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The “Swiss-Army Knife” of Student Retention

Customer Service:

Presented by:Dave Warneking and Peggy DuncanFebruary 15, 2011

Session Agenda

• Presentation ~15 minutes• Group Discussion – Automation• Group Discussion – Prioritizing Service

Overview

• The Welcome• Listening• Parsing the Message• Setting Expectations and Goals• What to Promise• Follow-up and Conclusion

The Welcome

• Environment• Perception• Personality• Respect

Listening

• Focus • Write it down

Parsing the Message

• Read Back / Repeat• Get Clarification

• Look for cues• Core Issue

Setting Expectations and Goals

• Support your organization• Handoff• You have control• Give responsibility for following up to the

customer

What to Promise

• Only promise that which you can deliver

Follow-up and Conclusion

• You’re already done!• Set calendar reminders• Refine procedures• Communicate internally• Swiss-Army Knife Analogy

Sources• Presentation Design:

https://it.usu.edu/fact/files/uploads/PP_BestPractices.pdf• Customer Service Fundamentals:

School of hard wordsToo many mistakes so we quit counting“I told you so!”Late night thoughts “I should have …”

fin

Automation

• What works now?• What’s broken or weak?• Communication Quality

Prioritizing Service

• Identifying “JOB ONE”• Taking care of internal and external customers• The right people in the right place