Customer Service sesion delivered as keynote to Alberta public trustees

1. Do you have them at hello? Practical tips and powerful strategies to build relationships

2. Brian Woodland, APR Director of Communications and Strategic Partnerships Peel District School Board 5650 Hurontario Street Mississauga, Ontario, Canada L5R 1C6 (905) 890-1010, ext. 2812 Brian.Woodland@peelsb.com visit www.peelschools.org Find this presentation on LinkedIn Do you have them at hello?

3. The doors we open and close each day decide the lives we live Flora Whittemore

4. Praise where it is due… Thank you for your exceptional daily work to serve students—and your personal leadership!

7. Leadership is action, not position. Source: Donald H. McGannon

10. Good service starts with engagement

14. So, what do YOU have to reveal…

15. Our goals today(for the linear, obsessive people present) is it just me—or are we busier? why service in education matters help staff make it personal the voice message central office role in good school service basics of good service how to deal with the Caller from Hell thunderous applause Do you have them at hello?

16. Quick Tip: If you do not like the use of customer service…get over yourself!

17. A very short guide on how not to build customer relationships…

19. Our goals today is it just me—or are we busier? why service in education matters help staff make it personal the voice message central office role in good school service basics of good service how to deal with the Caller from Hell thunderous applause Do you have them at hello?

20. Is it just me—or are things busier? why it feels that way the impact on our work together Do you have them at hello?

23. Old:How are you? Fine New:How are you? Busy. Too busy. CRAZY busy! Crazy Busy

24. Four qualities of a Crazy Busy life Rush—do you wait for the hand dryer? Gush—the volume of data we receive Worry—thanks Al Gore! Blather—clutter – the colossal, growing mess of words, images, number, noises and physical objects that roll over us like the Blob Do you have them at hello?

25. Search "getting organized " -Amazon 2,718 books -Google 15,200,000 entries How many of us bought the organization book—and now can't find it under the Blob?

27. Quick tip #952 This person does not have time to read all this stuff so we centrally have to stop sending it!

28. The bottom line our people at every level are busy too busy CRAZY busy Do you have them at hello?

29. How do your people feel? I am overwhelmed by my job 62.8 % Only sometimes 23 % No-I am fine 14.2 Boston.com. 2005 Add them up – 85.8 overwhelmed . The rest—lying or incompetent !

30. Do your staff sometimes feel like this... Do you have them at hello?

32. A special bonus... the people they talk to are crazy busy too they are less patient, more demanding they are actually…cranky! Do you have them at hello?

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. I have a right to be impatient or rude when other people are behaving stupidly.

37. I am entitled to special privileges because I am who I am.

38. I’m a taxpayer; I own this school and everyone in it.

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. So what if I’m being rude — I never have to see this person again so what difference does it make?

41. My opinions and views are more valid than anyone else’s.

46. 4 to 7 (Warm) indicates a need to slow down

48. A possible response to this cranky world... Do you have them at hello?

50. But there are good reasons to face the challenge head on with eyes wide open... Do you have them at hello?

60. Customers are twice as likely to become loyal if they can voice their dissatisfactionCalming Upset Customers Rebecca L. Morgan

61. There is much at stake "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." The ten demandments Kelly Mooney

62. One picture of the future

64. 3 per cent move away

65. 5 per cent develop other relationships

66. 9 per cent leave for competitive reasons

67. 14 per cent are dissatisfied with product

68. 68 per cent leave because of the poor way they were treated by employeesExceeding Customer Expectations Kirk Kazanjian

69. "The most important single ingredient in the formula of success is knowing how to get along with people." Theodore Roosevelt Do you have them at hello?

70. Myth—the number of complaints should be minimized! 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

71. Quick tip #631 The goal is complaint stimulation (really!)

73. always include price of publications

75. What are the qualities of SuperParents?

77. passionate

78. care about their child

79. demanding and impatient

80. interested

81. knowledge-seekers

82. can be bullies

83. may lack trust

85. Crazy Busy people + SuperParents =

87. Reputation building:Do it now or pay later—and keep paying! It takes nearly 4 years for a company to rebuild a blemished reputationBurson-Marsteller Building CEO Capital Survey

88. Monopoly is a game… not the state of public education.

89. Remember the top five reasons?

90. Our goals today is it just me—or are we busier? why service in education matters help staff make it personal the voice message central office role in good school service basics of good service how to deal with the Caller from Hell Do you have them at hello?

91. Quick tip #19,876,324 It can’t all be about tips and easy answers!

92. Why…The problem with scripted responses—they sound canned and inauthentic. Plus, customers don't know their lines very well. Knock Your Socks Off Service Recovery Ron Zemke and Chip Bell

93. Hello, good morning!

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. Source: The Ten Demandments, Kelly Mooney

97. Not just the facts ma'am…

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. -- Antoine de Saint-Exupery

99. We'll always have Paris…

100. What do you think of when I say Paris?

101. Question time… What is our heart of change?

104. 7% on listening

106. Hierarchy of Effective Communications 1. One-to-one, face-to-face 2. Small group discussion/meeting 3. Speaking before a large group 4. Phone conversation 5. Handwritten, personal note 6. Typewritten, personal letter not generated by computer 7. Computer generated or word-processing-generated “personal letter” 8. Mass-produced, non-personal letter 9. Brochure or pamphlet sent out as a “direct mail” piece 10. Article in organizational newsletter, magazine, tabloid 11. News carried in popular press 12. Advertising in newspapers, radio, TV, magazines, posters 13. Other less effective forms of communication (billboards, skywriters, etc.)

