Customer Service Alberta

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Customer Service sesion delivered as keynote to Alberta public trustees

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Customer Service Alberta

  1. 1. Do you have them at hello?<br />Practical tips and powerful strategies to build relationships<br />
  2. 2. Brian Woodland, APR<br />Director of Communications and Strategic Partnerships<br />Peel District School Board<br />5650 Hurontario Street<br />Mississauga, Ontario, Canada<br />L5R 1C6<br />(905) 890-1010, ext. 2812<br />Brian.Woodland@peelsb.com<br />visit www.peelschools.org<br />Find this presentation on LinkedIn<br />Do you have them at hello?<br />
  3. 3. The doors we open and close each day decide the lives we live<br />Flora Whittemore<br />
  4. 4. Praise where it is due…<br />Thank you for your exceptional daily work to serve students—and your personal leadership!<br />
  5. 5.
  6. 6.
  7. 7. Leadership is action, not position.<br />Source: Donald H. McGannon<br />
  8. 8.
  9. 9.
  10. 10. Good service starts with engagement<br />
  11. 11.
  12. 12.
  13. 13.
  14. 14. So, what do YOU have to reveal…<br />
  15. 15. Our goals today(for the linear, obsessive people present)<br />is it just me—or are we busier? <br />why service in education matters<br />help staff make it personal<br />the voice message<br />central office role in good school service<br />basics of good service<br />how to deal with the Caller from Hell<br />thunderous applause<br />Do you have them at hello?<br />
  16. 16. Quick Tip: If you do not like the use of customer service…get over yourself! <br />
  17. 17. A very short guide on how not to build customer relationships…<br />
  18. 18.
  19. 19. Our goals today<br />is it just me—or are we busier? <br />why service in education matters<br />help staff make it personal<br />the voice message<br />central office role in good school service<br />basics of good service<br />how to deal with the Caller from Hell<br />thunderous applause<br />Do you have them at hello?<br />
  20. 20. Is it just me—or are things busier?<br />why it feels that way<br />the impact on our work together<br />Do you have them at hello?<br />
  21. 21.
  22. 22.
  23. 23. Old:How are you?<br />Fine <br />New:How are you?<br />Busy. <br />Too busy.<br />CRAZY busy!<br />Crazy Busy<br />
  24. 24. Four qualities of a Crazy Busy life<br />Rush—do you wait for the hand dryer? <br />Gush—the volume of data we receive<br />Worry—thanks Al Gore! <br />Blather—clutter – the colossal, growing mess of words, images, number, noises and physical objects that roll over us like the Blob<br />Do you have them at hello?<br />
  25. 25. Search "getting organized " <br />-Amazon 2,718 books <br />-Google 15,200,000 entries <br />How many of us bought the organization book—and now can't find it under the Blob?<br />
  26. 26.
  27. 27. Quick tip #952<br />This person does not have time to read all this stuff so we centrally have to stop sending it! <br />
  28. 28. The bottom line <br />our people at every level are busy<br />too busy<br />CRAZY busy<br />Do you have them at hello?<br />
  29. 29. How do your people feel?<br />I am overwhelmed by my job 62.8 %<br />Only sometimes 23 %<br />No-I am fine 14.2 <br />Boston.com. 2005<br />Add them up – 85.8 overwhelmed . The rest—lying or incompetent ! <br />
  30. 30. Do your staff sometimes feel like this... <br />Do you have them at hello?<br />
  31. 31.
  32. 32. A special bonus... <br />the people they talk to are crazy busy too<br />they are less patient, more demanding <br />they are actually…cranky!<br />Do you have them at hello?<br />
  33. 33.
  34. 34. The Cranky Code<br /><ul><li>I am entitled to what I want when I want it.
  35. 35. My time is important and I should not be inconvenienced by others when I’m driving, working, standing in lines, or on the telephone.
  36. 36. I have a right to be impatient or rude when other people are behaving stupidly.
