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TASB SLI - The Magic of Customer Service
 

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.

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 TASB SLI - The Magic of Customer Service Presentation Transcript

    • 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.• Someone who acts verychildish.
    • 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.
    • 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