107. Each customer interaction can be either magic or tragic How to Talk to Customers Diane Berenbaum & Tom Larkin

108. More not-so-great news It is most often the employee's response to negative incidents, not the incidents themselves, that lead to customer dissatisfaction.

110. Always remember our greatest common bond

111. Quick tip #1 Thank them for the great service they already provide. Repeat as necessary.

112. Our goals today is it just me—or are we busier? why service in education matters help staff make it personal the voice message central office role in good school service basics of good service how to deal with the Caller from Hell Do you have them at hello?

114. Your taskTo be a district Power of Three leader

115. If your actions inspire others to dream more, learn more, do more and become more, you are a leader. John Quincy Adams

116. Quick tip #47 It's also about how we treat each other.

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. - Walt Disney World Handbook

119. Do your leaders, give credit where it is due?

121. There is a lot at stake in terms of how people are treated by their leader…

124. But, wait—there’s more… By using powerful language, positive communication style, and non-verbal expressiveness, leaders breathe life into a vision. The Leadership Challenge Leaders who develop and communicate clear, coherent and compelling theories of action are more likely to achieve the produce they desire. Leading for Results

125. More words on using words… Leading from voice is a necessary condition for leadership On Becoming a Leader 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?

126. Respect starts with inclusion all staff at staff meetings? communication plans include frontline staff? consult with frontline staff? give them the information to do their job—including about the work of teachers? Do you have them at hello?

127. Moving to WOW Give a corporate example for: Pathetic Adequate WOW!

128. Moving to WOW Give a personal example for: Pathetic Adequate WOW!

129. The Change Page (Personal) 1. 2. 3. 4. 5.

130. The Change Page (Shared) 1. 2. 3. 4. 5.

131. The Change Page Tip Sheet 1. 2. 3. 4. 5.

132. Our goals today What would they change… Smile more Do you have them at hello?

133. Our goals today is it just me—or are we busier? why service in education matters help staff make it personal the voice message central office role in good school service basics of good service how to deal with the Caller from Hell Do you have them at hello?

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." Good to Great Jim Collins

135. Sometimes less is less… we have eight goals—serve as filter Focus, align, consolidate, reduce shelter schools from needless work Do more centrally (staff handbook etc.) Do you have them at hello?

136. Ways to support great service ask questions—like “how long will it take to copy 1200 letters?” provide great service yourself keep the focus on schools as key clients do the work for them Do you have them at hello?

139. training for school secretaries and custodians—plus school and district office staff

140. visual audits

141. communications planning

142. tip sheets and checklists

145. Scripts for secretaries a key priority Might be as simple as “Thank you for your call—our spokesperson is Brian Woodland, let me give you his number” 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.”

148. Our goals today is it just me—or are we busier? why service in education matters help staff make it personal the voice message central office role in good school service basics of good service how to deal with the Caller from Hell Do you have them at hello?

149. Your Attitude Communicated three ways: 7% by words 38% by tone of voice 55% in non-verbal waysSilent Messages, Dr. Albert Mehrabian Do you have them at hello?

150. But I said I cared. And I yelled it too. A lot. 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? Do you have them at hello?

152. Your reputation will self-destruct in 5 seconds... 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. The Buzz, David Freemantle

153. The “Gayla” rule.. You get five minutes to impress… Do you have them at hello?

156. Quick tip #5 Make contact in the first 5—even if just eye contact.

157. L.I.P. Service

158. Listen Involve Present Service

159. Listen people need to be heard must show you have heard them through body language, sounds, questions most precious resource right now—attention Do you have them at hello?

160. Oh, and about the multiplicity of pedagogical benefits of primary multi-age groupings…Or, how to become the jargon police

162. Lock down? Lock up? The right words, at the right time

164. I now deputize you as jargon police officers!

165. NOTICE OF PESTICIDE USE 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.

169. And keep it short

171. 90-7-390 per cent of readers—30 seconds7 per cent –3 minutes3 per cent—30 minutes

172. Quick TipThe 30 minute person is your relative!

173. Of course you have my full-…what were you saying? EMV—E-mail Voice "the unearthly tone a person's voice takes on when he/she is reading an email while talking to you on the phone." Crazy Busy

174. Question time… Unfortunately, would you have to admit that you would want this product?

176. Job 1... Preserve and use the human moment. Crazy Busy

177. All they need is love... 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. The ten demandments

178. Listen Involve Present Service

179. Involve yourself in the issue show empathy and compassion find ways to express understanding don’t rush to judgement Do you have them at hello?

180. Quick tip #642 Assume that the customers view of the view is accurate.

181. A bit scary but... 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

182. Did I mention that I am sorry? 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." The ten demandments Do you have them at hello?

