Customer Relations
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The document provides an overview of a customer relations training for supervisors. It discusses defining good customer service, handling different customer personalities, understanding customer needs, and TSD's objectives and key documents related to customer service standards like the Compact with Texans and the strategic plan. The agenda covers introductions, a personality test, identifying customer types, focusing on customer needs, and reviewing core documents outlining TSD's customer service principles.
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Customer Relations
- 6. Personalities Yours and Theirs
- 10. Your Customers Who and Why
- 15. TSD’s Objectives 6 Documents You Should Know
- 22. Any Questions or Comments?
Editor's Notes
- Good customer service is all about bringing customers back. And about sending them away happy – happy enough to pass positive feedback about your business along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers.
- Something extra could be a smile
- If You Only Understood Your Customer's Personality Style Website Design Blog > Internet Marketing Tips July 14, 2005 Understanding personality styles will make your presentation go better. Understanding customer personality styles (Analytical, Driver, Amiable, and Expressive) will quickly tell you just how and what to say to each customer. Although every customer is different, most can be grouped into one of four groups: Analytical, Driver, Amiable, and Expressive. Here are some basic characteristics of each of these personality styles. Analytical - Analytical people are known for being systematic, well organized and deliberate. These individuals appreciate facts and information presented in a logical manner as documentation of truth. They enjoy organization and completion of detailed tasks. Others may see him at times as being too cautious, overly structured, someone who does things too much 'by the book'. * controlled * orderly * precise * disciplined * deliberate * cautious * diplomatic * systematic * logical * conventional Driver - They thrive on the thrill of the challenge and the internal motivation to succeed. Drivers are practical folks who focus on getting results. They can do a lot in a very short time. They usually talk fast, direct and to the point. Often viewed as decisive, direct and pragmatic. * action-orientated * decisive * problem solver * direct * assertive * demanding * risk taker * forceful * competitive * independent * determined * results-orientated Amiable - They are dependable, loyal and easygoing. They like things that are non-threatening and friendly. They hate dealing with impersonal details and cold hard facts. They are usually quick to reach a decision. Often described as a warm person and sensitive to the feelings of others but at the same time wishy-washy. * patient * loyal * sympathetic * team person * relaxed * mature * supportive * stable * considerate * empathetic * persevering * trusting * congenial Expressive - Very outgoing and enthusiastic, with a high energy level. They are also great idea generators, but usually do not have the ability to see the idea through to completion. They enjoy helping others and are particularly fond of socializing. They are usually slow to reach a decision. Often thought of as a talker, overly dramatic, impulsive, and manipulative. * verbal * motivating * enthusiastic * convincing * impulsive * influential * charming * confident * dramatic * optimistic * animated If you are able to quickly identify the personality style of the customer, you will know the "hows" and "whys" of what to say to meet their needs. Once they feel that you truly understand them and feel an emotional connections, they will come up with the logical reasons to buy from you. Now, if you don't feel that you belong to any one group, don't worry either. Many of us (myself included) don't fit squarely in one group or another. However, we do have one dominant personality style that we use day to day. Recognizing pros and cons of your specific personality style can help you understand how to better deal with your customers. http://www.ahfx.net/weblog.php?article=37
- Now that we’ve determined who your customers are, let’s figure out what their needs are.
- The essence of good customer service is forming a relationship with customers – a relationship that that individual customer feels that he would like to pursue.
- “ Compact with Texans” The Texas School for the Deaf (TSD) is a state agency and a public school providing educational services to persons who are 21 years of age or younger and who are deaf and hard of hearing. The School provides: # Comprehensive educational services, on a day or residential basis. # Short-term services to allow a student to better achieve educational results from services available in the community. # Services for any student who is deaf and hard of hearing and also has an additional disability and who requires a specialized support program but who does not require a residential treatment facility. The School also serves as a statewide Educational Resource Center on Deafness providing outreach and resource services to Texas deaf and hard of hearing students, parents, families, and professionals working to meet the needs of persons throughout the state who are deaf and hard of hearing. The TSD Customer Service Principles include: # Providing each student with a quality learning and living environment designed to meet their individual needs. # Treating customers with dignity and respect. # Providing services in a safe and healthy environment. # Providing quality information, resources and referral to all statewide customers who have identified needs related to serving deaf and hard of hearing students. # Conducting all School activities in a legal, open, honest, professional, courteous, efficient and timely manner. # Providing a website that gives all Texans access to information about the School as well as information about education of the deaf and deaf and hard of hearing students. # Providing publications, pamphlets, and presentations about School activities as needed and requested. # Returning telephone calls as soon as possible but within two working days. # Responding to requests for written information within ten working days. # Providing direct communication access for deaf and hard of hearing customers. # Maintaining a conscientious, competent and courteous staff. # Acknowledging complaints promptly but within two working days and providing a written response, if needed, within fifteen working days.
- We Believe That: # Education is a responsibility shared by the students, home, school and community. # All students achieve their maximum potential in a school that recognizes, values and accommodates their unique abilities and interests. # Treating people with dignity and respect is essential to a healthy and productive environment. # The development of the whole person socially, physically, intellectually and emotionally is imperative to success. # Involving people in decisions that impact their lives promotes ownership, commitment, action, a sense of value and pride. # A full signing environment enhances the quality of life for the students, families and the TSD Community. # Deaf students flourish when educated in a language-rich environment designed to meet their communication, language and educational needs. # A rigorous, standards-based curriculum and specialized programs are the foundations for success in literacy, career/work and life skills. # Competence in technology is critical for equal access to communication and information. # Highly qualified staff motivate and empower students to reach their maximum potential. # Exposure to and experience with Deaf Culture enriches the lives of students and their families.
- Our Mission Our mission is to ensure that deaf students achieve personal excellence in an environment where they are able to learn grow, and belong. We believe in providing an exemplary education and student life program that fosters learning in a visually accessible, safe and positive environment. We also strive to improve the lives of deaf students and families in Texas by providing a complete array of outreach services. Our Vision The Texas School for the Deaf is recognized as a local, state and national leader in the field of Deaf Education.