dail "0" for customer service pacac 2012
DESCRIPTION
TRANSCRIPT
![Page 1: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/1.jpg)
Dial “0” for Customer Service
PACAC
Trent Gilbert, CXO, Chief eXperience Officer
Tuesday, June 26, 12
![Page 2: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/2.jpg)
Managing ExpectationsThe Admissions Perfect Storm
Talking About Customer ServiceEight Steps to “Good” Customer Service
“Great” Customer Service 1, 2, 3...“Exceptional” Customer Service is FISHy
Keep LearningDiscussion
Tuesday, June 26, 12
![Page 3: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/3.jpg)
The AdmissionsPerfect Storm
Tuesday, June 26, 12
![Page 4: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/4.jpg)
Tuesday, June 26, 12
![Page 5: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/5.jpg)
Tuesday, June 26, 12
![Page 6: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/6.jpg)
Tuesday, June 26, 12
![Page 7: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/7.jpg)
Tuesday, June 26, 12
![Page 8: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/8.jpg)
Tuesday, June 26, 12
![Page 9: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/9.jpg)
Tuesday, June 26, 12
![Page 10: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/10.jpg)
Tuesday, June 26, 12
![Page 11: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/11.jpg)
Party Scene? Security?
How Much?Tuesday, June 26, 12
![Page 12: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/12.jpg)
LOAN is a Four
Letter WordTuesday, June 26, 12
![Page 13: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/13.jpg)
Talking About Customer Service
Tuesday, June 26, 12
![Page 14: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/14.jpg)
5000Marketing Messages Consumers are Assaulted with per day
Consumers 18-65 years old, Ad Age 2010
Tuesday, June 26, 12
![Page 15: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/15.jpg)
64%Believe Advertising is “Dishonest” or “Unrealistic”
Consumers 18-65 years old, Ad Age 2010
Tuesday, June 26, 12
![Page 16: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/16.jpg)
90%Trust Word-of-Mouth vs. Traditional Advertising
Consumers 18-65 years old, Ad Age 2010
Tuesday, June 26, 12
![Page 17: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/17.jpg)
March 13, 2008
Tuesday, June 26, 12
![Page 18: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/18.jpg)
Tuesday, June 26, 12
![Page 19: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/19.jpg)
We’re Replacing ServiceWith Do It Yourself
Tuesday, June 26, 12
![Page 20: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/20.jpg)
Tuesday, June 26, 12
![Page 21: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/21.jpg)
Tuesday, June 26, 12
![Page 22: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/22.jpg)
Tuesday, June 26, 12
![Page 23: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/23.jpg)
Tuesday, June 26, 12
![Page 24: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/24.jpg)
Tuesday, June 26, 12
![Page 25: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/25.jpg)
What Have We Removed?
Tuesday, June 26, 12
![Page 26: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/26.jpg)
Humanity (and civility)
Tuesday, June 26, 12
![Page 27: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/27.jpg)
Is Customer Service Dead?
Or have our expectations exceeded the realm of
common sense?
Tuesday, June 26, 12
![Page 28: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/28.jpg)
The emphasis has been put on cheap products and
services both by companies and customers alike.
Tuesday, June 26, 12
![Page 29: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/29.jpg)
Just as companies (and colleges) tend to be
bottom-line oriented, so too are today’s consumers.
Tuesday, June 26, 12
![Page 30: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/30.jpg)
We are increasingly hoping to save time and money, while squeezing maximum benefit from the most minimal of
purchases. Tuesday, June 26, 12
![Page 31: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/31.jpg)
But an educational experience
isn’t transactional.It’s more!
Tuesday, June 26, 12
![Page 32: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/32.jpg)
It’s anchored around human interaction and connections.
Tuesday, June 26, 12
![Page 33: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/33.jpg)
Tell us about your customer service experiences with these brands...
