The Magic of Customer Service

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Presented at the TASB Superintendent Secretary Training Conference

Presented at the TASB Superintendent Secretary Training Conference

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  • 1. THE MAGIC OF CUSTOMER SERVICETASB Superintendent Secretary Training Conference October 2012 ✪ Austin, Texas
  • 2. Br adDo mi t r o v ich
  • 3. If you would like toview this presentation at a later date, please visit:www.SlideShare.net/ BradDomitrovich
  • 4. Who are your customers?
  • 5. EmployT he B oss ees ard Bo Taxpayers M edia Memb ers Who are your customers? Former Pare nts Busines Board s LeadersMembe rs Students
  • 6. Which customer is “King”? Your boss may THINK they are!
  • 7. Which customer is “King”?
  • 8. What makes customer service so magical?
  • 9. Five Rules for Great Customer ServiceFive Tips for Dealing with Difficult People Five Positive Thoughts for Great Customer Service
  • 10. What isCustomerService?
  • 11. Customer service is aseries of activities designed to enhance the level of customer satisfaction.
  • 12. Customer service isthe feeling that a product or service has met thecustomer’s expectations.
  • 13. Customer service isthe connection you make with all your customers.
  • 14. Five Rules for GreatCustomer Service
  • 15. 1Keep customers the priority.
  • 16. 2 Over-deliverwhenever possible.
  • 17. 3Offer choices.
  • 18. 4Be access-approachable.
  • 19. 5 Use logicand not emotion.
  • 20. Before we move on ...
  • 21. What is adifficultperson?
  • 22. What is a difficult person? • Someone who has a bad attitude. • Someone who is never wrong. • Someone who doesn’t listen. • Someone who acts very childish.
  • 23. What is a difficult person? • Someone who attempts to intimidate or manipulate other people. • Someone who does not share your point of view or your organization’s point of view.
  • 24. FIVE TIPS FOR DEALING WITHDIFFICULT PEOPLE
  • 25. 1 Assist themquickly and efficiently.
  • 26. 2Smile.
  • 27. 3Listen without interrupting.
  • 28. 4 Never takea complaint personally.
  • 29. 5Offer and request respect.
  • 30. Before we finish off ...
  • 31. Five Positive Thoughts forGreat Customer Service
  • 32. 1 You only get one chanceto make a first impression.
  • 33. 2Make sure people feel betterafter they have talked to you.
  • 34. 3Three words to avoid when dealingwith the public “that’s our policy”.
  • 35. 4 Communication is notwhat you say, but how people interpret what you say.
  • 36. 5Always be a part of the solutionand never a part of the problem.
  • 37. Questions? Comments?
  • 38. What makes customer service so magical?
  • 39. If you would like toview this presentation at a later date, please visit:www.SlideShare.net/ BradDomitrovich
  • 40. THE MAGIC OF CUSTOMER SERVICETASB Superintendent Secretary Training Conference October 2012 ✪ Austin, Texas