What iscommunication? Communication is a process by which information is transmitted from one person to another and it elicits a response.
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.
Try to think of a job that doesn’t include communication and customer service?
For the most part,aren’t most jobs all about relationships?
Who are our customers? • Parents • Community • Students • Employees • Other Board Members
Fundamental Needs of a Customer1. To feel welcome.2. To be understood.3. To retain dignity.4. To obtain assistance.5. To be valued.
Some Excuses Givenfor Bad Customer Service Low expectations. Inadequate training. Not service oriented. We’ve always done it …Lack of respect for others.
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.
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?
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?
Communicating effectively with others includes …• Speaking• Listening• Body Language• Knowing your audience
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
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
Body Language• Eye contact• Body posture• Appropriate gestures • Avoid over enthusiastic moves• Facial expressions• Voice modulation • No shouting or whispering
Know Your Audience• Silent Generation (1925-1942) • John McCain• Baby Boomers (1942-1960) • Bill Clinton• Generation X (1961-1981) • Barack Obama
Silent Generation (1925-1942) • Discussion, inclusion, and “the process”. • Newspapers, some TV, town hall type meetings.
Baby Boomers (1942-1960)• More spiritual and idealistic.• Value rebellion.• Targeted newsletters, e- mail, task force.
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.