  37. 37. I am entitled to special privileges because I am who I am.
  38. 38. I’m a taxpayer; I own this school and everyone in it.
  39. 39. I’m too busy to mince around with false politeness and tell people exactly what I think without having to worry about their feelings.
  40. 40. So what if I’m being rude — I never have to see this person again so what difference does it make?
  41. 41. My opinions and views are more valid than anyone else’s.
  42. 42. My emergencies take precedence over anyone else’s emergency. </li></li></ul><li>Quick tip #457<br />We are all more cranky—even you!<br />
  43. 43. The Cranky Quiz<br /><ul><li>Score 1 for yes—even if it is only sometimes
  44. 44. 0 for no </li></li></ul><li>Do you think people are more rude and discourteous than they used to be? <br />Do you expect the people around you to speed up to your pace rather than you slowing down to theirs? <br />Do you feel hurried and rushed every day, always busy yet always behind, with no real relief in sight?<br />Do you complain when service is bad but say nothing when it's good? <br />Do you get riled having to wait in slow lines, fill out time-consuming forms, or endure inconvenient service systems?<br />Do you feel "time impoverished" as if there's never enough of it? <br />Do you wake up tired and go to bed wired, or have difficulty sleeping? <br />Are you expected to always satisfy your customers even though management doesn't necessarily support your efforts<br />Are you so busy that you skip or hurry through meals, and have trouble finding time to exercise or have fun? <br />Is it almost as difficult to deal with your manager or work colleagues as it is cranky customers? <br />Do you have them at hello?<br />
  45. 45. How cranky are you?<br /><ul><li>3 points or less (Cool) means you're in good shape
  46. 46. 4 to 7 (Warm) indicates a need to slow down
  47. 47. 8 to 10 (Hot!) indicates a raging cranky infection</li></li></ul><li>
  48. 48. A possible response to this cranky world...<br />Do you have them at hello?<br />
  49. 49.
  50. 50. But there are good reasons to face the challenge head on with eyes wide open...<br />Do you have them at hello?<br />
  51. 51.
  52. 52. Be patient with them—It hurts to go slow…try<br /><ul><li>a rotary phone
  53. 53. not to use the “door close” button on an elevator</li></li></ul><li>Our goals today<br />is it just me—or are we busier? <br />why service in education matters<br />help staff make it personal<br />the voice message<br />central office role in good school service<br />basics of good service<br />how to deal with the Caller from Hell<br />Do you have them at hello?<br />
  54. 54. Bad word of mouth spreads<br /><ul><li>Dissatisfied customers tell 11, each tell five = 67 (at least)
  55. 55. Happy ones tell five if you resolve their complaints </li></li></ul><li>If you tell two friendsabout Faberge Organics shampoo with wheat germ oil and honey, they'll tell two friends,and so on, and so on, and so on...<br />-Faberge<br />
  56. 56. <ul><li>96 per cent of unhappy customers will not complain to the company—but still tell their friends
  57. 57. A General Electric study found that the impact of word of mouth on a customer's repurchase decision is twice as important as corporate advertising</li></li></ul><li>Word of mouse can have greater impact than word of mouth.<br />Knock Your Socks Off Service Recovery <br />Ron Zemke and Chip Bell <br />
  58. 58.
