Excellent Customer Service, One Relationship At A Time

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These slides are a framework for a highly interactive presentation emphasizing WOW customer service, the power of nonverbal communication and assumptions we make based on nonverbal cues.

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  • Excellent Customer Service, One Relationship At A Time

    1. 1. Excellent Customer Service, One Relationship At A Time Ann Miller Fall 2008
    2. 2. Before we begin <ul><li>Time </li></ul><ul><li>Breaks </li></ul><ul><li>Handouts </li></ul><ul><li>Have fun </li></ul>
    3. 3. Agenda <ul><li>Introductions </li></ul><ul><li>Exceeding customer expectations </li></ul><ul><li>Communication basics </li></ul><ul><li>Assuming best intentions </li></ul><ul><li>Using a professional image to command respect </li></ul>
    4. 4. Introductions <ul><li>Get a partner </li></ul><ul><li>Name </li></ul><ul><li>Title </li></ul><ul><li>An accomplishment that makes that person proud </li></ul>
    5. 5. Values IDEAL Customer Service <ul><li>I Integrity </li></ul><ul><li>D Dignity </li></ul><ul><li>E Excellence </li></ul><ul><li>A Accountability </li></ul><ul><li>L Leadership </li></ul>
    6. 6. Solano County Library Customer Service <ul><li>Exceeds customer expectations </li></ul><ul><li>Anticipates needs and wants </li></ul><ul><li>Welcomes interactions </li></ul><ul><li>Acts as an ambassador </li></ul>
    7. 7. Communication Processes
    8. 8. Listening: The Key <ul><li>Stop talking </li></ul><ul><li>Avoid distractions </li></ul><ul><li>Concentrate on what the other person is saying </li></ul><ul><li>Look for the “real meaning” </li></ul><ul><li>Provide feedback to sender </li></ul>
    9. 9. <ul><li>Time </li></ul><ul><li>Money </li></ul><ul><li>Reputation </li></ul><ul><li>Relationships </li></ul>Motivators
    10. 10. Nonverbal Communication <ul><li>Body language </li></ul><ul><li>Facial expressions </li></ul><ul><li>Postures </li></ul><ul><li>Voice  </li></ul><ul><li>Clothing </li></ul><ul><li>Touch </li></ul><ul><li>Un conscious behavior </li></ul>
    11. 11. Communicating with New Americans <ul><li>Respect cultural differences </li></ul><ul><li>Don’t ignore – at least smile </li></ul><ul><li>Children as translators </li></ul><ul><li>Library may be new experience </li></ul>
    12. 12. Answering the Phone <ul><li>BREATHE then greet caller </li></ul><ul><li>Department </li></ul><ul><li>Name </li></ul><ul><li>Offer your help </li></ul>
    13. 13. Meetings <ul><li>Agendas – chair responsible for sending a week before meeting </li></ul><ul><li>Minutes – distributed to ALL staff via intranet </li></ul><ul><li>You are responsible for reading minutes of meetings </li></ul><ul><li>Action items </li></ul><ul><li>“ Stand-ins” </li></ul><ul><li>Buddy system for latecomers </li></ul><ul><li>“ All Staff” meetings are strongly encouraged </li></ul>
    14. 14. Professional Image = Respect
    15. 15. Exercise Who said what?
    16. 16. One skill you learned today
    17. 17. <ul><li>They may forget what you said, but they will never forget how you made them feel. </li></ul><ul><li>-Carl Buechner </li></ul>
    18. 18. Photo Credits <ul><li>Mosic: http://www.flickr.com/photos/hurleygurley/37047949/ </li></ul><ul><li>Spiral: http://www.flickr.com/photos/heypaul/107326157/ </li></ul><ul><li>Bookshelf: http://www.flickr.com/photos/striatic/729822/ </li></ul><ul><li>Parking meter: http://www.flickr.com/photos/nahh/2239581489/ </li></ul><ul><li>Cow on horizon: http://www.flickr.com/photos/pbo31/244473500/ </li></ul><ul><li>Girl on beach: http://www.flickr.com/photos/mikebaird/2678307443/ </li></ul><ul><li>Elephants talk: http://www.flickr.com/photos/ginable/325235488/ </li></ul><ul><li>Anna listens: http://www.flickr.com/photos/49784886@N00/372374016/ </li></ul><ul><li>Coin stack: http://www.flickr.com/photos/luismimunoznajar/2092407573/ </li></ul><ul><li>Power Ranger kid: http://www.flickr.com/photos/philscoville/2369151720/ </li></ul><ul><li>Watermelon smile: http://www.flickr.com/photos/wtlphotos/938615249/ </li></ul><ul><li>Breathe: http://www.flickr.com/photos/shawnzlea/866110617 </li></ul><ul><li>Leaf falling: http://www.flickr.com/photos/jessekruger/2945113808/ </li></ul><ul><li>Square dance: http://www.flickr.com/photos/trialsanderrors/2765519432/ </li></ul><ul><li>Dog smile: http://www.flickr.com/photos/sookie/167461515/ </li></ul><ul><li>Lego: http://www.flickr.com/photos/wwworks/2473052504/ </li></ul><ul><li>Hand holding: http://www.flickr.com/photos/pleeker/205337310/ </li></ul>

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