presented by jason kahn director, school relations “who dis” customer service: your gateway to...
TRANSCRIPT
Presented by
Jason Kahn
Director, School Relations
“Who Dis”Customer Service:Your Gateway to Success
What are you selling?
Because Customer Service is one of your primary products, it is important to take some time to discuss the basic skills that constitute excellent customer service.
This training is meant to be an interactive dialogue to share some of CLC’s best practices and perhaps learn some of your best tips!
Just the Facts
11 = Average number of people who will hear about a bad customer service experience.
55 = Average number of times that experience will be retold.
96 = Percent of upset customers who will not report their poor service to the company.
Just the Facts
10 = Percentage of customers who are willing to spend extra for good customer service.
68 = Percentage of people who take business elsewhere due to poor customer service.
5X = Amount it costs to acquire a new customer vs. a repeat customer.
Do the Math
$17,816,000 x 4$71,264,000.00
New student applications cancelled due to poor customer service each year
1,000x .6
8 680
$26,200x 680
$17,816,000
Annual TuitionIncoming tuition lost per year
Tuition lost over a 4-year enrollment period from poor customer service receivedin the first year
Calculation assumes 1,000 new students with 68% receiving bad service
Customer
Internal _______________________ _______________________ _______________________ External _______________________ _______________________ _______________________
What is Customer Service?Name your favorite companies and write down why they are your favorite:
____________________________________
____________________________________
____________________________________
Thank You!
Take a moment to write a brief thank note to one of your favorite companies.
Thank You!
What words did you use to describe the service you received?
Customer Service Teams
What do you think your particular job contributes to the service and ultimately to the success of your organization or department?
Customer Service Teams
Give four examples of customer service that
your organization offers to help customers.
1. ___________________________________________
2. ___________________________________________
3. ___________________________________________
4. ___________________________________________Now go back to the examples above and list the Team Members who help make this happen.
Customer Service Teams
What kind of things can lead to a breakdown in the team and the service level?
_______________________________________________________________________________________________________________
What can you do to help the Team avoid delivering poor service?
__________________________________________________________________________
Positive and Effective Communication Practices
Always show respect Ask effective questions Put yourself in their shoes Be optimistic Be honest Be clear and concise Be correct Practice reflective listening
Positive and Effective Communication Practices
Manage your emotions Remain calm Practice responsible assertiveness Ask for advice Refrain from personal attacks Avoid workplace gossip Prepare
This call is for you . . . Because much of our service is provided
over the phone, let us review telephone etiquette.
1. “Hello, this is _____ from XYZ College, how may I help you?
2. Take the time to understand the whole process, not just your role.
3. Have the customer information in front of you. Be prepared for questions.
This call is for you . . .4. Enthusiasm has a ripple effect!
• What curbs your enthusiasm?• How can you make the situation
better?5. Establish a rapport with the customer.
• What are some things you can say to make a connection?
6. Speak “slowly and clearly”• Practice the 180 word statement
(Handout #1)
This call is for you . . .
7. Be aware of your tone; are you friendly and positive?
8. Explain what you are doing to assist.9. Appear helpful, even if you cannot
answer all the questions. Point them in the right direction to get the answer they need.
10.Never give an answer if you are unsure of the accuracy. It is okay to ask them to hold or if you can get back to them.
This call is for you . . .
11.Never say negative things about a co-worker, partner or competitor. You are part of a team.
12.Ask if you can help with anything else.13. If you must transfer, always tell the caller
to whom you are transferring him/her. Ask if voice mail is okay. Make a “warm” transfer.
14. Give 110% and exceed expectations.
Complaints
There are many times when the customer may be upset or have a complaint.
This is your chance to show your skills!
Complaints
What are some of the do’s and don'ts when handling a difficult customer?
DOs_____________________
_____________________
_____________________
_____________________
_____________________
_____________________
DON’Ts_____________________
_____________________
_____________________
_____________________
_____________________
_____________________
Challenges
Who are some of the challenging customers you encounter? How can they best be handled?
Challenging How to Customer Handle____________________ ________________________________________________ ________________________________________________ ________________________________________________ ____________________________
Case Studies
What things did this company do right to make this a positive customer service experience?
Who made this possible?
Will this be a repeat customer?
How do you rate?
Time to rate your customer service level:
• On the next page, make a list of the top 10 quality traits. Rate you performance in each area (1 – 5).•What are your strengths?•Your weaknesses?
How do you rate?
My Top 10 quality traits:Rate your performance in each area (1 – 5)___________________ _____________________
___________________ _____________________
___________________ _____________________
___________________ _____________________
___________________ _____________________
How do you rate?
Strengths Needs Improvement1___________________ _____________________
2___________________ _____________________
3___________________ _____________________
How do you rate?
Service Tips from the Group!
__________________________________________________
__________________________________________________
__________________________________________________
__________________________________________________
__________________________________________________
Make a Contract with the Customer
Formulate a couple of statements of quality customer service that be can be used as a “promise” to your customers.
__________________________________________________
__________________________________________________
__________________________________________________
__________________________________________________
__________________________________________________
The Student Is…
The most important person on campus. Without students, there would be no need for the institution.
Not a cold enrollment statistic, but a flesh and blood human being with feelings and emotions like our own.
Not someone to be tolerated so that we can do our thing. They are our thing.
Not dependent on us. Rather, we are dependent on them.
Not an interruption of our work, but the purpose of it. We are not doing them a favor by serving them. They are doing us a favor by giving us the opportunity to do so.
School Hotline PLUS Stafford Hotline Consolidation Hotline1.888.972.6314 1.888.972.0852 1.888.771.3596
Lender Code: 833733
What do we do at CLC?
One Call Promise - At CLC, we will never hand the problem off to schools or students. Callers do not have to look for answers elsewhere, call different agencies, or spend hours of time playing phone tag with other lenders, servicers, guarantors, or schools. All it takes is one call to us, and we'll take care of the rest.
Students work individually with the same loan counselor throughout the application process, and with knowledgeable, responsive customer service available 24 hours a day, 7 days a week, our staff is always available to meet borrower and school needs with the efficiency and accuracy.
