ILASFAA Leaves of Change: Harvesting New Ideas 20152015 Good is Good, But Why Be Average?
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Transcript of ILASFAA Leaves of Change: Harvesting New Ideas 20152015 Good is Good, But Why Be Average?
ILASFAA Leaves of Change: Harvesting New Ideas
2015
Good is Good, But Why Be Average?
ILASFAA Leaves of Change: Harvesting New Ideas
2015
Customer Service Impacts Everyone
Students
Community
Staff
ILASFAA Leaves of Change: Harvesting New Ideas
2015
“The customer’s perception is your
reality.”
Source: Kate Zabriskie
ILASFAA Leaves of Change: Harvesting New Ideas
2015
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?
ILASFAA Leaves of Change: Harvesting New Ideas
2015
WHAT DOES “CUSTOMER SERVICE” MEAN TO YOU?
ILASFAA Leaves of Change: Harvesting New Ideas
2015
Can you think of a recent customer service
experience that was positive?
ILASFAA Leaves of Change: Harvesting New Ideas
2015
Can you think of a recent customer service
experience that was negative?
ILASFAA Leaves of Change: Harvesting New Ideas
2015
True or False?
82% of customers leave because of poor customer service
TRUE
ILASFAA Leaves of Change: Harvesting New Ideas
2015
True or False?
14% leave because of unsatisfactorilyresolved disputes or complaints
TRUE
ILASFAA Leaves of Change: Harvesting New Ideas
2015
Excuses for Poor Service
It’s not my job
Insufficient resources such as time or staffLack of commitment from managementI can’t do everything
ILASFAA Leaves of Change: Harvesting New Ideas
2015
Excuses for Poor Service
It’s another department or person’s faultNo one here cares anyway
I can’t handle disrespectful people
It’s a bad day
ILASFAA Leaves of Change: Harvesting New Ideas
2015
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?
ILASFAA Leaves of Change: Harvesting New Ideas
2015
“Treat every customer
as if they sign your paycheck…
because they do.”
ILASFAA Leaves of Change: Harvesting New Ideas
2015
WHAT DOES “CUSTOMER SERVICE” MEAN TO YOUR CUSTOMER?
ILASFAA Leaves of Change: Harvesting New Ideas
2015
True or False?
The customer is always right
FALSE
ILASFAA Leaves of Change: Harvesting New Ideas
2015
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
ILASFAA Leaves of Change: Harvesting New Ideas
2015
True or False?
Most unhappy customers do not complain to the business they’re dissatisfied with
TRUE
ILASFAA Leaves of Change: Harvesting New Ideas
2015
WHO ARE YOUR CUSTOMERS?
ILASFAA Leaves of Change: Harvesting New Ideas
2015
Internal Customers
• Co-workers• Faculty and staff• Other departments on campus
ILASFAA Leaves of Change: Harvesting New Ideas
2015
External Customers
• Students• Parents• Local agencies• State agencies• Department of Education
ILASFAA Leaves of Change: Harvesting New Ideas
2015
SET THE TONE
ILASFAA Leaves of Change: Harvesting New Ideas
2015
What’s Your Perspective?
Is the glass half-full or half-empty?
ILASFAA Leaves of Change: Harvesting New Ideas
2015
You are the Face of Your Organization
• Listen carefully• Be positive• Treat customers as if they’re the only
ones who matter• Do your research• Follow through• Fake it until you make it!
ILASFAA Leaves of Change: Harvesting New Ideas
2015
Miscommunication
“He stole the money”
ILASFAA Leaves of Change: Harvesting New Ideas
2015
“Seek to understand before seeking to be understood.”
Source: Augustine, 4th Century
ILASFAA Leaves of Change: Harvesting New Ideas
2015
Value Diversity
• Appreciate unique assets• Embrace differences• Remember-people around us do not respond
to our intentions…they respond to our behavior
ILASFAA Leaves of Change: Harvesting New Ideas
2015
True or False?
Nonverbal communication isn’t as important as verbal
FALSE
ILASFAA Leaves of Change: Harvesting New Ideas
2015
Nonverbal Communication
• Dress and appearance• Hand gestures• Body language• Eye contact• Facial expressions• Tone
ILASFAA Leaves of Change: Harvesting New Ideas
2015
True or False?
People make assumptions about a person within the first five minutes
TRUE
ILASFAA Leaves of Change: Harvesting New Ideas
2015
Assumptions
Are you knowledgeable
?
Can I trust you?
Do you have the authority?
Are you friendly
and personable?
Are you as disorganized as your desk
looks?
ILASFAA Leaves of Change: Harvesting New Ideas
2015
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
ILASFAA Leaves of Change: Harvesting New Ideas
2015
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
ILASFAA Leaves of Change: Harvesting New Ideas
2015
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
ILASFAA Leaves of Change: Harvesting New Ideas
2015
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
ILASFAA Leaves of Change: Harvesting New Ideas
2015
Communication Methods
• Text • Social media
– Facebook– Twitter– Instagram– Tango– YouTube– LinkedIn
ILASFAA Leaves of Change: Harvesting New Ideas
2015
What People Won’t Always Say
I appreciate everything you’ve done
I couldn’t have gone to school without youYou’ve made such a difference
Thanks for resolving that issue so I can do my job better
ILASFAA Leaves of Change: Harvesting New Ideas
2015
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?
ILASFAA Leaves of Change: Harvesting New Ideas
2015
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?
ILASFAA Leaves of Change: Harvesting New Ideas
2015
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?
ILASFAA Leaves of Change: Harvesting New Ideas
2015
MAKE IT EXCEPTIONAL
ILASFAA Leaves of Change: Harvesting New Ideas
2015
“There are no traffic jams along the
extra mile.”
Source: Roger Staubach
ILASFAA Leaves of Change: Harvesting New Ideas
2015
Your Customers
• Perceived needs– The customer knows what they don’t know
• Unperceived needs– The customer doesn’t know what they don’t know
ILASFAA Leaves of Change: Harvesting New Ideas
2015
Take the H.E.A.T.
Hear them out
Empathize with them
Apologize
Take responsibility
ILASFAA Leaves of Change: Harvesting New Ideas
2015
Thanks for Attending
Doug HessSenior Marketing ConsultantGreat [email protected](800) 308-0161