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Customer Service Training
The document provides tips for excellent customer service from the staff of the Arizona Student Unions. It recommends smiling and greeting customers, actively listening to understand their needs, taking action to fulfill their requests, thanking customers, and maintaining a professional appearance and demeanor during interactions. The tips are meant to help ensure customers have positive experiences so they will want to return.
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Customer Service Training
- 1. • We arestaff of the Arizona Student Unions who believe in providing excellent customer service. • We want the Unions and you to be as successful as possible. • We are providing you with basic tips that, if implemented, will help you in providing excellent customer service. are we doing here?
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- 3. is a studentunion? The union is the community center of the college, serving students, faculty, staff, alumni, and customers. …when taken together, represent a well-considered plan for the community life of the college. By whatever form or name, a college union is an organization offering a variety of programs, activities, services, and facilities… As defined by the Association of College Unions International,
- 4. – We arethe “living room” of the University • We offer a safe environment between classes and home – Study sessions and meetings – Restaurants and Meal Plans – Bookstore, Post Office, Fast Copy/Fast Design – Career Services and employment is a student union? Student Life and Services
- 5. - Center forStudent Involvement & Leadership (CSIL) • Student Government (ASUA) • Clubs and organizations - Professional Internship Program (PIP) - Student Human Resources (SHR) is a student union? Student Programs & Development Form relationships and develop leadership skills
- 6. do we do… …andwho do we do it for?
- 7. Our Customers • Students •Professors/Faculty • Parents • Visitors • Tour groups • Children • Tucson Community • Co-workers and other employees
- 8. is Customer Service? Thereare several definitions: – An organization's ability to supply their customer's wants and needs – Assistance and other resources that a company provides to the people who buy and/or use its products or services As defined by Webster's New Millennium™ Dictionary of English, Preview Edition (v 0.9.7) ,
- 9. Excellent Customer Serviceis not just meeting the customers’ needs. Our Definition is… To satisfy customer needs by providing customer service that is: • Professional • Helpful • Remarkable • Memorable
- 10. • What happenedduring your experience? (was the experience good or bad?) • How did that make you feel? • How likely are you to return or use that service again and why? Your Customer Service Experience
- 11. Let these basictips help you! As an employee of the Unions, every customer should have a positive experience.
- 12. elcome with asmile ear what the customer is telling you ction; accomplish the customer’s needs hank the customer
- 13. • A simple“hello” can create a positive atmosphere • Attitude is the core of customer service • People mirror attitudes and body language elcome with a smile
- 14. Body Language 93% ofwhat you say is not actually what you ‘say’
- 15. Body Language What messageis being sent? Body Language Meaning • Slouching, Glassy eyes • Looking down/ Avoiding eye contact • Drumming fingers/Playing with objects • Hands gestures, Pointing • Bored • Lying, not being “present” • Impatient, Annoyed, Confused • Anger or frustration
- 16. now? Customer types towatch out for: Customer Type How to Respond • Hurried Customer (late for class, work, etc.) • Get them on their way as quickly as possible • First-time Customer • Put them at ease, explain options and make suggestions • Chatty or Lingering Customer • Take their order and politely ask them step aside (in order to help the next customer in line)
- 17. Listening is themost important part of a dialogue… ear what the customer is telling you …but it is the least taught
- 18. Active Listening • Weremember 25-50% of what we hear • Practicing “active listening” can help you hear everything a customer says to you ?
- 19. Steps to ActiveListening • Pay Attention – Look at the speaker/make eye-contact – ‘Listen’ to the speakers body language • Show that you are listening – Nod occasionally – Encourage the speaker with verbal comments • Provide feedback – Paraphrase what the speaker has said – Ask questions • Don’t interrupt • Respond appropriately
- 20. • Be creativeand resourceful • Be helpful to customers... even if it’s “not your job” ction; accomplish the customer’s need
- 21. if I don’tknow the answer? Choose the right words when responding Avoid saying... Try this instead… • No • I don’t know • That’s not my job • That’s not my fault • Call me back • We can’t do that • What I can do is • Let me find out • This is who can help you • Let’s see what we can do about this • I will call you back • Let’s see what I can do
- 22. • Encourage thecustomer to return • Leaving on a positive note makes customers want to come back hank the customer
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- 24. Customer Service Tips •The customer is the job, not an interruption of it • Be proactive -- ask how you may be of service • Be patient, learn to anticipate needs • Remember names and orders • Treat people as you would like (and expect) to be treated • Remember: you’re on a team! and call for help when needed
- 25. Importance of Appearance •Follow your department’s dress code • Keep food and drink out of sight • Avoid talking about customers in front of other customers • No text messaging or making/receiving personal calls or in your work area • Don’t curse or be inappropriate
- 26. Handling Tough Situations Therewill be certain situations where you will need to provide additional customer service. We want you to be prepared to handle these situations.
- 27. do I dowith a tough customer? • Stay calm • Realize their frustration • Apologize for the situation – “I’m sorry that this has happened…” • Concentrate on what can be done • The customer may not be right, but they should feel understood
- 28. Handling Complaints • Askthe customer to explain their concern • Listen to and acknowledge their concern • “Ok, I understand what you’re saying…” • Restate the concern • Offer solutions and alternatives • Inform your supervisor
- 29. if a customerpersonally attacks me? • You are not expected to deal with customers who become abusive towards you • This includes: – Verbally Abusive – Profanity – Physically Abusive
- 30. If you areever in doubt about your safety or the safety of others call 911 for UAPD {from a unit phone} NOTE: if you use your cell phone call 621-8273 (UAPD) Be sure to inform your supervisor of the situation.
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- 33. elcome with asmile ear what the customer is telling you ction; accomplish the customer’s needs hank the customer
- 34. Workplace Concerns (Student Employees) •Student HR is a group that enhances and represents the student workforce. • Contact Student HR with any workplace concerns or complaints: • unionshr@email.arizona.edu • 520-626-9205 • 3rd Floor, Room #333B • Comments can be anonymous • Want to help? Join SHR!
- 35. Workplace Concerns (Full-time Employees) •UA Human Resources for any workplace concerns or grievances • www.hr.arizona.edu • 520.621.3662 • Information accessible over HR website: • Life & Work Connections • Benefits Enrollment • Employee Link • Vacation, Leave, Professional Development
- 36. THANK YOU! You areW.H.A.T. makes the Arizona Student Union a great place to work and visit!!
- 37. Go out anddo is expected