Dail "0" for Customer Service PACAC 2012

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  • 1. Dial “0” for Customer Service PACAC Trent Gilbert, CXO, Chief eXperience OfficerTuesday, June 26, 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 DiscussionTuesday, June 26, 12
  • 3. The Admissions Perfect StormTuesday, June 26, 12
  • 4. Tuesday, June 26, 12
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  • 10. Tuesday, June 26, 12
  • 11. Party Scene? Security? How Much?Tuesday, June 26, 12
  • 12. LOAN is a Four Letter WordTuesday, June 26, 12
  • 13. Talking About Customer ServiceTuesday, June 26, 12
  • 14. 5000 Marketing Messages Consumers are Assaulted with per day Consumers 18-65 years old, Ad Age 2010Tuesday, June 26, 12
  • 15. 64% Believe Advertising is “Dishonest” or “Unrealistic” Consumers 18-65 years old, Ad Age 2010Tuesday, June 26, 12
  • 16. 90% Trust Word-of-Mouth vs. Traditional Advertising Consumers 18-65 years old, Ad Age 2010Tuesday, June 26, 12
  • 17. March 13, 2008Tuesday, June 26, 12
  • 18. Tuesday, June 26, 12
  • 19. We’re Replacing Service With Do It YourselfTuesday, June 26, 12
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  • 24. Tuesday, June 26, 12
  • 25. What Have We Removed?Tuesday, June 26, 12
  • 26. Humanity (and civility)Tuesday, June 26, 12
  • 27. Is Customer Service Dead? Or have our expectations exceeded the realm of common sense?Tuesday, June 26, 12
  • 28. The emphasis has been put on cheap products and services both by companies and customers alike.Tuesday, June 26, 12
  • 29. Just as companies (and colleges) tend to be bottom-line oriented, so too are today’s consumers.Tuesday, June 26, 12
  • 30. We are increasingly hoping to save time and money, while squeezing maximum benefit from the most minimal of purchases.Tuesday, June 26, 12
  • 31. But an educational experience isn’t transactional. It’s more!Tuesday, June 26, 12
  • 32. It’s anchored around human interaction and connections.Tuesday, June 26, 12
  • 33. Tell us about your customer service experiences with these brands...Tuesday, June 26, 12
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  • 41. Tuesday, June 26, 12
  • 42. Eight Steps to “Good” Customer ServiceTuesday, June 26, 12
  • 43. Customer Service #1 Answer the PhoneTuesday, June 26, 12
  • 44. Tuesday, June 26, 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 lessTuesday, June 26, 12
  • 46. Customer Service #2 Manage ExpectationsTuesday, June 26, 12
  • 47. Customer Service #3 Listen to Customers (Prospective Families)Tuesday, June 26, 12
  • 48. Customer Service #4 Deal with ComplaintsTuesday, June 26, 12
  • 49. Customer Service #5 Be Helpful (Even if it doesn’t profit or benefit)Tuesday, June 26, 12
  • 50. Customer Service #6 Train to Be: Helpful, Courteous and KnowledgeableTuesday, June 26, 12
  • 51. Customer Service #7 Take the Extra StepTuesday, June 26, 12
  • 52. Customer Service #8 Do Something ExtraTuesday, June 26, 12
  • 53. “Great” Customer Service 1, 2, 3...Tuesday, June 26, 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 attentionTuesday, June 26, 12
  • 55. #2 It’s a Two-way Exchange Assure the Customer (student or parent) Listen Be Honest Ask open-ended questionsTuesday, June 26, 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)Tuesday, June 26, 12
  • 57. “Exceptional” Customer Service is FISHyTuesday, June 26, 12
  • 58. Something Smells Fishy Charthouse / Fish! PhilosophyTuesday, June 26, 12
  • 59. Pike Place Fish Market Seattle Pike Place Fish Market - Tossing FishTuesday, June 26, 12
  • 60. Fish! Philosophy Play Make their day Be There (or Be Present - give full attention) Choose your attitudeTuesday, June 26, 12
  • 61. Johnny the BaggerTuesday, June 26, 12
  • 62. “People won’t remember what you say or do, but they will always remember how you made them feel.”Tuesday, June 26, 12
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  • 69. Dial “0” for Customer Service targetx.com/slideshare Trent Gilbert gilbert@targetx.comTuesday, June 26, 12