Tuesday, June 26, 12
![Page 34: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/34.jpg)
Tuesday, June 26, 12
![Page 35: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/35.jpg)
Tuesday, June 26, 12
![Page 36: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/36.jpg)
Tuesday, June 26, 12
![Page 37: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/37.jpg)
Tuesday, June 26, 12
![Page 38: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/38.jpg)
Tuesday, June 26, 12
![Page 39: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/39.jpg)
Tuesday, June 26, 12
![Page 40: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/40.jpg)
Tuesday, June 26, 12
![Page 41: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/41.jpg)
Tuesday, June 26, 12
![Page 42: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/42.jpg)
Eight Steps to “Good”
Customer Service
Tuesday, June 26, 12
![Page 43: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/43.jpg)
Customer Service #1
Answer the Phone
Tuesday, June 26, 12
![Page 44: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/44.jpg)
Tuesday, June 26, 12
![Page 45: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/45.jpg)
Eight Phone Tips1. Answer by 3rd ring
2. Be warm and enthusiastic 3. Identify self and department4. Voice and diction, enunciate
5. Control your language6. Train your voice to be positive
7. Take clear and concise messages8. Return calls in one business day or less
Tuesday, June 26, 12
![Page 46: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/46.jpg)
Customer Service #2
Manage Expectations
Tuesday, June 26, 12
![Page 47: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/47.jpg)
Customer Service #3
Listen to Customers
(Prospective Families)
Tuesday, June 26, 12
![Page 48: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/48.jpg)
Customer Service #4
Deal with Complaints
Tuesday, June 26, 12
![Page 49: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/49.jpg)
Customer Service #5
Be Helpful(Even if it doesn’t profit or benefit)
Tuesday, June 26, 12
![Page 50: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/50.jpg)
Customer Service #6
Train to Be:Helpful, Courteous and Knowledgeable
Tuesday, June 26, 12
![Page 51: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/51.jpg)
Customer Service #7
Take the Extra Step
Tuesday, June 26, 12
![Page 52: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/52.jpg)
Customer Service #8
Do Something
ExtraTuesday, June 26, 12
![Page 53: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/53.jpg)
“Great” Customer Service
1, 2, 3...
Tuesday, June 26, 12
![Page 54: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/54.jpg)
Be personal - Be humanDon’t let bad experiences carry over
Access customer informationKnow your customer expectations
Utilize your expertiseProvide immediate attention
#1 Wipe the Slate Clean
Tuesday, June 26, 12
![Page 55: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/55.jpg)
Assure the Customer (student or parent)Listen
Be HonestAsk open-ended questions
#2 It’s a Two-way Exchange
Tuesday, June 26, 12
![Page 56: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/56.jpg)
Control the situationExplain if you need more timeEnsure customer satisfaction
Always thank your customer (for their time)
#3 Time is valuable
Tuesday, June 26, 12
![Page 57: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/57.jpg)
“Exceptional”Customer Service
is FISHy
Tuesday, June 26, 12
![Page 58: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/58.jpg)
Charthouse / Fish! Philosophy
Something Smells Fishy
Tuesday, June 26, 12
![Page 59: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/59.jpg)
Pike Place Fish Market
Seattle Pike Place Fish Market - Tossing FishTuesday, June 26, 12
![Page 60: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/60.jpg)
PlayMake their day
Be There (or Be Present - give full attention)Choose your attitude
Fish! Philosophy
Tuesday, June 26, 12
![Page 62: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/62.jpg)
“People won’t remember what you say or do, but
they will always rememberhow you made them feel.”
Tuesday, June 26, 12
![Page 63: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/63.jpg)
Tuesday, June 26, 12
![Page 64: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/64.jpg)
Tuesday, June 26, 12
![Page 65: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/65.jpg)
Tuesday, June 26, 12
![Page 66: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/66.jpg)
Tuesday, June 26, 12
![Page 67: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/67.jpg)
Tuesday, June 26, 12
![Page 68: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/68.jpg)
Tuesday, June 26, 12
![Page 69: Dail "0" for Customer Service PACAC 2012](https://reader037.vdocuments.site/reader037/viewer/2022110113/53ffe8dd8d7f724c088b499c/html5/thumbnails/69.jpg)
Dial “0” for Customer Service
targetx.com/slideshare
Trent Gilbert [email protected]
Tuesday, June 26, 12