ACT Ohio Suppport Customer Service


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ACT Ohio Suppport Customer Service

  1. 1. Customer Service IS the Marketing 23rd Annual ACT Ohio Staff Development Workshop Jeff Kallay, VP Consulting
  2. 2. Managing Expectations Brand Analogy Is Customer Service Dead? An “Obituary” for Customer Service 1-2-3’s of Customer Service Basics The Customer Experience Something Smells Fishy Simple Truth of Service
  3. 3. Brand Analogy What car, restaurant or retail brand would your campus be and why?
  4. 4. Is Customer Service Dead? What do you think?
  5. 5. An “Obituary” for Customer Service
  6. 6. March 13, 2008
  7. 7. We’re Replacing Service With Do It Yourself
  8. 8. What Have We Removed?
  9. 9. Humanity (and civility)
  10. 10. Is Customer Service Dead? Or have our expectations exceeded the realm of common sense?
  11. 11. The emphasis has been put on cheap products and services both by companies and customers alike.
  12. 12. Just as companies (and colleges) tend to be bottom-line oriented, so too are today’s consumers.
  13. 13. We are increasingly hoping to save time and money, while squeezing maximum benefit from the most minimal of purchases.
  14. 14. But a college experience isn’t transactional. It’s more!
  15. 15. It’s anchored around human interaction and connections.
  16. 16. 1-2-3’s of Customer Service Basics
  17. 17. #1 Wipe the slate clean Be personal - Be human Don’t let bad experiences carry over Access customer information Know your customer expectations Utilize your expertise Provide immediate attention
  18. 18. #2 It’s a two-way exchange Assure the customer Listen Be honest Ask open ended questions
  19. 19. #3 Time is valuable Control the situation Explain if you need more time Ensure customer satisfaction Always thank your customer (for their time)
  20. 20. Customer Service Should Be Customer Experience
  21. 21. Welcome to the Experience Economy Pine & Gilmore
  22. 22. The Experience IS the Marketing on Experiences ssi gre ro cP mi Text Service/Info no co fE ryo eo Th Industrial Agrarian
  23. 23. Millennials Kaitlin Caitlin Kate Lynn
  24. 24. “Why Students Apply” Arts & Science Group Student Poll 2004
  25. 25. Web and In Person - 84% use the web most heavily in researching colleges - 71% say the campus visit is the most trusted source of information Eduventures 2007 Survey of 7,867 High school junior and seniors. Reported in The Chronicle of Higher Education “Prospective Students Rely on Campus Visits and Web Sites to Learn About Colleges, Report Says”
  26. 26. “Effectiveness” Noel-Levitz 2009
  27. 27. Rendering a Customer Experience Eliminate negative cues Making memories Engage all the senses Tell stories Customization (we all want what we want) Engage emotions
  28. 28. Play Your Role Accept Demanding and Savvy Consumers “They Want What They Want When They Want It” Stop and Say “Hello” and “Welcome” Remember requests to meet with faculty and staff or sit in class are norm not the exception
  29. 29. Something Smells Fishy Charthouse / Fish! Philosophy
  30. 30. Pike Place Fish Market Seattle Pike Place Fish Market - Tossing Fish
  31. 31. Fish! Philosophy Play Make their day Be There (or Be Present - give full attention) Choose your attitude
  32. 32. Simple Truth of Service Johnny the Bagger
  33. 33. “People won’t remember what you say or do, but they will always remember how you made them feel.”
  34. 34. How do you make people feel?
  35. 35. Want More? Read Our Blogs: TargetX Blog at
  36. 36. Free on Friday Webcasts Free On Friday Webcasts Watch Past Webcasts
  37. 37. Download Session PDF #1 Go to click iThink Blog click Slide Presentations #2 Go to #3
  38. 38. Customer Service IS the Marketing 23rd Annual ACT Ohio Staff Development Workshop Jeff Kallay, VP Consulting