  59. 59. You’ve got a problem-great!<br /><ul><li>If a customer complains, they are more likely to come back—customers with well-resolved complaints are 8 per cent more loyal than those who never complain
  60. 60. Customers are twice as likely to become loyal if they can voice their dissatisfaction</li></ul>Calming Upset Customers<br />Rebecca L. Morgan <br />
  61. 61. There is much at stake<br />"Long-term relationships are the brass ring for companies that hope to grow and prosper over time: and those relationships begin and end at the many touch-points where consumers and companies come together. These interactions, whether good or bad, inspiring or frustrating, define the relationship consumers have with a brand."<br />The ten demandments<br />Kelly Mooney<br />
  62. 62. One picture of the future<br />
  63. 63. Why customers leave<br /><ul><li>1 per cent die
  64. 64. 3 per cent move away
  65. 65. 5 per cent develop other relationships
  66. 66. 9 per cent leave for competitive reasons
  67. 67. 14 per cent are dissatisfied with product
  68. 68. 68 per cent leave because of the poor way they were treated by employees</li></ul>Exceeding Customer Expectations<br />Kirk Kazanjian<br />
  69. 69. "The most important single ingredient in the formula of success is knowing how to get along with people."<br />Theodore Roosevelt<br />Do you have them at hello?<br />
  70. 70. Myth—the number of complaints should be minimized!<br />Fact—Wrong. The number of dissatisfied customers should be minimized. The percentage of dissatisfied customers who complain should be maximized. The Heart of CRMBernd Stauss and Wolfgang Seidel <br />
  71. 71. Quick tip #631<br />The goal is complaint stimulation (really!)<br />
  72. 72. “Please tell me how much you don’t like me”<br /><ul><li>invite complaints and feedback
  73. 73. always include price of publications
  74. 74. train staff to deal with issues</li></li></ul><li>
  75. 75. What are the qualities of SuperParents?<br />
  76. 76. The qualities of a superparent<br /><ul><li>determined
  77. 77. passionate
  78. 78. care about their child
  79. 79. demanding and impatient
  80. 80. interested
  81. 81. knowledge-seekers
  82. 82. can be bullies
  83. 83. may lack trust
  84. 84. can influence others</li></li></ul><li>What do they expect…sorry, DEMAND<br />response to be instant—or they will keep calling—and escalating the calls<br />for you to use technology<br />they want the “$500 haircut” <br />
  85. 85. Crazy Busy people + SuperParents =<br />
  86. 86.
  87. 87. Reputation building:Do it now or pay later—and keep paying!<br />It takes nearly 4 years for a company to rebuild a blemished reputationBurson-Marsteller Building CEO Capital Survey<br />
  88. 88. Monopoly is a game… not the state of public education.<br />
  89. 89. Remember the top five reasons?<br />
  90. 90. Our goals today<br />is it just me—or are we busier? <br />why service in education matters<br />help staff make it personal<br />the voice message<br />central office role in good school service<br />basics of good service<br />how to deal with the Caller from Hell<br />Do you have them at hello?<br />
  91. 91. Quick tip #19,876,324<br />It can’t all be about tips and easy answers!<br />
  92. 92. Why…The problem with scripted responses—they sound canned and inauthentic. Plus, customers don't know their lines very well. <br />Knock Your Socks Off Service Recovery<br />Ron Zemke and Chip Bell<br />
  93. 93. Hello, good morning!<br />
  94. 94.
  95. 95.
  96. 96. Believe in something that matters. Chances are, it'll be something that matters to me, too. An idea, an ideal, a cause, a passion. <br />Source: The Ten Demandments, Kelly Mooney<br />
  97. 97. Not just the facts ma'am…<br />
  98. 98. If you want to build a ship, don't gather your people and ask them to provide wood, prepare tools, assign tasks. Call them together and raise in their minds the longing for an endless sea. <br />-- Antoine de Saint-Exupery<br />
  99. 99. We'll always have Paris…<br />
  100. 100. What do you think of when I say Paris? <br />
  101. 101. Question time…<br />What is our heart of change? <br />
  102. 102.
