taspa - the front-line of customer service
DESCRIPTION
Presented at the TASPA 2011 Fall Support Staff Conference.TRANSCRIPT
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
(512) 943-1890
www.SlideShare.net/BradDomitrovich