Attributes of a great mentor

1. ATTRIBUTES
OF GREAT
MENTORS

3. One word:
ATTITUDE

4.  Professionalism is how you SPEAK.
 Professionalism is how you LISTEN.
 Professionalism is how you FOLLOW THROUGH.

5.  Courteous
 Respectful
 Dedicated
 Thorough

6.  Courteous
 Cour·te·sy (Noun) the showing of politeness in one's attitude and
behavior toward others
 Tone is crucial; all clients respond to a polite tone of voice

7.  Respectful
 Make clients feel well-regarded
 Relate to customers’ needs during calls
 Treat your colleagues the way you want to be treated!

8.  Dedicated
 Get the job done, and do it well
 Make sure you are meeting project goals, or client expectations

9.  Thorough
 Follow up on support requests and make sure issues get resolved
 Check for errors in all work; especially emails to clients!
 Look beyond “Band-Aid” solutions to wider customer concerns

10. • For clients, what matters is RESPECT
• Callers should leave the call feeling like
their concerns/frustrations were understood
• Avoid “blame” words or phrases (i.e., “you
missed it”)

11. • GOOD: “I would be happy to help you with
that. Would you mind telling me what you
see on the screen right now?”
• NOT GOOD: “Ok, I don’t see that. You
aren’t in the right place. Don’t you know
what your course is called?”

12. • Key word: COURTESY!
• Help your fellow MS’ers with projects and
other tasks
• Be aware of environmental factors, like
noise levels during meetings
• We’re all in this together!

13. Inquisitive
Knowledgeable
Responsive
Focused

15. Always ask
clarifying
questions!

16. Ask Clarifying Questions:
 What do you need help with today?
 Describe to me where are you on the site?
 Have you done this before?
 Are you helping someone else as well?
 What’s your timeline?
 Are you working from Taskstream or BB, Angel, etc.?

17. Always be eager
to improve your
knowledge-base

18. If possible, have a follow up system outside of SalesForce or Outlook
Have a waiting-for list.
Follow up daily, then weekly

19.  Help the Client get to the point
 Focus on one problem at a time
 Repeat the question in your own words to the
client
 Use Common Language for newer users.

20. ENGAGEMENT
FRIENDLINESS
PATIENCE
REASSURANCE

21. First impressions are really valuable – they allow you to set the tone
for the interactions you will have with the customer for the rest of
your relationship.
"If I read you a long list of spices, you
would remember the ones at the beginning
and at the end. That's how people
remember customer service.“ – Micah
Solomon
Author, The Secrets of Building a Five-Star Customer Service Organization

22. Smile when you’re talking!
Don’t interrupt if you can help it.
Don’t let silences go on for a long time,
whether you’ve put the customer on hold
or are just researching while the call is
live.

23. Engagement
Friendliness
Patience
Reassurance

24. Pillars of Customer Service

25.  Many of the clients we talk to aren’t experts on computers but we
shouldn’t hold it against them.
 All of them are trying to get some kind of degree, get a better job and,
hopefully, get a better life.

26.  Be Attentive to each Client’s Situation

27.  Be a Pro-Active mentor—solve problems. If the 9th Floor is taking
a long time to resolve your bug, you need to call/email the person
handling your bug. If that doesn’t work, time to get a supervisor
involved.

28.  Our clients are literally Taskstream’s future.
 Many of our clients will go on to be teachers and will work at
different schools. With a positive experience, they can recommend
Taskstream to them.
 Many of our teachers will go on to work at other schools, who may
be interested in Taskstream as well.

29.  Client Advocacy is about asking yourself, “What’s one more thing I
can do for this client?”
 Whether it be an email, a Quickstart Guide, a phone call, an extra
call to the 9th Floor to check on a bug…what’s one more thing you
can do?
 It’s not the Extra Mile, it’s part of the race.