  103. 103. TheBIGpicture<br />What public relations can’t do--NSPRA<br />The 90-7-3 rule<br /><ul><li>90% of reputation is based on quality service
  104. 104. 7% on listening
  105. 105. 3% on telling</li></li></ul><li>School staff are the number one cause of school reputation to be built or broken <br />Phi Delta Kappa study<br />
  106. 106. Hierarchy of Effective Communications<br />1. One-to-one, face-to-face<br />2. Small group discussion/meeting<br />3. Speaking before a large group<br />4. Phone conversation<br />5. Handwritten, personal note<br />6. Typewritten, personal letter not generated by computer<br />7. Computer generated or word-processing-generated “personal letter”<br />8. Mass-produced, non-personal letter<br />9. Brochure or pamphlet sent out as a “direct mail” piece<br />10. Article in organizational newsletter, magazine, tabloid<br />11. News carried in popular press<br />12. Advertising in newspapers, radio, TV, magazines, posters<br />13. Other less effective forms of communication (billboards, skywriters, etc.)<br />
  107. 107. Each customer interaction can be either magic or tragic <br />How to Talk to Customers<br />Diane Berenbaum & Tom Larkin<br />
  108. 108. More not-so-great news<br />It is most often the employee's response to negative incidents, not the incidents themselves, that lead to customer dissatisfaction.<br />
  109. 109.
  110. 110. Always remember our greatest common bond<br />
  111. 111. Quick tip #1<br />Thank them for the great service they already provide. Repeat as necessary.<br />
  112. 112. Our goals today<br />is it just me—or are we busier? <br />why service in education matters<br />help staff make it personal<br />the voice message<br />central office role in good school service<br />basics of good service<br />how to deal with the Caller from Hell<br />Do you have them at hello?<br />
  113. 113.
  114. 114. Your taskTo be a district Power of Three leader<br />
  115. 115. If your actions inspire others to dream more, learn more, do more and become more, you are a leader.<br />John Quincy Adams<br />
  116. 116. Quick tip #47<br />It's also about how we treat each other.<br />
  117. 117. We have a belief that our guests will only receive the kind of treatment we want them to receive if the cast members receive that same kind of treatment from their managers.<br />- Walt Disney World Handbook<br />
  118. 118.
  119. 119. Do your leaders, give credit where it is due?<br />
  120. 120.
  121. 121. There is a lot at stake in terms of how people are treated by their leader…<br />
  122. 122.
  123. 123. But, don’t take my word for it…<br /><ul><li>Highly accomplished people use language in an instinctive or intuitive way—and it is focused on what they are trying to accomplish. </li></ul> Success Built to Last<br />
  124. 124. But, wait—there’s more…<br />By using powerful language, positive communication style, and non-verbal expressiveness, leaders breathe life into a vision. The Leadership Challenge<br />Leaders who develop and communicate clear, coherent and compelling theories of action are more likely to achieve the produce they desire. Leading for Results<br />
  125. 125. More words on using words…<br />Leading from voice is a necessary condition for leadership On Becoming a Leader<br />Think of your words as a lifeline on the pitching deck of a boat—they reassure people and help them regain their footing. You’re in Charge—Now What?<br />
  126. 126. Respect starts with inclusion<br />all staff at staff meetings?<br />communication plans include frontline staff?<br />consult with frontline staff?<br />give them the information to do their job—including about the work of teachers? <br />Do you have them at hello?<br />
  127. 127. Moving to WOW<br />Give a corporate example for:<br />Pathetic<br />Adequate<br />WOW!<br />
  128. 128. Moving to WOW<br />Give a personal example for:<br />Pathetic<br />Adequate<br />WOW!<br />
  129. 129. The Change Page<br />(Personal)<br />1.<br />2.<br />3.<br />4. <br />5.<br />
  130. 130. The Change Page<br />(Shared)<br />1.<br />2.<br />3.<br />4. <br />5.<br />
  131. 131. The Change Page<br />Tip Sheet<br />1.<br />2.<br />3.<br />4. <br />5.<br />
  132. 132. Our goals today<br />What would they change…<br />Smile more<br />Do you have them at hello?<br />
  133. 133. Our goals today<br />is it just me—or are we busier? <br />why service in education matters<br />help staff make it personal<br />the voice message<br />central office role in good school service<br />basics of good service<br />how to deal with the Caller from Hell<br />Do you have them at hello?<br />
  134. 134. ”The good-to-great companies did not focus principally on what to do to become great; they focussed equally on what not to do and what to stop doing." <br /> Good to Great Jim Collins<br />
  135. 135. Sometimes less is less…<br />we have eight goals—serve as filter <br />Focus, align, consolidate, reduce<br />shelter schools from needless work <br />Do more centrally (staff handbook etc.) <br />Do you have them at hello?<br />
  136. 136. Ways to support great service<br />ask questions—like “how long will it take to copy 1200 letters?”<br />provide great service yourself <br />keep the focus on schools as key clients<br />do the work for them <br />Do you have them at hello?<br />
  137. 137.
