Is Quality service is everyone’s job quality service everyone’s job? This is a story about fourEVERYBODY Everybody, people named SOMEBODY Somebody, Anybody and Nobody. This is a story about There was an important job four people to be done and Everybody was asked to do it. Everybody was sure that Somebody would do it. ANYBODY Anybody could have done NOBODY it, but Nobody did it.
There was an important job to be done and Everybody was asked to do it. Everybody was sure that Somebody would do it. Anybody could have done it, but Nobody did it.
SOMEBODY got very angry about that, because it was EVERYBODY’S JOB
It ended up that Everybody blamedSomebody when Nobody did what Anybody could have done. Quality service is everyone’s job
CUSTOMER CARE Definition of Customer Care Customer Care Skills PUBLIC RELATIONS Definition of Public Relations Public Relations ObjectivesCUSTOMER CARE & PULIC RELATIONS IN ELT MANAGEMENT
CUSTOMER PUBLIC CARE RELATIONSCustomer care and public relations are two careers withmuch in common. After all, both positions serve as the"face" of a company and work to uphold the companysimage and interests.The Main Difference A customer care representative, as the works directly name implies, with customers while public relations specialists most often deal with members of the media and other organizations.
CUSTOMER CARE Why is Customer Care Important? Because Happy Customers STAY Your Customers (and not someone elses)The key to success lies not only inhaving a good product, but also inbeing able to provide thecustomer with the level of servicethey desire.
CUSTOMER CARE Definition of Customer CareFeeling concern and interest insomeone who has entered a businessto buy a product or obtain a service. Basic rule of customer care: Put yourself in the customers shoes; see the situation as they do.
Customer Care SkillsThere are 8 main customer care skills thatneed to be displayed when serving thecustomer :1. Appearance2. Observation3. Listening4. Body Language and Facial Expression5. Talking6. Assertiveness7. Attitude8. Behaviour
AppearanceThe appearance of yourself and the othermembers of staff in your team will say a lotabout the standards within your operation.
Observation • It’s easy to miss shortfalls in standards because of familiarity. • Try to stand back and look at your workplace in an objective way.
Listening• If we fail to listen to the customer they will feel that we do not really care about them and therefore not return.• The 2 main ways of listen attentively are:1. Physical attending2. Psychological attending
Physical Psychological Attending: attending:• Face the speaker • Keep an open mind• Maintain eye • Think ahead contact • Analyse and evaluate• Maintain an open • Do not interrupt posture • Interpret a tone of voice • Evaluate the non-verbal• Stay relatively signs relaxed
Body Language & Facial Expression• Reading and understanding body language is an essential part of listening. If our body language does not reflect the words that we are using then the customer will not believe us.60 Understanding a50 message…4030 Message • Words: 10%2010 • Tone, pitch, volume: 35% 0 • Non-verbal behaviour: 55% Words Non- verbal
Talking When talking to the customer we must not… • Complain about the company • Moan, moan and moan again! • Talk over the customers head!
AssertivenessWhen dealing with customers there are 3types of behaviour we can employ: 1.Aggressiveness 2. Assertiveness 3. Submissiveness.
Assertiveness• We should try to apply an assertive manner at all times.• By being assertive you remain in control, have greater self confidence and earn the respect of others.
Attitude & Behaviour• The way we behave with customers is all important.• We must display a positive approach and be courteous at all times. Remember…• Each customer is an individual.• Be enthusiastic-it’s infectious!• Courtesy costs nothing• Treat people as individuals. Use their name.
PUBLIC RELATIONSPublic relations is a key component of asuccessful marketing campaign, so itsessential that PR professionalsspeak the language of marketers.
PUBLIC RELATIONSThe deliberate, planned and sustainedeffort to institute and maintain mutualunderstanding between an organisationand its publics.
Public Relations Objectives• Enthusiastic and • Good relations cooperative employees with competitors who provide excellent • Responsible service industry postures• Satisfied and informed • Strong community shareholders support• Excellent media relations • Good corporate• Open communication citizenship with various stakeholders • Good government• Harmonious union relationships relations • Good relations• Satisfied and loyal with financial customers institutions 25
The main goal of a public relations• To enhance a company’s reputation.• To provide a service for the company by helping to give the public and the media a better understanding of how the company works.• To provide feedback to the company from the public 26
CUSTOMER CARE & PULIC RELATIONS IN ELT MANAGEMENT Student as Customer VS. Student as Learner
CUSTOMER CARE & PULIC RELATIONS IN ELT MANAGEMENT Student as CustomerAn important distinction vs. Student as Learner• Students are traditionally product, not customer-oriented.• They establish requirements, policies and procedures students are expected to meet and follow. Students tend to (but not always) acquiesce.
CUSTOMER CARE & PULIC RELATIONS IN ELT MANAGEMENT Student as CustomerAn important distinction vs. Student as Learner • Increased competition, students’ complaints, and successful programs of quality service have all begun to change the institution’s approach to student service.
CUSTOMER CARE & PULIC RELATIONS IN ELT MANAGEMENTThe student is…. the most important person , without students, there would be no need for the institution.… not a cold enrollment statistic but a flesh-and-blood human being with feelings and emotions like our own.… not someone to be tolerated so that we can do our thing. Students are our thing.
CUSTOMER CARE & PULIC RELATIONS IN ELT MANAGEMENTThe student is….… notdependent on us. Rather, we are dependent on them.… not an interruption of our work, but the purpose of it. We are not doing them a favor by serving them. They are doing us a favor by giving us the opportunity to do so.
CUSTOMER CARE & PULIC RELATIONS IN ELT MANAGEMENT • What are some common service problems encountered by students? • Little effort expended to• Technology behind the times. “educate” the customer: students, parents and the public.
CUSTOMER CARE & PULIC RELATIONS IN ELT MANAGEMENT• What are some common service problems encountered by students?• Repeat the same mistakes term after term.• Complicated fee-payment procedures.
CUSTOMER CARE & PULIC RELATIONS IN ELT MANAGEMENT• What are some common service problems encountered by students?• Poor communication between offices and divisions.• Staff hired and placed in positions with little regard for their personal strengths. • Administrative policies and procedures designed for convenience of school instead of students.
CUSTOMER CARE & PULIC RELATIONS IN ELT MANAGEMENT • What are some common service problems encountered by students?• Telephone system. •Parking. •Class availability.
CUSTOMER CARE & PULIC RELATIONS IN ELT MANAGEMENTWhat is needed?It is very difficult for staff to deliver caring and helpful service without: – Student-friendly delivery systems. - Adequate facilities and equipment.
CUSTOMER CARE & PULIC RELATIONS IN ELT MANAGEMENTWhat is needed? – Adequate staffing and remuneration. – Supportive management. – Well-trained staff.
REFERENCES• Impey, Graham et. al, 1994, The ELT Manager’s Handbook, Greathe Britain: The Bath Press• http://en.wikipedia.org/w/index.php• http://www.platformmagazine.com• http://www.techstore.ie/Business-Training/Management-Training- Courses.htm
Remember, people willjudge you by your actions,not your intentions. You may have a heart of gold but so does a hard- boiled egg