Customer RelationsSupervisors’ Academy

What is customer service?

“You will be judged by what you do, not what you say.”

What is customer What is customer service?service?

Answer your phone

Don’t make promises you can’t keep

Listen to your customers

Deal with complaints

Be helpful- even if there is no immediate profit from it

Train your staff to ALWAYS be helpful, courteous and knowledgeable

Provide status updates

Take the extra step

Throw in something extra

Customer Service as a Customer Service as a SupervisorSupervisor

Don’t sacrifice your employees to keep your customers… that’s bad business

When and how to cut off bad customers

Turn bossy customers into partners

Realize that your staff will treat customers the way that they are treated

Do you customers know who you are

Are your customers greeted when they walk in

Give customers the benefit of the doubt

If a customer requests something special, then try to say yes

Are your staff trained to handle customer complaints or an irate person

Ask your customers if they are satisfied

AgendaAgenda

Introductions: Name and Position

Personalities: Yours and Theirs

Your Customers: Who and Why

Meeting Customer Needs

TSD’s Objectives: 6 Documents You Should Know

PersonalitiesYours and Theirs

Personality TestPersonality Test

10-15 minutes

Please take your time and consider your best answer

Grading Personality Grading Personality TestsTests

Choice A = Extrovert

Choice B = Introvert

Choice C = Sensing

Choice D = Intuitive

Choice E = Thinking

Choice F = Feeling

Choice G = Judging

Choice H = Perceiving

Customer Personality Customer Personality TypesTypes

Analytical - Sensing

Driver - Intuitive

Amiable - Feeling

Expressive - Thinking

Your CustomersWho and Why

Groups of 3Groups of 3 15 minutes

Intro- name, department

Determine how each of your departments serve TSD’s objectives

Determine each department’s customers

Nominate a group speaker

Share

Know Your CustomersKnow Your Customers

PhrasingPhrasing No negatives

Personalize… be a friend, not the enemy

Use the customer’s name

Don’t condescendingly correct the customer

RapportRapport Warm introduction

Tell stories

Ask questions- personal and professional

Empathize with their needs

TSD’s Objectives6 Documents You Should Know

Compact with TexansCompact with TexansCustomer Service Customer Service

PrincipalsPrincipals Quality learning and living environment

designed to meet students’ individual needs

Dignity and respect

Safe and healthy environment

Provide quality information

Legal, open, honest, professional, courteous, efficient and timely

Website for all access

Compact with TexansCompact with TexansCustomer Service Customer Service

PrincipalsPrincipals Provide publications, pamphlets and

presentations about School activities as requested

Return calls within two days

Respond to written requests within ten days

Provide direct communication for DHH customers

Maintain conscientious, competent and courteous staff

Acknowledge complaints within two days

2009-2013 Strategic 2009-2013 Strategic PlanPlan

Students will demonstrate academic, work and life skills Annual progress Individualized curriculum After-school learning and life skills Provide support services

Texas will benefit from outreach and resources Provide quality technical support Provide quality summer programs

Blueprint for Blueprint for ExcellenceExcellence

Students show growth in reading, writing and math by meeting AYP on state tests

Develop instructional and student life programs to meet students’ needs

Prepare all students for life after graduation

Recruit and retain quality workforce

TSD community will promote itself

Max community partnerships and alternative funding sources

Belief StatementsBelief Statements Shared responsibility

Develop whole person

Involve people in decisions about them

Full signing environment

Technologically competent

Exposure to Deaf Culture

Mission & VisionMission & Vision Learn, grow and belong

Recognized as a local, state and national leader in Deaf Education

Any Questions or Comments?