taspa - the front-line of customer service

2011 Fall Support Conference

The Front-Line of

Customer Service

Customer Service

The Front-Line of

Brad Domitrovich

Georgetown Independent School DistrictDirector of School and Community Relations

Texas School Public Relations AssociationPast President 2008-2009

How Can I Help You?

What is customer service?

What is customer service?

Customer service is aseries of activities

designed to enhancethe level of

customer satisfaction.

- and it’s also -

the feeling thata product or service

has metthe customersexpectation.

What is customer service?

What is communication?

Communication is a process by whichinformation is transmitted from

one person to anotherand it elicits a response.

★ Good communication is a skill needed to be successful in whatever we do.

★ Good communication is paramount especially in a crisis situation.

★ Customer service is all about good communication skills.

Why communication matters!

Try to think of a job thatdoesn’t include communication

and customer service?

RELATIONSHIPS

Customer Service

Communications

Who are our customers?

★Students★Parents★Community★Employees

★To feel welcome.★To be understood.★To obtain assistance.★To be valued.

Fundamental needsof a customer ...

1.Keep customers the priority.2.Over-deliver when possible.3.Offer choices.4.Be access-approachable.5.Use logic not emotion.

Five Rules forGreat Customer Service

In a recent survey,92% of the people who had

a positive experience visiting a schoolfor the first time

remembered what two things?

The person ...

andtheirsmile!

In a recent survey,what three things did people say made them

feel un-welcome when they telephoneda school for the first time?

#1They didnot know

whothey were talking to.

#2They felt likethey were imposing

on the person answering the

phone.

#3They felt like the person

did not listen to them entirely.

Communication Skills

Communicating effectivelywith others includes …

★Speaking★Listening★Body Language

SpeakingOne-on-One★ Eye contact and body language★ Both are equally critical

Telephone★ Remember the five customer service rules★ Identify, Take Time, Listen

ListeningListening 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★ Stay calm and quiet.

Body Language

★Eye contact★Body posture★Facial expressions

What is a positive attitude?

★ Attitude is the way you communicate your mood to others.

★ When you are optimistic, you transmit a positive attitude and people respond to you favorably.

★ When you are pessimistic, your attitude is negative and people tend to avoid you.

Attitude and Career Success

★ In the work environment, it is your attitude that makes the difference.

★ Building and maintaining healthy relationships with superiors and co-workers is the key to success.

★ Nothing contributes more to organizational success than a positive attitude.

★Take the time to do a personal survey:

• Would you hire you?• Would you like to work for you?

Your attitude and work?

★ In a recent survey ...• 80% of the people said that they

“woke up happy”.

• 79% of the people said that they

considered themselves “an optimist”.

Just how happy are we?

1.Relationship with children.

2.Friends/friendship.

3.Helping others.

4.Relationship with spouse/significant other.

5. Job/employment.

Major sources of happiness ...

Some ways to get happy!

★Throw out non-essential numbers

(like age, weight, and height).

★Surround yourself with happy friends.

★Never stop learning.

★Enjoy the simple things.

What about attitude?

★You, and only you, are in charge of

your attitude.★Attitude is your choice to make.★Your attitude will determine what

you get or won’t get out of life!

ATTITUDE

A = 1T = 20T = 20I = 9

T = 20U = 21D = 4E = 5

ATTITUDE = 100%

Let’s review a few things ...

RELATIONSHIPS

Customer Service

Communications

★To feel welcome.★To be understood.★To obtain assistance.★To be valued.

Fundamental needsof a customer ...

1.Keep customers the priority.2.Over-deliver when possible.3.Offer choices.4.Be access-approachable.5.Use logic not emotion.

Five Rules forGreat Customer Service

Questions/Comments

Brad Domitrovich

Georgetown Independent School DistrictDirector of School and Community Relations

DomitrovichB@GeorgetownISD.org

(512) 943-1890

www.SlideShare.net/BradDomitrovich