Division of Student Affairs and Enrollment Management Customer Service Training Overview.
17
Division of Student Affairs and Enrollment Management Customer Service Training Overview
-
Upload
benny-shove -
Category
Documents
-
view
214 -
download
1
Transcript of Division of Student Affairs and Enrollment Management Customer Service Training Overview.
Division of Student Affairs andEnrollment Management
Customer Service Training Overview
Slide # 2
Program Overview Program began as Pilot in Swinney Recreation in
the Spring of 2009 Extended to Division of Student Affairs and
Enrollment Management Fall of 2009 for all student employees
Since Fall 2009 have trained over 600 student employees in this two hour program
Slide # 3
4
ExcellentProviding
Customer ServiceStarbucks Customer Service Video
Slide #
Who is the customer?
5
Faculty Staff
Commuting Students Residential Students
International Students
Community MembersFuture Students
University Guests
Slide #
6
Customer Service Basics
Your stress level affects your ability to serve others effectively.
Customer perceptions, satisfaction and complaints MATTER to us.
We must close the customer service gap. There are critical customer service areas and
mistakes.
Slide #
7
The Customer Service Gap
EXPECTED SERVICE
PERCEIVED SERVICE
Customer Service Gap
Slide #
8
Perceptions of Customer Service
For your customers, perception is reality! Perceptions are created at every contact. Perceptions are dynamic and individual;
perceptions change moment to moment and from person to person.
Assess perceptions of customer service by asking: How do my customers see me?
How do I know they see me this way? How do I want them to see me?
How do I see my service?
Slide #
9
The Four “P”s
• PROFESSIONALISM– Do your BEST.– Use your BEST.– Present your BEST.
• POLITENESS– Be THOUGHTFUL.– Be COURTEOUS .– Be KIND.
• PRINCIPLE– Represent UMKC with HONESTY.– Abide by the RULES.
• PRIDE– Show respect
• To YOURSELF.• To UMKC.• To the CUSTOMER.
Slide #
10
Where are the Critical Customer Service Moments? Everywhere!
Primacy: The first contact leaves a powerful impression. Visual- front office space Verbal- greeting
General tone of conversation Recency: The last contact leaves a lasting
impression. Result: Did the customer get what they expected? What was the last interaction…?
Slide #
11
Critical Customer Service Areas in Most Offices
Stay consistent during hectic and slow times. Phone call after phone call Face-to-face contact with student after student. Mail, mail and more mail Form after form to be processed
Not all customer service moments are equal. Whatdo you think they will remember most?
Slide #
12
Actively Avoid the Critical Mistakes
Absence of any communication Use the person’s name when you know it. Hear the message: “please tell me more about…” Interpret the message: “I apologize that you were cut off…” Evaluate the message: “What can I do to help…”
Generic comments out of habit Be descriptive: “In similar situations, we…” Refer to their story: “Thank you for talking to me today
about…”
Slide #
13
Avoiding the Critical Mistakes (continued)
Poor body language or appearance Matching aggression with aggression
“I disagree…” “You never…” “You should…”
No emotional response - flat affect Showing no empathy or acting like you don’t care
Focusing on WIIFM (what’s in it for me?)
Slide #
14
Focus on Satisfaction over Service
Each student deserves to be treated as unique How customers rate service providers:
Reliability: Deliver as promised Responsiveness: Positive, prompt and polite Empathy: Care, concern and consideration Tangibles: Quality, appearance and ease Assurance: Courtesy, respect, helpful and knowledgeable
“Customers do not care what you know until they know you care”. L.L. Bean
Slide #
16
Get the Picture
Meet the goals of your administration.
Happy current customers. Happy new customers. Office harmony
Employees are happy. Job performance excels.
Adm
inist
ratio
ns
Plan
& G
oals
Custom
ers
Curr
ent
& N
ew
Student Employees & Staff
Increased Revenue
Everyone working toward a common goal of providing
Awesome Customer Service!
Slide #
17
Cramer, Kathryn D., PH.D. and Wasiak, Hank.(2006). Change The Way You See Everything. Philadelphia and London: Running Press.
Gilleylen, Shawn E., Success with Etiquette™ Training Program. (2007), Administrative Support Associates: http://www.successwithetiquette.com
Institute of Customer Services (Turban et al (2002): http://www.instituteofcustomerservice.com
Mackey, Customer Service Training and Proper Etiquette. Customer Service Training. Kansas City: LJoyce’s Coordinating and Consulting, 2008
Moran Consulting, Inc: http://www.moraninc.com
Resources
Slide #
