NSPRA © MMIV NSPRAs Unlocking Sensational Service Tools for Tapping into Your People Power.
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Transcript of NSPRA © MMIV NSPRAs Unlocking Sensational Service Tools for Tapping into Your People Power.
NSPRA © MMIV
NSPRA’s
Unlocking Sensational ServiceTools for Tapping into Your People Power
NSPRA © MMIV
Understanding Customer Service
Section A
UnlockingSensational Service
NSPRA © MMIV
Customer Service Is … The way we treat people.
The way we greet people.
The way we answer the phone.
The look and feel of our schools.
The way we go above and beyond typical job responsibilities.
Making a personal connection with people.
Following through to make sure customer needs have been met.
Delighting people by doing more than they expect.
Being a goodwill ambassador for our schools.A.1a
UnlockingSensational Service
NSPRA © MMIV
Attitude Is the First Step
A positive attitude is the first step in
developing strong relationships with your
customers and delivering sensational
service.
A.2a
UnlockingSensational Service
NSPRA © MMIV
Customer Service Is Everyone’s Job
People form perceptions and make judgments continuously.
Therefore, every employee is responsible for positive customer service!
Must be continuously fostered
A.2b
UnlockingSensational Service
NSPRA © MMIV
Factors in Forming Attitudes
Personal experience with a product or place.
The personal experience of other people we trust.
Reading or listening to information from a source we trust (for example, a publication or respected group).
A.2c
UnlockingSensational Service
NSPRA © MMIV
What Research Says About Connecting with Customers
Dissatisfied customers will tell as many as 16 other people about a bad experience.
Only 4% of unhappy customers bother to complain. For every complaint we hear, 24 complaints are communicated to others but not to us.
In the eyes of a customer, it takes 12 positive incidents to make up for every negative one.
Research Institute of America, New York
A.3a
UnlockingSensational Service
NSPRA © MMIV A.3b
Consumers are willing, even eager, to say,
“Anyone can make a mistake … after all,
you’re only human” — if that, in fact, is
the way the company responds. It’s not
so much “what happened” but whether
or not you fix it — quickly, responsibly
and honestly.
Faith Popcorn, The Popcorn Report
UnlockingSensational Service
NSPRA © MMIV
Can Goodwill Be Recovered?
Research says:
54-70% of customers who complain will do business with you again if their complaint is resolved.
95% will do business with you again if their complaint is resolved quickly.
A.3c
UnlockingSensational Service
NSPRA © MMIV
Who Are Our Customers?
External Those who support or have an interest in our
schools.
Those who provide services to our schools.
Internal Those with whom we work.
People in our buildings.
A.4a
UnlockingSensational Service
NSPRA © MMIV
What We Expect as Customers
Respectful treatment.
A pleasant attitude from the salesperson or service provider.
A quality product or service for our money.
Appreciation and to be valued for our patronage.
A.5a
UnlockingSensational Service
NSPRA © MMIV
What Our School Customers Expect
Tough standards and high expectations for achievement.
Strong academic programs complemented by arts, technology, and relevant extracurricular activities.
A safe, healthy, and caring environment for students.
An overall educational program that prepares students for success in life.
A.5b
UnlockingSensational Service
NSPRA © MMIV
Our School Customers Also Expect …
A customer-friendly atmosphere that invites and values parent and community involvement.
Highly qualified teachers and administrators and well-trained support personnel who put children first.
Schools to make wise use of financial resources.
Schools to be accountable to taxpayers.
A.5c
UnlockingSensational Service
NSPRA © MMIV
Basic Needs of Customers
Friendliness.
Understanding and empathy.
Fairness.
Control.
Information.
A.6a
UnlockingSensational Service
NSPRA © MMIV
Are We Friendly?
Do visitors to our schools feel welcome when they enter?
Are staff and students polite and courteous?
Are people smiling and do they seem as if they are enjoying their work?
What am I communicating with my body language?
A.6b
UnlockingSensational Service
NSPRA © MMIV
Customer Service in a nutshell
People Helping People
A.6c
UnlockingSensational Service
NSPRA © MMIV
Inspiring Excellence…
If we are to hold employees accountable for
our customer’s perceptions, then we must
provide employees with a clear
understanding of how to achieve excellence.
A.6d