Transcript Customer Service 101 Efren J. Galvan Director, Admissions, Records & Enrollment Technology Orange Coast College.

Customer Service 101
Efren J. Galvan
Director, Admissions, Records &
Enrollment Technology
Orange Coast College
Customer Service 101
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a)
Who are our customers? (2 types)
Internal-(Faculty, Administration, colleagues, supervisors,
Board of Trustees, etc…)
b) External-(students, parents, prospective students, alumni,
campus visitors, etc…)
•Question: What is your definition of a “customer”?
•Answer: Someone who depends on YOUR work in order to
complete THEIR own work.
•Customer Service is “meeting needs, solving problems and
developing loyalty”
•“Fabulous service is quite simply ordinary people doing
ordinary things extraordinarily well”
Betsy Sanders-Nordstrom’s first female store manager
Perceptions of Customer Service
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Customers Perceive Service 5 ways
1) Informational
2) Generational
3) Cultural
4) Perceptions
5) Expectations
Customer Expectations
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1) To be taken seriously
2) To be treated with respect & courtesy
3) To get immediate action
4) To be listened to
5) To gain some sort of “compensation or
restitution” for their difficulty
Remember your ABC’s…
Always Be Customer Driven!
Where would we be without Students?
Telephone Etiquette Tips
Greet: warm and friendly professional greeting including
company name and your name. It is suggested that the greeting
end with a helpful statement
Listen: one of the most important techniques in telephone
etiquette is to actively listen to the customer. Listen for both
content as well as intent. By listening actively, you can respond
with a statement that assures the customer you heard.
Empathize: Put yourself in their shoes. How would you feel if
the situation were reversed?
Probe: Probing is not a technique that comes naturally to
everyone. But it is a required skill for customer service. Keep it
simple and remember the basic open questions: Who, what,
when, where, how.
Telephone Etiquette Tips
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Common Courtesies: Ask permission to place a caller on hold and get the
callers attention when you return. Call the customer by name when you get
back on the line if you placed them on hold. If you think the wait time will be
longer that 1 minute, say so!
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Avoid Rhetoric: Don’t speak to them as if they know, chances are that they
don’t. “According to State Ed Code Section 68000…”
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Offer solutions/alternatives: If you know that what the customer wants can’t
be done, offer solutions that may be good alternatives.
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Tone: since you are not face to face, the most important measure of good
communication is voice quality and tone. Keep it positive and enthusiastic.
Nice = Nice
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Appreciation: before hanging up, make sure to express your gratitude for the
customer’s patronage: “Thank you for calling the OCC Answer Center, have a
great day”
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Go the Distance: Take time to extend yourself in some way to make a positive
lasting impression on the caller. “Is there anything else I may assist you with?”.
(video)
Dealing with the Irate Customer
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Own your Attitude
Be Professional
Cooperate and Collaborate
2)
Basic Customer Service
Greet the Customer/Student
Connect in some way
Listen with your full attention
3)
Special Skills
Show you care
Apologize if appropriate
Ask short, guiding questions
Agree with something
4)
Advanced Techniques
Use positive language
Allow the customer to make small decisions
Know what you can /can’t offer
5) Breakthrough Techniques
Transfer the Custormer
Take a timeout
Draw the Line (example case, using techniques)
Questions?
Thank you for attending our
workshop today!