Customer Relations
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Transcript of Customer Relations
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?