183. Listen Involve Present Service

184. Present genuine solutions try to find answers—not excuses don’t blame the customer think—what if this was your relative? Do you have them at hello?

185. Words to live by Nothing is ever gained by winning an argument and losing a customer. Knock Your Socks Off Service Recovery

186. Yes—it is actually my department… “Never lose a guest. Whoever receives a complaint will own it, resolve it to the guest’s satisfaction and record it.” The Ritz-Carlton Basics, #13 Do you have them at hello?

187. Quick question? Is it fair to compare a luxury hotel chain with an under-funded school system? Do you have them at hello?

188. It is amazing what happens when we Listen, Involve and Present--A true case in point

190. You are a “relationship thermostat”--keep the temperature down How to Talk to Customers Diane Berenmaum & Tom Larkin

191. Fight starters: A communications helper You didn't do this right There are a few more areas on the form we need to complete You have to.. Will you please …, Could you please… It's not my job Let me see what I can do to help What's your problem? Please tell me what happened You're crazy! I can appreciate what you're saying Wow-you are mad I can see why you'd be upset We can't do that I want to help find a solution Calming Upset Customers Rebecca L. Morgan

192. And now... Phone basics--quick tips and easy answers!

193. Ways to NOT answer the phone... Whaddayawant? Do you have them at hello?

194. Ways to NOT answer the phone... 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? Do you have them at hello?

197. Change Daily.

198. Check your district voice mail system too... the “O” option should come soon make sure you get to write the greetings call in to check set up and test “emergency boxes” provide info on your web site check to make sure the phone directions are simple--not simply frustrating! Do you have them at hello?

202. give your extension and name

204. Did you get the email with the email tips… The “should I send an email list” S—Simple (clear or confusing?) E—Effective (Check it –then send) N—Necessary (If not-delete, fast) D—Done (action needed, follow up?) Send by David Shipley & Will Schealbe

205. Your signature please… -full name -title, organization -address, phone, fax -email address -web page -acceptable quote/conversation starter (in plain text, not script with pink bunnies) Send by David Shipley & Will Schealbe

206. Quick Tip #8765 When e-mailing an attachment—attach it before you address the e-mail. Send: The Essential Guide to Email

207. I care enough to e-mail the very best... 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. Crazy Busy Do you have them at hello?

208. I am sure you could tell that the e-mail I sent about your child was meant to be humourous... Set clear standards: 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. Peel District School Board email policy Do you have them at hello?

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” Send: The Essential Guide to Email

210. Quick Tip #2387 When you forget the quote about the angels, remember Michael Brown (formerly of FEMA)

211. Quick tip #2387-1 Your e-mail that you intended to be private can likely be accessed by the public. Easily.

213. It is not our policy to discuss our policy Quick tip: Do not use the “P” word 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 Knock Your Socks Off Service Recovery

214. When you try the “policy” line, even if you do not say the “P” word ...

216. Also, a pesky little secret… What we often call “policy” or “procedure” is really neither. Just the way we prefer to do things.

217. POLICY

218. Instead of policy… I understand. Here’s how we can help… To make sure we are fair to everyone… I am so sorry—We can’t do what you want, but let me tell you what we can do… No one likes to hear about a policy, I know, but in this case.. Do you have them at hello?

219. Our goals today is it just me—or are we busier? why service in education matters help staff make it personal the voice message central office role in good school service basics of good service how to deal with the Caller from Hell Do you have them at hello?

221. How to deal with the Customer From Hell

222. Know the difference Upset: reasonable people—momentary lapse of unreasonableness Difficult: Almost always chronically hard to communicate with Calming Upset Customers Rebecca L. Morgan Do you have them at hello?

224. When faced with a screamer -don't interrupt -be willing to help -stay neutral -confirm what you have heard Do you have them at hello?

225. People who fight fire with fire usually end up with the ashes Abigail Wan Buren

226. Ok—now you are making me mad... When your customer is the most anxious, you need to be at your best—competent, confident, calm and in control. Knock Your Socks Off Service Recovery

228. Quick tip #8 For many callers from hell, a heartfelt apology is all they are looking for.

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 Shaun Belding

230. I am sort of sorry How to apologize without taking blame: “I understand—I'd be unhappy if that happened to me” Knock Your Socks Off Service Recovery Ron Zemke and Chip Bell Do you have them at hello?

231. Some “Hellish” Tips... Be like Teflon to the CFH (Customers from Hell) sticky anger or upset, and let the rage wash over you Try "Have I done something personally to upset you—I'd like to help. Please give me a chance. 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 Sometimes you need to call on a higher authority—and transfer Do you have them at hello?

232. The Brian Woodland line... 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? Do you have them at hello?

233. Quick tip #666 Know your limits—do not let callers be personally abusive.

237. One final word—grateful

238. Always remember our greatest common bond

239. A last word… 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…

242. Come to the edge…

243. We can't, we can't, we are afraid.

244. Come to the edge…

245. We can't, we will fall.

246. Come to the edge…

247. And they came, and Life pushed them

248. And they flew Guillaume Apollinaire