THE MAGIC OFCUSTOMERSERVICETASB Summer Leadership InstituteJune 2013 ✪ San Antonio/Fort Worth
BradDomitrovich
If you would like toview this presentationat a later date,please visit:www.SlideShare.net/BradDomitrovich
Who are yourdistrict’s customers?
Who are yourdistrict’s customers?EmployeesParentsStudentsBoardMembersTaxpayersBusinessLeadersMedia
Which customer is “King”?
EVERY customer is “King”!
What makescustomerservice somagical?
What isCustomerService?
Customer service is aseries of activities designedto enhance the levelof customer satisfaction.
Customer service isthe feeling that a productor service has met thecustomer’s expectations.
Customer service isthe connection you makewith all your customers.
In a recent PR survey ...“What 2 things did peopleremember most whenthey visited a school?”
The person ...
... and their smile!
The person ...
... and their no smile!
A customer service story.
A customer service story.
A customer service story.
A customer service story.
A customer service story.
A customer service story.
A customer service story.
A customer service story.
A customer service story.
Five Positive Thoughts forCustomer Service
You only get one chanceto make a first impression.1
Make sure people feel betterafter they have talked to you.2
Three words to avoid when dealingwith the public “that’s our policy”.3
Communication is notwhat you say, but how peopleinterpret what you say.4
Always be a part of the solutionand never a part of the problem.5
Five Rules for GreatCustomer Service
Keep customersthe priority.1
Over-deliverwhenever possible.2
Offer choices.3
Be access-approachable.4
Use logicand not emotion.5
What is adifficultperson?
What is a difficult person?• Someone who has a badattitude.• Someone who is neverwrong.• Someone who doesn’tlisten.• Someon...
What is a difficult person?• Someone who attempts tointimidate or manipulateother people.• Someone who does notshare your p...
FIVE TIPS FOR DEALING WITHDIFFICULT PEOPLE
Assist themquickly and efficiently.1
Smile.2
Listenwithout interrupting.3
Never takea complaint personally.4
Offer and requestrespect.5
Five Closing Thoughts onCustomer Service
Listen more than you speak.1
Words like “Please”, “Sorry”, and“Thank you” should be a partof everyone’s vocabulary.2
Never keep people hangingor make a promise you can’t keep.3
Be the best ambassador andadvocate possible for your district.4
The best way to ensure your districttreats customers graciously is to seta good example yourself.5
If you would like toview this presentationat a later date,please visit:www.SlideShare.net/BradDomitrovich
THE MAGIC OFCUSTOMERSERVICETASB Summer Leadership InstituteJune 2013 ✪ San Antonio/Fort Worth
TASB SLI - The Magic of Customer Service
TASB SLI - The Magic of Customer Service
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TASB SLI - The Magic of Customer Service

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Presented at the 2013 TASB Summer Leadership Institute in San Antonio and Fort Worth.

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TASB SLI - The Magic of Customer Service

  1. 1. THE MAGIC OFCUSTOMERSERVICETASB Summer Leadership InstituteJune 2013 ✪ San Antonio/Fort Worth
  2. 2. BradDomitrovich
  3. 3. If you would like toview this presentationat a later date,please visit:www.SlideShare.net/BradDomitrovich
  4. 4. Who are yourdistrict’s customers?
  5. 5. Who are yourdistrict’s customers?EmployeesParentsStudentsBoardMembersTaxpayersBusinessLeadersMedia
  6. 6. Which customer is “King”?
  7. 7. EVERY customer is “King”!
  8. 8. What makescustomerservice somagical?
  9. 9. What isCustomerService?
  10. 10. Customer service is aseries of activities designedto enhance the levelof customer satisfaction.
  11. 11. Customer service isthe feeling that a productor service has met thecustomer’s expectations.
  12. 12. Customer service isthe connection you makewith all your customers.
  13. 13. In a recent PR survey ...“What 2 things did peopleremember most whenthey visited a school?”
  14. 14. The person ...
  15. 15. ... and their smile!
  16. 16. The person ...
  17. 17. ... and their no smile!
  18. 18. A customer service story.
  19. 19. A customer service story.
  20. 20. A customer service story.
  21. 21. A customer service story.
  22. 22. A customer service story.
  23. 23. A customer service story.
  24. 24. A customer service story.
  25. 25. A customer service story.
  26. 26. A customer service story.
  27. 27. Five Positive Thoughts forCustomer Service
  28. 28. You only get one chanceto make a first impression.1
  29. 29. Make sure people feel betterafter they have talked to you.2
  30. 30. Three words to avoid when dealingwith the public “that’s our policy”.3
  31. 31. Communication is notwhat you say, but how peopleinterpret what you say.4
  32. 32. Always be a part of the solutionand never a part of the problem.5
  33. 33. Five Rules for GreatCustomer Service
  34. 34. Keep customersthe priority.1
  35. 35. Over-deliverwhenever possible.2
  36. 36. Offer choices.3
  37. 37. Be access-approachable.4
  38. 38. Use logicand not emotion.5
  39. 39. What is adifficultperson?
  40. 40. What is a difficult person?• Someone who has a badattitude.• Someone who is neverwrong.• Someone who doesn’tlisten.• Someone who acts verychildish.
  41. 41. What is a difficult person?• Someone who attempts tointimidate or manipulateother people.• Someone who does notshare your point of viewor your organization’spoint of view.
  42. 42. FIVE TIPS FOR DEALING WITHDIFFICULT PEOPLE
  43. 43. Assist themquickly and efficiently.1
  44. 44. Smile.2
  45. 45. Listenwithout interrupting.3
  46. 46. Never takea complaint personally.4
  47. 47. Offer and requestrespect.5
  48. 48. Five Closing Thoughts onCustomer Service
  49. 49. Listen more than you speak.1
  50. 50. Words like “Please”, “Sorry”, and“Thank you” should be a partof everyone’s vocabulary.2
  51. 51. Never keep people hangingor make a promise you can’t keep.3
  52. 52. Be the best ambassador andadvocate possible for your district.4
  53. 53. The best way to ensure your districttreats customers graciously is to seta good example yourself.5
  54. 54. If you would like toview this presentationat a later date,please visit:www.SlideShare.net/BradDomitrovich
  55. 55. THE MAGIC OFCUSTOMERSERVICETASB Summer Leadership InstituteJune 2013 ✪ San Antonio/Fort Worth

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