  138. 138. We provide resources to create a welcoming school<br /><ul><li>posters
  139. 139. training for school secretaries and custodians—plus school and district office staff
  140. 140. visual audits
  141. 141. communications planning
  142. 142. tip sheets and checklists
  143. 143. Scripts, Q and A and letters in crises/negative situations</li></li></ul><li>
  144. 144.
  145. 145. Scripts for secretaries a key priority<br />Might be as simple as “Thank you for your call—our spokesperson is Brian Woodland, let me give you his number”<br />Could also be a standard answer such as “We had a threatening prank call today and police were called. The investigation found that the call was a prank and the school is safe—a letter is coming home today.”<br />
  146. 146.
  147. 147.
  148. 148. Our goals today<br />is it just me—or are we busier? <br />why service in education matters<br />help staff make it personal<br />the voice message<br />central office role in good school service<br />basics of good service<br />how to deal with the Caller from Hell<br />Do you have them at hello?<br />
  149. 149. Your Attitude<br />Communicated three ways:<br /> 7% by words<br /> 38% by tone of voice <br /> 55% in non-verbal waysSilent Messages, Dr. Albert Mehrabian<br />Do you have them at hello?<br />
  150. 150. But I said I cared. And I yelled it too. A lot. <br />Watch this customer interaction. Staff asks guest if help needed. Guest asks for help. Staff makes suggestions. Guest offers gift. What could be wrong with that?<br />Do you have them at hello?<br />
  151. 151.
  152. 152. Your reputation will self-destruct in 5 seconds...<br />Get the first five seconds right—our genes train us to distinguish between safe opportunities and dangerous situations—these sensing devices are at full stretch when customers move toward a potential service encounter. <br />The Buzz, David Freemantle<br />
  153. 153. The “Gayla” rule..<br />You get five minutes to impress…<br />Do you have them at hello?<br />
  154. 154.
  155. 155.
  156. 156. Quick tip #5<br />Make contact in the first 5—even if just eye contact.<br />
  157. 157. L.I.P.<br />Service <br />
  158. 158. Listen<br />Involve<br />Present<br />Service <br />
  159. 159. Listen<br />people need to be heard <br />must show you have heard them through body language, sounds, questions<br />most precious resource right now—attention<br />Do you have them at hello?<br />
  160. 160. Oh, and about the multiplicity of pedagogical benefits of primary multi-age groupings…Or, how to become the jargon police<br />
  161. 161.
  162. 162. Lock down? Lock up? The right words, at the right time<br />
  163. 163.
  164. 164. I now deputize you as jargon police officers!<br />
  165. 165. NOTICE OF PESTICIDE USE<br /> <br /> <br />Between June 1 to October 31, 2003 the Peel District School Board will be conducting a larviciding program under the authority of the Local Medical Officer of Health to control larval mosquitoes in order to prevent their development into vectors of West Nile Virus. The pellet formulation of the larvicide methoprene, altosid pellets mosquito growth regulator (Pest Control Product Act No. 21809) will be placed into catch basins of storm drains at Peel District School Board school sites. All larvicide will be applied by Ministry of the Environment licensed applicators or trained technicians. For further details please call 905-890-1010 extension 2753. The Peel District School Board is conducting the larvicide program in accordance with the Region of Peel West Nile Virus Prevention & Control Plan 2003.<br />
  166. 166.
