An Attitude of Customer Service

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Presented 2/25/2011 at TASB Winter Governance and Legal Seminar in Corpus Christi.

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An Attitude of Customer Service

  1. 1. An Attitude of Customer Service Brad DomitrovichGeorgetown Independent School DistrictTexas School Public Relations Association
  2. 2. If you would like a copy of today’s presentation … www.SlideShare.net/BradDomitrovich
  3. 3. What iscustomer service?
  4. 4. What iscustomer service? Customer service is a series of activities designed to enhance the level of customer satisfaction.
  5. 5. What is customer service? - and it’s also - the feeling thata product or service has met the customers expectation.
  6. 6. What iscommunication?
  7. 7. What iscommunication? Communication is a process by which information is transmitted from one person to another and it elicits a response.
  8. 8. Why communication matters?• Good communication is a skill needed by all of us to be successful in whatever we do.• Good communication is everything in a crisis situation.• Customer service is all about good communication skills.
  9. 9. Try to think of a job that doesn’t include communication and customer service?
  10. 10. For the most part,aren’t most jobs all about relationships?
  11. 11. Customer Service RELATIONSHIPSCommunications
  12. 12. Who are our customers? • Parents • Community • Students • Employees • Other Board Members
  13. 13. Fundamental Needs of a Customer1. To feel welcome.2. To be understood.3. To retain dignity.4. To obtain assistance.5. To be valued.
  14. 14. Some Excuses Givenfor Bad Customer Service Low expectations. Inadequate training. Not service oriented. We’ve always done it …Lack of respect for others.
  15. 15. Five Rules for Great Customer Service1. Keep customers the priority.2. Over-deliver when possible.3. Offer choices.4. Be access-approachable.5. Use logic not emotion.
  16. 16. Our customers …• Do we talk about them when we shouldn’t?• Do we keep their concerns private?• Do we judge people by their looks, appearance, or dress?• Do we judge people by who they are related to?
  17. 17. In a recent customer survey, 92% of the people who had apositive experience about visiting a school for the first time remembered what two things?
  18. 18. The person …
  19. 19. and theirsmile!
  20. 20. In a recent customer service survey, what three things did respondentssay made them feel like their were not being helped when they called a school for the first time?
  21. 21. #1 They did notknow whothey weretalking to.
  22. 22. #2They felt like they wereimposing on the person answering the phone.
  23. 23. #3They felt that the person did not listen to them entirely.
  24. 24. Communication Skills
  25. 25. Communicating effectively with others includes …• Speaking• Listening• Body Language• Knowing your audience
  26. 26. Speaking• One-on-One • Eye contact and body language • Both are equally critical• Telephone • Remember customer service rules • Identify, Take the time, listen• Presentation • Eye contact, brevity, repetition
  27. 27. Listening• Listening is the key to great communication. • The best communicators are listeners.• Stop what your doing • This includes typing and texting• Make eye contact • It’s OK to take notes but …• Muzzle your internal debater
  28. 28. Body Language• Eye contact• Body posture• Appropriate gestures • Avoid over enthusiastic moves• Facial expressions• Voice modulation • No shouting or whispering
  29. 29. Know Your Audience• Silent Generation (1925-1942) • John McCain• Baby Boomers (1942-1960) • Bill Clinton• Generation X (1961-1981) • Barack Obama
  30. 30. Silent Generation (1925-1942) • Discussion, inclusion, and “the process”. • Newspapers, some TV, town hall type meetings.
  31. 31. Baby Boomers (1942-1960)• More spiritual and idealistic.• Value rebellion.• Targeted newsletters, e- mail, task force.
  32. 32. Generation X (1961-1981) • Parents of majority of students in school today. • Skeptical problem solvers. • Very interactive. • On-line readers. • Texting, cell phones, e-mail, blogging.
  33. 33. Let’s review a few things!
  34. 34. Fundamental Needs of a Customer1. To feel welcome.2. To be understood.3. To retain dignity.4. To obtain assistance.5. To be valued.
  35. 35. Five Rules for Great Customer Service1. Keep customers the priority.2. Over-deliver when possible.3. Offer choices.4. Be access-approachable.5. Use logic not emotion.
  36. 36. Customer Service RELATIONSHIPSCommunications
  37. 37. Questions?
  38. 38. If you would like a copy of today’s presentation … www.SlideShare.net/BradDomitrovich

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