The Front-Line ofCustomer Service      2011 Fall Support Conference
The Front-Line ofCustomer Service
Brad Domitrovich Georgetown Independent School District  Director of School and Community Relations Texas School Public Re...
How Can I Help You?
What iscustomer service?
What is customer service?          Customer service is a            series of activities          designed to enhance     ...
What is customer service?    - and it’s also -  the feeling thata product or service      has met   the customers    expec...
What iscommunication?
Communication is a process by which  information is transmitted from       one person to another      and it elicits a res...
Why communication matters!★ Good  communication is a skill needed  to be successful in whatever we do.★ Good communication...
Try to think of a job thatdoesn’t include communication    and customer service?
Customer ServiceRELATIONSHIPSCommunications
Who are our customers?★Students★Parents★Community★Employees
Fundamental needs       of a customer ...★To feel welcome.★To be understood.★To obtain assistance.★To be valued.
Five Rules for   Great Customer Service1. Keep customers the priority.2. Over-deliver when possible.3. Offer choices.4. Be...
In a recent survey,    92% of the people who hada positive experience visiting a school           for the first time   reme...
The person ...
and theirsmile!
In a recent survey,what three things did people say made them  feel un-welcome when they telephoned         a school for t...
#1 They didnot know   whothey weretalking to.
#2 They felt like  they were   imposingon the personanswering the    phone.
#3   They felt like the persondid not listen to them entirely.
Communication Skills
Communicating effectively   with others includes …★ Speaking★ Listening★ Body   Language
SpeakingOne-on-One★ Eye contact and body language★ Both are equally criticalTelephone★ Remember the five customer service r...
ListeningListening is the key to great communication.★ The best communicators are listeners.Stop what your doing★ This inc...
Body Language★Eye   contact★Body    posture★Facial   expressions
What is a positive attitude?★ Attitude is the way you communicate  your mood to others.★ When you are optimistic, you tran...
Attitude and Career Success★ In  the work environment, it is your attitude  that makes the difference.★ Building and maint...
Your attitude and work?★Take   the time to do a personal survey:  • Would you hire you?  • Would you like to work for you?
Just how happy are we?★ In   a recent survey ...  •    80% of the people said that they       “woke up happy”.  •    79% o...
Major sources of happiness ...1.Relationship with children.2.Friends/friendship.3.Helping others.4.Relationship with spous...
Some ways to get happy!★ Throw   out non-essential numbers (like age, weight, and height).★ Surround   yourself with happy...
What about attitude?★ You, and  only you, are in charge of  your attitude.★ Attitude is your choice to make.★ Your attitud...
ATTITUDE A=1T = 20T = 20 I=9T = 20   ATTITUDE = 100%U = 21D=4 E=5
Let’s review a few things ...
Customer ServiceRELATIONSHIPSCommunications
Fundamental needs       of a customer ...★To feel welcome.★To be understood.★To obtain assistance.★To be valued.
Five Rules for   Great Customer Service1. Keep customers the priority.2. Over-deliver when possible.3. Offer choices.4. Be...
Questions/Comments
Brad Domitrovich Georgetown Independent School District  Director of School and Community Relations      DomitrovichB@Geor...
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TASPA - The Front-Line of Customer Service

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Presented at the TASPA 2011 Fall Support Staff Conference.

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TASPA - The Front-Line of Customer Service

