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Customer Relations


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Customer Relations

  1. 1. Customer Relations <ul><li>Supervisors’ Academy </li></ul>
  2. 2. What is customer service? <ul><li>“ You will be judged by what you do, not what you say.” </li></ul>
  3. 3. What is customer service? <ul><li>Answer your phone </li></ul><ul><li>Don’t make promises you can’t keep </li></ul><ul><li>Listen to your customers </li></ul><ul><li>Deal with complaints </li></ul><ul><li>Be helpful- even if there is no immediate profit from it </li></ul><ul><li>Train your staff to ALWAYS be helpful, courteous and knowledgeable </li></ul><ul><li>Provide status updates </li></ul><ul><li>Take the extra step </li></ul><ul><li>Throw in something extra </li></ul>
  4. 4. Customer Service as a Supervisor <ul><li>Don’t sacrifice your employees to keep your customers… that’s bad business </li></ul><ul><li>When and how to cut off bad customers </li></ul><ul><li>Turn bossy customers into partners </li></ul><ul><li>Realize that your staff will treat customers the way that they are treated </li></ul><ul><li>Do you customers know who you are </li></ul><ul><li>Are your customers greeted when they walk in </li></ul><ul><li>Give customers the benefit of the doubt </li></ul><ul><li>If a customer requests something special, then try to say yes </li></ul><ul><li>Are your staff trained to handle customer complaints or an irate person </li></ul><ul><li>Ask your customers if they are satisfied </li></ul>
  5. 5. Agenda <ul><li>Introductions: Name and Position </li></ul><ul><li>Personalities: Yours and Theirs </li></ul><ul><li>Your Customers: Who and Why </li></ul><ul><li>Meeting Customer Needs </li></ul><ul><li>TSD’s Objectives: 6 Documents You Should Know </li></ul>
  6. 6. Personalities Yours and Theirs
  7. 7. Personality Test <ul><li>10-15 minutes </li></ul><ul><li>Please take your time and consider your best answer </li></ul>
  8. 8. Grading Personality Tests <ul><li>Choice A = Extrovert </li></ul><ul><li>Choice B = Introvert </li></ul><ul><li>Choice C = Sensing </li></ul><ul><li>Choice D = Intuitive </li></ul><ul><li>Choice E = Thinking </li></ul><ul><li>Choice F = Feeling </li></ul><ul><li>Choice G = Judging </li></ul><ul><li>Choice H = Perceiving </li></ul>
  9. 9. Customer Personality Types <ul><li>Analytical - Sensing </li></ul><ul><li>Driver - Intuitive </li></ul><ul><li>Amiable - Feeling </li></ul><ul><li>Expressive - Thinking </li></ul>
  10. 10. Your Customers Who and Why
  11. 11. Groups of 3 <ul><li>15 minutes </li></ul><ul><li>Intro- name, department </li></ul><ul><li>Determine how each of your departments serve TSD’s objectives </li></ul><ul><li>Determine each department’s customers </li></ul><ul><li>Nominate a group speaker </li></ul><ul><li>Share </li></ul>
  12. 12. Know Your Customers
  13. 13. Phrasing <ul><li>No negatives </li></ul><ul><li>Personalize… be a friend, not the enemy </li></ul><ul><li>Use the customer’s name </li></ul><ul><li>Don’t condescendingly correct the customer </li></ul>
  14. 14. Rapport <ul><li>Warm introduction </li></ul><ul><li>Tell stories </li></ul><ul><li>Ask questions- personal and professional </li></ul><ul><li>Empathize with their needs </li></ul>
  15. 15. TSD’s Objectives 6 Documents You Should Know
  16. 16. Compact with Texans Customer Service Principals <ul><li>Quality learning and living environment designed to meet students’ individual needs </li></ul><ul><li>Dignity and respect </li></ul><ul><li>Safe and healthy environment </li></ul><ul><li>Provide quality information </li></ul><ul><li>Legal, open, honest, professional, courteous, efficient and timely </li></ul><ul><li>Website for all access </li></ul>
  17. 17. Compact with Texans Customer Service Principals <ul><li>Provide publications, pamphlets and presentations about School activities as requested </li></ul><ul><li>Return calls within two days </li></ul><ul><li>Respond to written requests within ten days </li></ul><ul><li>Provide direct communication for DHH customers </li></ul><ul><li>Maintain conscientious, competent and courteous staff </li></ul><ul><li>Acknowledge complaints within two days </li></ul>
  18. 18. 2009-2013 Strategic Plan <ul><li>Students will demonstrate academic, work and life skills </li></ul><ul><ul><li>Annual progress </li></ul></ul><ul><ul><li>Individualized curriculum </li></ul></ul><ul><ul><li>After-school learning and life skills </li></ul></ul><ul><ul><li>Provide support services </li></ul></ul><ul><li>Texas will benefit from outreach and resources </li></ul><ul><ul><li>Provide quality technical support </li></ul></ul><ul><ul><li>Provide quality summer programs </li></ul></ul>
  19. 19. Blueprint for Excellence <ul><li>Students show growth in reading, writing and math by meeting AYP on state tests </li></ul><ul><li>Develop instructional and student life programs to meet students’ needs </li></ul><ul><li>Prepare all students for life after graduation </li></ul><ul><li>Recruit and retain quality workforce </li></ul><ul><li>TSD community will promote itself </li></ul><ul><li>Max community partnerships and alternative funding sources </li></ul>
  20. 20. Belief Statements <ul><li>Shared responsibility </li></ul><ul><li>Develop whole person </li></ul><ul><li>Involve people in decisions about them </li></ul><ul><li>Full signing environment </li></ul><ul><li>Technologically competent </li></ul><ul><li>Exposure to Deaf Culture </li></ul>
  21. 21. Mission & Vision <ul><li>Learn, grow and belong </li></ul><ul><li>Recognized as a local, state and national leader in Deaf Education </li></ul>
  22. 22. Any Questions or Comments?