  167. 167.
  168. 168.
  169. 169. And keep it short <br />
  170. 170.
  171. 171. 90-7-390 per cent of readers—30 seconds7 per cent –3 minutes3 per cent—30 minutes <br />
  172. 172. Quick TipThe 30 minute person is your relative! <br />
  173. 173. Of course you have my full-…what were you saying?<br />EMV—E-mail Voice <br />"the unearthly tone a person's voice takes on when he/she is reading an email while talking to you on the phone." <br />Crazy Busy<br />
  174. 174. Question time…<br />Unfortunately, would you have to admit <br />that you would want this product?<br />
  175. 175.
  176. 176. Job 1...<br />Preserve and use the human moment. <br />Crazy Busy <br />
  177. 177. All they need is love...<br />Listen. Really, listen! I need to know that you're hearing what I'm saying. From my perspective, it's all about me. So don't just follow a canned script—show what you get by reacting to my real needs and by asking the right questions. <br />The ten demandments<br />
  178. 178. Listen<br />Involve<br />Present<br />Service <br />
  179. 179. Involve yourself in the issue<br />show empathy and compassion <br />find ways to express understanding<br />don’t rush to judgement<br />Do you have them at hello?<br />
  180. 180. Quick tip #642<br />Assume that the customers view of the view is accurate.<br />
  181. 181. A bit scary but...<br />In a recent poll, people said they care more about their doctor being compassionate than being up to date on the latest medical research and treatment <br />
  182. 182. Did I mention that I am sorry?<br />Apologies count. When you mess up—say "I'm sorry". Even if it is not entirely your responsibility. Show some genuine sympathy for my situation and I'll feel understood and inclined to forgive and forget." <br /> The ten demandments<br />Do you have them at hello?<br />
  183. 183. Listen<br />Involve<br />Present<br />Service <br />
  184. 184. Present genuine solutions<br />try to find answers—not excuses <br />don’t blame the customer<br />think—what if this was your relative?<br />Do you have them at hello?<br />
  185. 185. Words to live by<br />Nothing is ever gained by winning an argument and losing a customer.<br />Knock Your Socks Off Service Recovery<br />
  186. 186. Yes—it is actually my department…<br />“Never lose a guest. Whoever receives a complaint will own it, resolve it to the guest’s satisfaction and record it.” <br />The Ritz-Carlton Basics, #13<br />Do you have them at hello?<br />
  187. 187. Quick question? <br />Is it fair to compare a luxury hotel chain with an under-funded school system? <br />Do you have them at hello?<br />
  188. 188. It is amazing what happens when we Listen, Involve and Present--A true case in point<br />
  189. 189.
  190. 190. You are a “relationship thermostat”--keep the temperature down<br />How to Talk to Customers<br />Diane Berenmaum & Tom Larkin<br />
  191. 191. Fight starters: A communications helper<br />You didn't do this right There are a few more areas on the form we need to complete<br />You have to.. Will you please …, Could you please…<br />It's not my job Let me see what I can do to help <br />What's your problem? Please tell me what happened <br />You're crazy! I can appreciate what you're saying <br />Wow-you are mad I can see why you'd be upset <br />We can't do that I want to help find a solution<br />Calming Upset Customers Rebecca L. Morgan <br />
  192. 192. And now...<br />Phone basics--quick tips and easy answers!<br />
  193. 193. Ways to NOT answer the phone...<br />Whaddayawant?<br />Do you have them at hello?<br />
  194. 194. Ways to NOT answer the phone...<br /> Greetings...and thank you so very much for calling Pinestone Public School in Happyville—where every day is a journey of learning leading to an adventure in excellence! Winner of the Brian Mulroney national award of merit and home of the mighty cougars—go black and gold! Our doors are open. This is Joy. I'm the school secretary and I am absolutely delighted to help you with any little thing I can. How may I serve you today?<br />Do you have them at hello?<br />
