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Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
Dail "0" for Customer Service KYACAC 2012
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Dail "0" for Customer Service KYACAC 2012

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  • 1. Dial “0” for Customer Service KY ACAC Jeff Kallay, VP Consulting, a.k.a. “Apostle of Authenticity” Trent Gilbert, CXO, Chief eXperience OfficerThursday, March 15, 12
  • 2. Managing Expectations The Admissions Perfect Storm Talking About Customer Service Eight Steps to “Good” Customer Service “Great” Customer Service 1, 2, 3... “Exceptional” Customer Service is FISHy Keep Learning DiscussionThursday, March 15, 12
  • 3. The Admissions Perfect StormThursday, March 15, 12
  • 4. Thursday, March 15, 12
  • 5. Thursday, March 15, 12
  • 6. Thursday, March 15, 12
  • 7. Thursday, March 15, 12
  • 8. Thursday, March 15, 12
  • 9. Thursday, March 15, 12
  • 10. Thursday, March 15, 12
  • 11. Party Scene? Security? How Much?Thursday, March 15, 12
  • 12. LOAN is a Four Letter WordThursday, March 15, 12
  • 13. Talking About Customer ServiceThursday, March 15, 12
  • 14. 5000 Marketing Messages Consumers are Assaulted with per day Consumers 18-65 years old, Ad Age 2010Thursday, March 15, 12
  • 15. 64% Believe Advertising is “Dishonest” or “Unrealistic” Consumers 18-65 years old, Ad Age 2010Thursday, March 15, 12
  • 16. 90% Trust Word-of-Mouth vs. Traditional Advertising Consumers 18-65 years old, Ad Age 2010Thursday, March 15, 12
  • 17. March 13, 2008Thursday, March 15, 12
  • 18. Thursday, March 15, 12
  • 19. We’re Replacing Service With Do It YourselfThursday, March 15, 12
  • 20. Thursday, March 15, 12
  • 21. Thursday, March 15, 12
  • 22. Thursday, March 15, 12
  • 23. Thursday, March 15, 12
  • 24. Thursday, March 15, 12
  • 25. What Have We Removed?Thursday, March 15, 12
  • 26. Humanity (and civility)Thursday, March 15, 12
  • 27. Is Customer Service Dead? Or have our expectations exceeded the realm of common sense?Thursday, March 15, 12
  • 28. The emphasis has been put on cheap products and services both by companies and customers alike.Thursday, March 15, 12
  • 29. Just as companies (and colleges) tend to be bottom-line oriented, so too are today’s consumers.Thursday, March 15, 12
  • 30. We are increasingly hoping to save time and money, while squeezing maximum benefit from the most minimal of purchases.Thursday, March 15, 12
  • 31. But an educational experience isn’t transactional. It’s more!Thursday, March 15, 12
  • 32. It’s anchored around human interaction and connections.Thursday, March 15, 12
  • 33. Tell us about your customer service experiences with these brands...Thursday, March 15, 12
  • 34. Thursday, March 15, 12
  • 35. Thursday, March 15, 12
  • 36. Thursday, March 15, 12
  • 37. Thursday, March 15, 12
  • 38. Thursday, March 15, 12
  • 39. Thursday, March 15, 12
  • 40. Thursday, March 15, 12
  • 41. Thursday, March 15, 12
  • 42. Eight Steps to “Good” Customer ServiceThursday, March 15, 12
  • 43. Customer Service #1 Answer the PhoneThursday, March 15, 12
  • 44. Thursday, March 15, 12
  • 45. Eight Phone Tips 1. Answer by 3rd ring 2. Be warm and enthusiastic 3. Identify self and department 4. Voice and diction, enunciate 5. Control your language 6. Train your voice to be positive 7. Take clear and concise messages 8. Return calls in one business day or lessThursday, March 15, 12
  • 46. Customer Service #2 Manage ExpectationsThursday, March 15, 12
  • 47. Customer Service #3 Listen to Customers (Prospective Families)Thursday, March 15, 12
  • 48. Customer Service #4 Deal with ComplaintsThursday, March 15, 12
  • 49. Customer Service #5 Be Helpful (Even if it doesn’t profit or benefit)Thursday, March 15, 12
  • 50. Customer Service #6 Train to Be: Helpful, Courteous and KnowledgeableThursday, March 15, 12
  • 51. Customer Service #7 Take the Extra StepThursday, March 15, 12
  • 52. Customer Service #8 Do Something ExtraThursday, March 15, 12
  • 53. “Great” Customer Service 1, 2, 3...Thursday, March 15, 12
  • 54. #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 attentionThursday, March 15, 12
  • 55. #2 It’s a Two-way Exchange Assure the Customer (student or parent) Listen Be Honest Ask open-ended questionsThursday, March 15, 12
  • 56. #3 Time is valuable Control the situation Explain if you need more time Ensure customer satisfaction Always thank your customer (for their time)Thursday, March 15, 12
  • 57. “Exceptional” Customer Service is FISHyThursday, March 15, 12
  • 58. Something Smells Fishy Charthouse / Fish! PhilosophyThursday, March 15, 12
  • 59. Pike Place Fish Market Seattle Pike Place Fish Market - Tossing FishThursday, March 15, 12
  • 60. Fish! Philosophy Play Make their day Be There (or Be Present - give full attention) Choose your attitudeThursday, March 15, 12
  • 61. Johnny the BaggerThursday, March 15, 12
  • 62. “People won’t remember what you say or do, but they will always remember how you made them feel.”Thursday, March 15, 12
  • 63. Thursday, March 15, 12
  • 64. Thursday, March 15, 12
  • 65. Thursday, March 15, 12
  • 66. Thursday, March 15, 12
  • 67. Thursday, March 15, 12
  • 68. Thursday, March 15, 12
  • 69. Dial “0” for Customer Service targetx.com/slideshare Jeff Kallay kallay@targetx.com Trent Gilbert gilbert@targetx.comThursday, March 15, 12

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