Exemplary Customer Service It just might save your life Michael D. - - PowerPoint PPT Presentation
Exemplary Customer Service It just might save your life Michael D. Morgan What is Customer Service? Customer service is listening to your customer and truly understanding their needs, wants, and desires helping them achieve their goals. Its
It just might save your life
Michael D. Morgan
Customer service is listening to your customer and truly understanding their needs, wants, and desires helping them achieve their goals. It’s not about giving things away for free; it’s simply about caring and acting sincerely in their interest, not yours. Jim Logan
Empathy is the single most important customer service skill.
everything
When showing empathy to a student it’s important that employees understand what happiness and success means to students. and To best serve students that are in an unfortunate situation, it’s crucial to understand exactly how being in that situation is making the student feel, then simply step into the student’s shoes.
As a customer service skill, positivity is about the language you use to communicate with your
a huge difference in the way a student perceives what is being said.
confirming your worst suspicions.
invariably always comes before bad news.
“As you know…” We sometimes say this because we don’t want to come across at patronizing by saying something which we assume the other person already knows. But what if they don’t already know? We then come across as
guess I’m stupid, because I didn’t know that.” Instead, use “I just learned that…” this phrase allows you to share some information in a way that makes whoever you’re talking to feel knowledgeable if they already have the information you have shared. (Steimle, 2013)
Use "what questions do you have," instead of "do you have any questions." Using “what questions do you have” allows the student to feel that you are open to and will welcome additional questions.
Instead of Unfortunately use “As it turns out” Apple employees are banned from saying "unfortunately" when delivering bad news to a customer, urged instead to replace it with the more positive "as it turns out." And management apparently takes the ban seriously: One former Apple employee tells us that his coworker was put under a 90-day probationary period because he said "unfortunately" too much at the Genius Bar. (Chen, 2011)
Negative phrases immediately put the listener on the defensive. On the other hand, positive phrases can completely change the way students interpret what you’re saying.
Patience is more than a virtue. It’s also a customer service necessity.
understand some things.
Patience not only helps you deliver better service, but one study from the University of Toronto found that being impatient not only impedes our ability to enjoy life, but it makes us worse at completing things that are difficult (like delivering great customer service).
Understand the Addictive Nature of Anger, Irritation, and Outrage
you are to keep feeling them.
important to be patient.
Upgrade your attitude towards discomfort and pain
In uncomfortable situations with students where you feel your patience wearing thin, remind yourself that “this is merely uncomfortable, not intolerable.”
Pay attention to when the irritation/pain starts.
Find the cues that cause you to lose your cool. That way, you can correct course before it’s too late.
The things we say to ourselves have an uncanny ability of coming true, whether they’re positive or negative. So when you say “this student is really starting to piss me off,” instead of, for example, “this is a tough situation, but I’m going to stay calm and do what it takes to solve the problem,” it can have a big impact on what the reality becomes.
Clarity in communication is probably the easiest skill to spot in job applications and interviews, and one of the most important things that everyone should learn, especially those of us in student services.
Take complex topics and write concise, simple and clear
no knowledge of the subject matter to see if they can understand it instantly. The more you practice this, the clearer you will become.
The final critical customer service (and really, life) skill is continuous improvement. Train to get better every single day, week, month, quarter and year.
Use the one percent goal: every day, strive to improve just 1%.
People suffer from not being recognized, being just another face in the crowd. With increased student populations and traffic within our offices we become more and more impersonal; more faceless; and seemingly more uncaring. Be the difference in someone's life today, it may actually save your life.
remember YOU, your likes, dislikes, desires.
– I am happy to be here today.
– How well you are doing will be reflected
tolerance and reciprocity
The key is to set realistic customer expectations, and then not to just meet them, but to exceed them -- preferably in unexpected and helpful ways. Setting customer expectations at a level that is aligned with consistently deliverable levels of customer service requires that your whole staff, works in harmony with your brand image. Richard Branson
If you continue to believe as you have always believed, you will continue to act as you have always acted. If you continue to act as you have always acted, you will continue to get what you have always gotten. If you want different results in your life, you must first change your mind. Think Grow Prosper
Markidan, L., (2015) The Ultimate Guide to Customer Service Training, Groovehq.com, Retrieved from https://www.groovehq.com/support/customer- service-training Chen, A., (2011) Working at the Apple Store: Tales from the Inside, Gizmodo, Retrieved from http://gizmodo.com/5812622/working-at-the-apple-store-tales-from- the-inside Steimle, J., (2013) 10 Phrases You Use That Are Killing Your Business, Forbes Online, Retrieved from http://www.forbes.com/sites/joshsteimle/2013/08/12/10-phrases- you-use-that-are-killing-your-business/ Chickering, A. W. & Reisser, L. (1993). Education and identity. San Francisco, CA: Jossey-Bass