  195. 195. Experts agree..<br /><ul><li> Greeting is about 10 seconds
  196. 196. The formula:</li></ul>salutation+district/school name +name/department + offer of help<br /><ul><li>Example: Good morning , Superior Public School, Marsha speaking—how may I help you?</li></li></ul><li>Same rules for your personal voice mail<br />Call yourself and listen to the message…is it too long, fast, robotic, out of date, depressing, rambling, destroying your will to live<br />You've reached Brian Woodland, director of communications for the Peel board. On Monday, December 4th I am in the office but at meetings most of the day. For immediate help press *2818 for Debra Bray or, if it is a member of the media, *2626 for Alison. Otherwise, please leave your name, number and message at the sound of the tone or email me at ...<br />Do you have them at hello?<br />
  197. 197. Change Daily.<br />
  198. 198. Check your district voice mail system too...<br />the “O” option should come soon<br />make sure you get to write the greetings<br />call in to check<br />set up and test “emergency boxes”<br />provide info on your web site <br />check to make sure the phone directions are simple--not simply frustrating! <br />Do you have them at hello?<br />
  199. 199.
  200. 200.
  201. 201. I am now transferring you to limbo...<br />Quick tip: Stay with your caller<br />When you transfer, <br /><ul><li>tell them so/ask for permission
  202. 202. give your extension and name
  203. 203. stay on and introduce</li></li></ul><li>Hold please—I will be back after the NOEL conference<br />ask for permission—and wait for the answer<br />say how long<br />apologize if longer<br />20-30 seconds is the limit <br />7minutes of 'hold time' feels like 20 minutes of 'brain time'<br />Do you have them at hello?<br />
  204. 204. Did you get the email with the email tips…<br />The “should I send an email list”<br />S—Simple (clear or confusing?)<br />E—Effective (Check it –then send)<br />N—Necessary (If not-delete, fast)<br />D—Done (action needed, follow up?)<br />Send by David Shipley & Will Schealbe<br />
  205. 205. Your signature please…<br />-full name<br />-title, organization<br />-address, phone, fax<br />-email address<br />-web page<br />-acceptable quote/conversation starter<br />(in plain text, not script with pink bunnies)<br />Send by David Shipley & Will Schealbe<br />
  206. 206. Quick Tip #8765<br />When e-mailing an attachment—attach it before you address the e-mail.<br />Send: The Essential Guide to Email<br />
  207. 207. I care enough to e-mail the very best...<br />Electronics cannot match the face-to-face when it comes to emotional connection . Do not try to solve emotional issues via e-mail –it's just for data transmission.<br />Crazy Busy<br />Do you have them at hello?<br />
  208. 208. I am sure you could tell that the e-mail I sent about your child was meant to be humourous...<br />Set clear standards:<br />E-mail must never be used to discuss contentious, emotional or highly confidential issues. These issues should dealt with face-to-face or by phone.<br />Peel District School Board email policy<br />Do you have them at hello?<br />
  209. 209. On email, people aren’t quite themselves: they are angrier, less sympathetic, less aware, more easily wounded, even more gossipy and duplicitous. Email has the tendency to encourage the lesser angels of our nature” <br />Send: The Essential Guide to Email <br />
  210. 210. Quick Tip #2387<br />When you forget the quote about the angels, remember Michael Brown (formerly of FEMA)<br />
  211. 211. Quick tip #2387-1<br />Your e-mail that you intended to be private can likely be accessed by the public. Easily.<br />
  212. 212.
  213. 213. It is not our policy to discuss our policy<br />Quick tip: Do not use the “P” word<br />The customer service rep who dismisses an unhappy customer with a perfunctory "I can't help you-that's our policy" positions the company to lose dozens if not hundreds of current and potential customers<br />Knock Your Socks Off Service Recovery<br />
  214. 214. When you try the “policy” line, even if you do not say the “P” word ...<br />
  215. 215.