  1. 1. The Front-Line ofCustomer Service 2011 Fall Support Conference
  2. 2. The Front-Line ofCustomer Service
  3. 3. Brad Domitrovich Georgetown Independent School District Director of School and Community Relations Texas School Public Relations Association Past President 2008-2009
  4. 4. How Can I Help You?
  5. 5. What iscustomer service?
  6. 6. What is customer service? Customer service is a series of activities designed to enhance the level of customer satisfaction.
  7. 7. What is customer service? - and it’s also - the feeling thata product or service has met the customers expectation.
  8. 8. What iscommunication?
  9. 9. Communication is a process by which information is transmitted from one person to another and it elicits a response.
  10. 10. Why communication matters!★ Good communication is a skill needed to be successful in whatever we do.★ Good communication is paramount especially in a crisis situation.★ Customer service is all about good communication skills.
  11. 11. Try to think of a job thatdoesn’t include communication and customer service?
  12. 12. Customer ServiceRELATIONSHIPSCommunications
  13. 13. Who are our customers?★Students★Parents★Community★Employees
  14. 14. Fundamental needs of a customer ...★To feel welcome.★To be understood.★To obtain assistance.★To be valued.
  15. 15. Five Rules for Great Customer Service1. Keep customers the priority.2. Over-deliver when possible.3. Offer choices.4. Be access-approachable.5. Use logic not emotion.
  16. 16. In a recent survey, 92% of the people who hada positive experience visiting a school for the first time remembered what two things?
  17. 17. The person ...
  18. 18. and theirsmile!
  19. 19. In a recent survey,what three things did people say made them feel un-welcome when they telephoned a school for the first time?
  20. 20. #1 They didnot know whothey weretalking to.
  21. 21. #2 They felt like they were imposingon the personanswering the phone.
  22. 22. #3 They felt like the persondid not listen to them entirely.
  23. 23. Communication Skills
  24. 24. Communicating effectively with others includes …★ Speaking★ Listening★ Body Language
  25. 25. SpeakingOne-on-One★ Eye contact and body language★ Both are equally criticalTelephone★ Remember the five customer service rules★ Identify, Take Time, Listen
  26. 26. ListeningListening is the key to great communication.★ The best communicators are listeners.Stop what your doing★ This includes typing and texting.Make eye contact★ It’s OK to take notes but …Muzzle your internal debater★ Stay calm and quiet.
  27. 27. Body Language★Eye contact★Body posture★Facial expressions
  28. 28. What is a positive attitude?★ Attitude is the way you communicate your mood to others.★ When you are optimistic, you transmit a positive attitude and people respond to you favorably.★ When you are pessimistic, your attitude is negative and people tend to avoid you.
  29. 29. Attitude and Career Success★ In the work environment, it is your attitude that makes the difference.★ Building and maintaining healthy relationships with superiors and co-workers is the key to success.★ Nothing contributes more to organizational success than a positive attitude.
  30. 30. Your attitude and work?★Take the time to do a personal survey: • Would you hire you? • Would you like to work for you?
  31. 31. Just how happy are we?★ In a recent survey ... • 80% of the people said that they “woke up happy”. • 79% of the people said that they considered themselves “an optimist”.
  32. 32. Major sources of happiness ...1.Relationship with children.2.Friends/friendship.3.Helping others.4.Relationship with spouse/significant other.5.Job/employment.
  33. 33. Some ways to get happy!★ Throw out non-essential numbers (like age, weight, and height).★ Surround yourself with happy friends.★ Never stop learning.★ Enjoy the simple things.
  34. 34. What about attitude?★ You, and only you, are in charge of your attitude.★ Attitude is your choice to make.★ Your attitude will determine what you get or won’t get out of life!
  35. 35. ATTITUDE A=1T = 20T = 20 I=9T = 20 ATTITUDE = 100%U = 21D=4 E=5
  36. 36. Let’s review a few things ...
  37. 37. Customer ServiceRELATIONSHIPSCommunications
  38. 38. Fundamental needs of a customer ...★To feel welcome.★To be understood.★To obtain assistance.★To be valued.
  39. 39. Five Rules for Great Customer Service1. Keep customers the priority.2. Over-deliver when possible.3. Offer choices.4. Be access-approachable.5. Use logic not emotion.
  40. 40. Questions/Comments
  41. 41. Brad Domitrovich Georgetown Independent School District Director of School and Community Relations DomitrovichB@GeorgetownISD.org (512) 943-1890 www.SlideShare.net/BradDomitrovich
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