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TASPA - The Front-Line of Customer Service

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Presented at the TASPA 2011 Fall Support Staff Conference.

Presented at the TASPA 2011 Fall Support Staff Conference.

Published in: Education, Business
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  • 1. The Front-Line ofCustomer Service 2011 Fall Support Conference
  • 2. The Front-Line ofCustomer Service
  • 3. Brad Domitrovich Georgetown Independent School District Director of School and Community Relations Texas School Public Relations Association Past President 2008-2009
  • 4. How Can I Help You?
  • 5. What iscustomer service?
  • 6. What is customer service? Customer service is a series of activities designed to enhance the level of customer satisfaction.
  • 7. What is customer service? - and it’s also - the feeling thata product or service has met the customers expectation.
  • 8. What iscommunication?
  • 9. Communication is a process by which information is transmitted from one person to another and it elicits a response.
  • 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. Try to think of a job thatdoesn’t include communication and customer service?
  • 12. Customer ServiceRELATIONSHIPSCommunications
  • 13. Who are our customers?★Students★Parents★Community★Employees
  • 14. Fundamental needs of a customer ...★To feel welcome.★To be understood.★To obtain assistance.★To be valued.
  • 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. In a recent survey, 92% of the people who hada positive experience visiting a school for the first time remembered what two things?
  • 17. The person ...
  • 18. and theirsmile!
  • 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. #1 They didnot know whothey weretalking to.
  • 21. #2 They felt like they were imposingon the personanswering the phone.
  • 22. #3 They felt like the persondid not listen to them entirely.
  • 23. Communication Skills
  • 24. Communicating effectively with others includes …★ Speaking★ Listening★ Body Language
  • 25. SpeakingOne-on-One★ Eye contact and body language★ Both are equally criticalTelephone★ Remember the five customer service rules★ Identify, Take Time, Listen
  • 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. Body Language★Eye contact★Body posture★Facial expressions
  • 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. 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. Your attitude and work?★Take the time to do a personal survey: • Would you hire you? • Would you like to work for you?
  • 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. Major sources of happiness ...1.Relationship with children.2.Friends/friendship.3.Helping others.4.Relationship with spouse/significant other.5.Job/employment.
  • 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. 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. ATTITUDE A=1T = 20T = 20 I=9T = 20 ATTITUDE = 100%U = 21D=4 E=5
  • 36. Let’s review a few things ...
  • 37. Customer ServiceRELATIONSHIPSCommunications
  • 38. Fundamental needs of a customer ...★To feel welcome.★To be understood.★To obtain assistance.★To be valued.
  • 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. Questions/Comments
  • 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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