The Magic of Customer Service
43
THE MAGIC OF CUSTOMER SERVICE TASB Winter Governance & Legal Seminar March 2013 ✪ Corpus Christi, Texas
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Presented at the TASB Winter Governance and Legal Seminar.
Transcript of The Magic of Customer Service
THE MAGIC OF
CUSTOMERSERVICE
TASB Winter Governance & Legal SeminarMarch 2013 ✪ Corpus Christi, Texas
BradDomitrovich
If you would like to
view this presentation
at a later date,
please visit:
www.SlideShare.net/
BradDomitrovich
Who are your district’s customers?
Who are yourdistrict’s customers?
Employees
Parents
StudentsBoard
Members
Taxpayers
Business Leaders
Media
Which customer is “King”?
Which customer is “King”?
What makescustomerservice somagical?
What isCustomerService?
Customer service is aseries of activities designed
to enhance the levelof customer satisfaction.
Customer service isthe feeling that a product
or service has met thecustomer’s expectations.
Customer service isthe connection you makewith all your customers.
Five Positive Thoughts for
Customer Service
You only get one chanceto make a first impression.
1
Make sure people feel betterafter they have talked to you.
2
Three words to avoid when dealingwith the public “that’s our policy”.
3
Communication is notwhat you say, but how people
interpret what you say.
4
Always be a part of the solutionand never a part of the problem.
5
Five Rules for Great
Customer Service
Keep customersthe priority.
1
Over-deliverwhenever possible.
2
Offer choices.
3
Be access-approachable.
4
Use logicand not emotion.
5
What is adifficultperson?
What is a difficult person?• Someone who has a bad
attitude.• Someone who is never
wrong.• Someone who doesn’t
listen.• Someone who acts very
childish.
What is a difficult person?
• Someone who attempts to
intimidate or manipulate
other people.• Someone who does not
share your point of view
or your organization’s
point of view.
FIVE TIPS FOR DEALING WITH
DIFFICULT PEOPLE
Assist themquickly and efficiently.
1
Smile.
2
Listen without interrupting.
3
Never takea complaint personally.
4
Offer and request
respect.
5
Five Closing Thoughts on
Customer Service
Listen more than you speak.
1
Words like “Please”, “Sorry”, and “Thank you” should be a part
of everyone’s vocabulary.
2
Never promise anything to a reporter that you can’t deliver within their deadline.
3
Be the best ambassador and advocate possible for your district.
4
The best way to ensure your district treats customers graciously is to set
a good example yourself.
5
If you would like to
view this presentation
at a later date,
please visit:
www.SlideShare.net/
BradDomitrovich
THE MAGIC OF
CUSTOMERSERVICE
TASB Winter Governance & Legal SeminarMarch 2013 ✪ Corpus Christi, Texas
