Customer CareA higher level of customer service that comes from within ~

Triena BodartAsssistant Director, UW-Milwaukee

• Customer service is the act of taking care of the customer's needs by providing and delivering professional, helpful, high quality service and assistance before, during, and after the customer's requirements are met.

• The process of ensuring customer satisfaction with a product or service. Often, customer service takes place while performing a transaction for the customer, such as making a sale or returning an item. Customer service can take the form of an in-person interaction, a phone call, self-service systems, or by other means.

Customer Service from the point of Study.com and Investopedia

Give a man a fish…..

Customer Care from Urban Dictionary and English Dictionary

Teach a man to fish….

• Meeting the expectations of the customers and giving them more than what they expected.

• The work of looking after customers and ensuring their satisfaction with one's business and its goods or services.

• It’s the next level of intentionality

So you want to talk FISH!• Choose your Attitude• PLAY• Make their day• Be present

• Determines your Altitude

• When the student is ready the teacher appears

• Create your own Menu

Choose your AttitudeWhere does this come in to play for you?

• SMILE (It really is contagious…)

• They should hear it in your voice when you answer the phone or when you talk with them

• You can be professional and play at the same time as long as you are respectful

PLAY!Where does this come in to play for you?

• Create the good memories

• Involve them in their story

• Develop a positive flow of energy

• When you say “How are you?” Do you really mean it?

• Empower them

Make their Day!Where does this come in to play for you?

• Listen with your ears and your heart

• Go beyond what they are asking;

microcounseling skills are an asset

• Ask them to tell you more; don’t assume.

• It is all in how you talk to someone

• Signs of their own personal development

Be PresentWhere does this come in to play for you?

• Understanding where your students are at and meeting them there

• As the name indicates, the "Student Services" perspective articulated that students ought to be provided with the services that benefit knowledge acquisition.

Student Development/ ServicesStudents learn both in and out of the class

• Student Development Theorists:• Chickering• Josselson• Astin• Tinto• Schlossberg• Perry• Kohlberg• Kolb

Empowering our Students IntentionallyIn loco Parentis

Crucial Conversations

Educational moments?Intentional Living?Put the WOW factor in to your work

How you speak with someone can make all the difference in the world

What is a Crucial Conversation:

• Stakes are high• Opinions Vary• Emotions High (fight or flight ~ a physical

response)

The art of being intentional on the spur of the moment….

When do you have crucial conversations?

…..What the book stresses is addressing the physical response from conversations that involve emotions…..

We resort to Silence or Violence

The One Thing: Healthy Dialogue

The pool of shared meaning is the birthplace of synergy Everyone shares ideas, has level of commitment to conversationEveryone can and should learn to do this

• Have a Heart• Learn to Look• Make it safe• Mastering Stories• State Your Path• Other’s Paths• Put it to action

HOW: 7 Steps

Find your Bearings “Locate your own North Star”Removes the fight vs flight physical reaction and implements problem solvingDiversions: Don’t get caught up in wanting to save face, wanting to win, seeking revenge and wanting to stay safeDetails and defensive discussion derail the issues

1. Start with the Heart

• What do I really want for myself?

• What do I really want for others?

• What do I really want for the relationship?

Questions from the heart:

Content Vs Conditions

Knowing when the conversation is moving to a crucial one When others aren’t feeling safe What your style under stress is

2. Learn to LOOK! The art of dual-processing

Cognitively identify it as a Crucial Conversation

Physical signals (Flushed face, stomach upset), behavioral signals (louder voices, pointing finger or going silent)Emotional signals (afraid, hurt, angry) (ask for examples)

Intuitive?

When others perceive they aren’t safe, they engage the fight or flight response

You must retrain yourself to not engage in that feeling

3. Make it Safe

When two conditions are jeopardized, it no longer feels safe

~Mutual Purpose~Mutual Respect

Making it Safe

Having the same goal

Do they believe I care about their goals in the conversation

Do they trust my motives; We must care about the interests of others

Mutual Purpose

When respect is gone it becomes about defending ones dignityWays to maintain respect for someone you don’t always respectFind your commonalities, common goals. There are always some qualities with in your similarities that you can respect

Mutual Respect

To re-establish safety – you must: Step Out, Make it Safe, and then Step back in.

And this is where I fade………

This is a whole workshopProvides tools and concepts to utilize

Step Out and assess where the conversation is going

• You must stop looking at the content of the conversation and acknowledge the behavior • by doing this you can address the safety of others and then step

back in to the conversation. • Questions of the heart:

• What do I want for me?• What do I want for others?• What do I want for the relationship?

OR~• Do others believe I respect them?

Enable your self to be intentional.

Know who you are

Know yourself: What is your SuperPower

Embrace it

Know Yourself: Own your $h!# Be honest with yourselfWhat triggers it

Know yourself: Find your JoyIt impacts your ability to make choicesYou have to motivate yourselfInitiative is critical

Know yourself: Choose to act Intentionally

Higher level of professionalismWhat you do can impact others

“

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PonderSince everyone makes mistakes, and since mistakes develop persistence while increasing the satisfaction of eventually getting it right, it seems like a reasonably good idea to be as patient as possible when you or someone around you makes them.

Of course there are certain times when mistakes should be avoided because of their potential cost (heart surgeons, I'm talking to YOU!). But I've often found that the amount of time we spend worrying about and preventing mistakes takes up more time and energy than fixing minor errors that aren't "end of the world" or "how are we going to recover from this?“

I invite you to take a few extra breaths this week and prepare to be less worried about making mistakes. Instead, let your excitement build as you consider how interesting your contributions could make the world when you build on your successes and improve after your mistakes. Try it and let me know how it goes!

 Paul Wesselmann, The Ripples Guy

Unleash the ripples of compassion & kindness

Questions?Thank you ~