the business
they’re dissatisfied with
TRUE
WHO ARE YOUR CUSTOMERS?
Internal Customers
• Co-workers
• Faculty and staff
• Other departments on campus
External Customers
•
•
•
•
•
Students
Parents
Local agencies
State agencies
Department of Education
SET THE TONE
What’s Your Perspective?
Is the glass half-full
or half-empty?
You are the Face of Your Organization
• Listen carefully
• Be positive
• Treat customers as if they’re the only
one who matter
• Do your research
• Follow through
• Fake it until you make it!
Miscommunication
“He stole
the money”
“Seek to understand
before seeking
to be understood.”
Source: Augustine, 4th Century
Value Diversity
• Appreciate unique assets
• Embrace differences
• Remember-people around us do not respond
to our intentions…they respond
to our behavior
True or False?
Nonverbal communication isn’t as
important as verbal
FALSE
Nonverbal Communication
•
•
•
•
•
•
Dress and appearance
Hand gestures
Body language
Eye contact
Facial expressions
Tone
True or False?
People make assumptions about a
person within the first
five minutes
TRUE
Can I trust you?
Are you
knowledgeable?
Do you have
the authority?
Assumptions
Are you as
disorganized as
your desk looks?
Are you friendly
and personable?
Communication Methods
• Phone
– Answer within three rings, if possible
– Before placing a call on hold or transferring,
ask permission
– Avoid transferring a caller
• Don’t “blind transfer” calls
• Repeat the issue that was communicated
by the customer
• If you get a voicemail, give the caller a
choice to either leave a message or call back
Communication Methods
• Phone
– Return all calls within 24 hours
– Be sure voicemail message is current
• Provide alternative phone number and person to call
• Email
– Know your internal policies
– Keep it professional
• Proper spelling, grammar, and punctuation
Communication Methods
• Email
– Keep it concise
– Avoid unnecessary file attachments
– DO NOT USE ALL CAPITAL LETTERS
– Be careful of “Reply to All”
– Don’t put anything in an email you wouldn’t want
on the cover of the New York Times
Customer Complaints
• Example
– Great Lakes’ Customer Experience Tracking
• All complaints go into a database and it’s reviewed by
management
• Area impacted must remit back into them if it was
isolated or systemic
Communication Methods
• Text
• Social media
– Facebook
– Twitter
– Instagram
– Tango
– YouTube
– LinkedIn
What People Won’t Always Say
I appreciate everything you’ve done
I couldn’t have gone to school without you
You’ve made such a difference
Thanks for resolving that issue so I can
do my job better
Meet Danny
Danny is in your office because his bill from
the fall semester has a balance due of
$1,361. Last year, he received an external
scholarship of $1,200 per semester. You’ve
received nothing indicating it was renewed
for this year.
How do you assist Danny?
Meet Lonnie Chisenhall
Lonnie comes in and explains his mom called
him last night & told him to go to the
Financial Aid Office to “fill out a form”. He
hasn’t a clue as to what form he needs &
takes a call on his cell phone while in your
office.
How do you assist Lonnie?
Meet Mr. Cabrera
You’re on the phone with Mr. Cabrera and he’s
upset because he “can’t get a straight answer
out of anyone”. His daughter’s engineering
scholarship isn’t subtracted on her bill. You don’t
see where it was renewed.
How do you assist Mr. Cabrera?
MAKE IT EXCEPTIONAL
“There are no traffic jams
along the extra mile.”
Source: Roger Staubach
Your Customers
• Perceived needs
– The customer knows what they don’t know
• Unperceived needs
– The customer doesn’t know what they don’t know
Take the H.E.A.T.
Hear them out
Empathize with them
Apologize
Take responsibility
Thanks for Attending