  216. 216. Also, a pesky little secret…<br />What we often call “policy” or “procedure” is really neither. Just the way we prefer to do things. <br />
  217. 217. POLICY<br />
  218. 218. Instead of policy…<br />I understand. Here’s how we can help…<br />To make sure we are fair to everyone…<br />I am so sorry—We can’t do what you want, but let me tell you what we can do…<br />No one likes to hear about a policy, I know, but in this case..<br />Do you have them at hello?<br />
  219. 219. Our goals today<br />is it just me—or are we busier? <br />why service in education matters<br />help staff make it personal<br />the voice message<br />central office role in good school service<br />basics of good service<br />how to deal with the Caller from Hell<br />Do you have them at hello?<br />
  220. 220.
  221. 221. How to deal with the Customer From Hell<br />
  222. 222. Know the difference<br />Upset: reasonable people—momentary lapse of unreasonableness <br />Difficult: Almost always chronically hard to communicate with Calming Upset Customers Rebecca L. Morgan <br />Do you have them at hello?<br />
  223. 223.
  224. 224. When faced with a screamer <br />-don't interrupt<br />-be willing to help<br />-stay neutral<br />-confirm what you have heard<br />Do you have them at hello?<br />
  225. 225. People who fight fire with fire usually end up with the ashes <br /> Abigail Wan Buren <br />
  226. 226. Ok—now you are making me mad...<br />When your customer is the most anxious, you need to be at your best—competent, confident, calm and in control.<br />Knock Your Socks Off Service Recovery<br />
  227. 227.
  228. 228. Quick tip #8<br />For many callers from hell, a heartfelt apology is all they are looking for.<br />
  229. 229. If you ever get caught interrupting a caller, find a big stick and whack yourself upside the head with it. Winning With the Caller From Hell<br /> Shaun Belding<br />
  230. 230. I am sort of sorry<br />How to apologize without taking blame:<br />“I understand—I'd be unhappy if that happened to me”<br />Knock Your Socks Off Service Recovery<br />Ron Zemke and Chip Bell<br />Do you have them at hello?<br />
  231. 231. Some “Hellish” Tips...<br />Be like Teflon to the CFH (Customers from Hell) sticky anger or upset, and let the rage wash over you<br />Try "Have I done something personally to upset you—I'd like to help. Please give me a chance. <br />Do not use your policies as a shield with a CFH—it will simply give them something concrete to turn against you. Instead, try, here's what is possible, here's what we can do<br />Sometimes you need to call on a higher authority—and transfer<br />Do you have them at hello?<br />
  232. 232. The Brian Woodland line...<br />I can hear that you are upset—and I understand that. But it is making it difficult for me to help you—which is what I want to do. What can I do to help? <br />Do you have them at hello?<br />
  233. 233. Quick tip #666<br />Know your limits—do not let callers be personally abusive.<br />
  234. 234. Watch your language...<br /><ul><li>If I hear that language again, I won't be able to help you—unless we can find a different way to communicate I am going to have to hang up.
  235. 235. Excuse me, but I do not have to listen to that kind of language and I am going to hang up right now –then do it</li></li></ul><li>Quick tip #3<br />Remember—these jobs are NOT easy, but are appreciated<br />
  236. 236.
  237. 237. One final word—grateful<br />
  238. 238. Always remember our greatest common bond<br />
  239. 239. A last word…<br />Never forget that even the smallest acts of kindness by each of us can have a major impact on the lives of the children we serve…<br />
  240. 240.
  241. 241.
  242. 242. Come to the edge…<br />
  243. 243. We can't, we can't, we are afraid.<br />
  244. 244. Come to the edge…<br />
  245. 245. We can't, we will fall.<br />
  246. 246. Come to the edge…<br />
  247. 247. And they came, and Life pushed them<br />
  248. 248. And they flew<br />Guillaume Apollinaire<br />

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