PROVIDING EXCELLENT SERVICE

Presented by:Nandy Nedd

DEFINITION OF CUSTOMER SERVICELloyd C. Finch defines quality customer service as satisfying customer needs, real or perceived, in a consistent and dependable manner.

This is very important; it’s not your perception of how good the service is that counts, it’s the customer’s perception.

SCHOOL VISIONThe vision of the school speaks to excellent service: To produce students and graduates who reflect Christ’ excellent character, cultivate a culture of academic rigor and give competent service to God and man in preparation for eternity.

There are two distinct forms of customer service in a school:• Internal customer service – how the school engage students

and staff in the education process• External customer service – how the school engage the

community.Internal customer service can go a long way toward helping us understand the unmet needs of our students and staff and improve the quality of our work as a result. External customer service can garner community support in ways that empower our work and strengthen partnerships that are beneficial for students.

5 REASONS CUSTOMERS LEAVE

SIX BASIC NEEDS OF SCHOOL CUSTOMERS 1. Friendliness 2. Understanding and empathy 3. Fairness 4. Control 5. Options and alternatives 6. Information

HOW DO YOU MANAGE CONFLICTS?Avoidance – avoiding your disputes because you do not want to get into arguments with othersAccommodation – putting other people’s interest ahead of your own in order to settle the dispute and keep the relationshipCollaboration – Coming together to find the best solution for both parties without necessarily giving in to either position.Compromise – Coming together to find a solution that is amicable to both parties, but entails giving into the other individual’s interests and position.Competitive – Putting your own interests above the other person and fighting for your position to win out in the dispute.

HOW DO YOU MANGE CONFLICTS?

THE ANGRY CUSTOMER

WHAT DOES AN ANGRY CUSTOMER REALLY WANT? • To be listened to • To be taken seriously • To be understood • To be treated with respect • Quick action • Someone to be reprimanded or punished • Assurance the problem will not occur again

FOUR BASIC STEPS TO DEFUSING AN ANGRY CUSTOMER Listen Ask questions and summarize Provide a solution and work together Follow up

HOW DO YOU LISTEN?

TEN STEPS TO EFFECTIVE LISTENING •1. Face the speaker and maintain eye contact •2. be attentive yet relaxed •3. Keep an open mind •4. Listen to the words and try to picture what the speaker is saying •5. Don't interrupt and don't impose your “solutions”

TEN STEPS TO EFFECTIVE LISTENING •6. Wait for the speaker to pause to ask clarifying questions •7. Ask questions only to ensure understanding •8. Try to feel what the speaker is feeling •9. Give the speaker regular feedbacks •10. Pay attention to non-verbal cues

RESPECTING THE CUSTOMER • Judge the content, not the delivery •Look beyond the anger at the real problem •Take notes and don’t forget to summarize •Stick to the facts, don’t put in editorial comments

RESPECTING THE CUSTOMER •Offer a solution, ask for the customer’s input •Follow up, complete the necessary paperwork •Follow up by calling the person / department responsible •When the interaction is complete, apologize and thank the customer

REMEMBER

•Don’t TIP….(Take It Personally) •Never dismiss a complaint •Give your undivided attention •Speak in a calm, reassuring voice •Establish rapport by using the customer’s name •Don’t start a chain reaction•Practice patience and keep an open mind

REMEMBER•When responding to customers, don’t use jargon or language that intimidates •Don’t shift the blame •Don’t make excuses •Voice •Tone •Body Language

“Customer service is everyone’s responsibility.”

(Telephone Courtesy & Customer Service by Lloyd C. Finch, 2000)