dealing with: &. heard it all before put it to use dig deep be an inspiration

Dealing with:

&

Customer Service

Same ol’ Song and Dance

•Heard it all before•Put it to use•Dig Deep

•Be an Inspiration

Our Students…Our Customers…

Student Needs a Loan for : “Semester

Expensives”

Reason for Request:

“Need more fun”

Appeal response:

“I have met all stimulations

for the previous

semester…”

“I had brock my leg & pulled a musale and I was in and out of the dr getting exrays and also I was on medicashion that gave me a hard time paying attion…”

“The reason:-Classes were

hard-hard to

concentrate-couldn’t pay

attention”

Piece of Cake• The thank you file• The sweets & treats we’ve received from students• The introduction to the students family• The graduation invitation• The simple smile and thank you

Don’t forget who we are working for

- Who is your Student?

- “Wants” are the same but “Needs” are different

- Can we help them?

“Lived off the land by picking

up cans, and the kindness of strangers”

“ I stay with friends and pay no rent, I receive

SNAP benefits. I panhandle. Panhandling

is embarrassing and illegal. I do not engage in this activity often. ”

Moment of Truth• Opinions formed in 7

seconds • 11 impressions determine–Like Us, Dislike Us or Indifferent

Largely determines the satisfaction of their

experience.

Factors1- Hygiene2- Approachable (engaging)3- Credible4- Knowledgeable5- Responsive6- Friendly

7- Helpful8- Understanding9- Courteous10- Confident11- Professional

Linda Linda listen - YouTube

Don’t just hear, LISTEN!

• Listen, Listen, Listen•Words• Tone of Voice• Body Language• Feelings

Importance• Be sincere• Use names• Compliment—find a way!• Build trust• Appreciate them

Be Polite• Say Hello• Small Talk• The Magic Words• Praise/Congratulate• Be punctual• Respect

Help Them Understand

• Financial Aid is not for the weak• (DATTD) Don’t Acronym Them To

Death! • Let them know we aren’t always the

bad guy– Federal Regulations, State Statutes, Institutional Policies

100th Time Saying it – 1st Time Hearing it

The Power of YES !• Look for ways to help• Be true to your word• Don’t procrastinate

No• Avoid a simple

No• Remain

hopeful, yet realistic• Offer

alternatives

Diffusing a Difficult Situation

•Remove the audience• Stop talking•Reiterate • Validate • Kill them

Diffusing a Difficult •Don’t take complaints personally• Choose your words• Change your tone & volume• End on a positive note• Know when enough is enough

The Challenge

Activity