Customer Service by cg6PXH4O

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									        Presented by:
        Sara Branner
Director of Public Information
Spotsylvania County Schools
  No matter where you work
       in the school division,
giving the best possible service
      in that moment is what
            it’s all about.
        And in that moment,
   it all comes down to YOU!
   Welcome to...




Where YOUR customer
  is THE customer.
1           2           3



    X           O           X
        4           5           6



    X           O           O
7           8           9



    O           X           X
1




    Who are your
     customers?


Question for Square 1
       1



           Students
            Parents
           Taxpayers
           Colleagues

Home
       Answer for Square 1
2




     What does the
    customer want?


Question for Square 2
       2



              A lot!!! 
       Customer-friendly atmosphere
            High expectations
         Safe, caring environment
         Strong, basic academics
       “Highly Qualified” employees


Home
       Answer for Square 2
 School divisions can build and
   maintain true partnerships
  with their customers without
   spending a lot of money.

   In fact, it’s really not about
     money at all. It’s about
relationships and attitude.
3



     How do you
      keep your
     customers
      satisfied?


Question for Square 3
       3




       Hedgehog Concept
         Students, parents, and
       taxpayers are your primary,
          day-to-day customers.




Home
       Answer for Square 3
3



Hedgehog Concept
     Motivated to serve as a
      dedicated champion
         and cheerleader
    for your school division.



Answer for Square 3
3




Hedgehog Concept
 Invest the time, resources,
     and effort to make
          it happen.



Answer for Square 3
3



Hedgehog Concept
      Take your
       message
    “on the road”.



Answer for Square 3
People make your business!
      It’s that simple.

 The employees are either
    “image-makers” or
     “image-breakers”
 for your school division.
    Well-trained
  employees are
      the key to
satisfied customers.
                   4



    What do your
    customers, or
 potential customers,
     think of you?


Question for Square 4
                        4



         Climate surveys
            •Departments
            •Schools
            •Superintendent


Home
       Answer for Square 4
                  5



     How can you
   become better at
  customer service?



Question for Square 5
                        5



        Provide customer
       service workshops
        for all employees.


Home
       Answer for Square 5
                          5



         Appoint a team to
       create and implement
       your overall customer
         service strategy.



Home
       Answer for Square 5
                           5



       Pay attention to the
        inside and outside
           aesthetics of
        your facility/office.


Home
       Answer for Square 5
                          5



Critique the signs around
     your department.
    Make the “tone”
   of your front office
       a top priority.


Answer for Square 5
                       5



   Review the quality
     and tone of all
written correspondence.
   Install a 24-hour
   information line.


Answer for Square 5
                     5




Anticipate and analyze
  the needs of your
       clientele.



Answer for Square 5
                     5




Make your publications
    user-friendly.




Answer for Square 5
                      5



 Speak to community
  service clubs and
  organizations to
   showcase your
     department.


Answer for Square 5
                      5



   Find ways to give
back to your community.
   NEVER GIVE UP!
   Stay the course.



Answer for Square 5
                   6



 What communication
  standards should
   a school division
    have in place?



Question for Square 6
                     6



Communicate through
  a variety of means:
 in person, telephone,
email, fax, website and
   Cable TV channel.


Answer for Square 6
                     6



  Actively listen and be
 responsive to customer
   concerns and needs
regarding your services.



Answer for Square 6
                    6



Accurate, up-to-date,
    and reliable
    information
   and services.



Answer for Square 6
                   6



  Focus on internal
communication – make
sure all employees are
    kept informed.



Answer for Square 6
More than 70% of parents say
  that they rely on personal
       observations and
        conversations
– not the local news media –
 to gather information about
 their communities’ schools.
 7



     How should
      you handle
       customer
     complaints?

Question for Square 7
Customers that complain
   are likely to share
  their dissatisfaction
     with up to 16
     other people.
 Even more alarming
is research that shows
  only four percent of
  unhappy customers
actually lodge official
      complaints.
7



  Attempt to resolve
     the problem
     according to
established guidelines.



Answer for Square 7
7



    Ask questions to
     determine the
     validity of the
       complaint.



Answer for Square 7
7



   Offer possible
 solutions or provide
them with appropriate
     information.



Answer for Square 7
7



   Seek assistance
 from someone else
who is an “expert” on
      the topic.



Answer for Square 7
 8



   How do you
 deliver superior
     service?


Question for Square 8
8


      •Favorable first
        impression
  •Courteous treatment
     •Positive attitude
•Effective communication
           skills



Answer for Square 8
  Service is
more about
 perception
than reality.
 9




 How do you handle
customer situations?



Question for Square 9
 9



•Listen to the customer
       •Empathize
     •Ask questions
  •Take responsibility



Answer for Square 9
Listening accounts for 45%
   of all communication
     activities and is the
      most used and
     least taught skill.
       The Basics
•First impressions matter
•Courtesy counts
•Attitude is everything
•Do the right thing
 Effective Communication
• Say what you mean and mean what
  you say
• Be aware of your nonverbal
  communication
• Good grammar usage
• Ask the correct questions and answer
  the questions correctly
• Listen actively
  Relationship Building
•Establish rapport
•Interact positively
•Identify their needs
•Different Strokes for
 Different Folks – Types of
 customers
 Face-to-Face Contact

•Greeting the customer
•Helping the customer
•Ending the interaction
   Telephone and E-mail
     Correspondence

•Respond in a timely
 manner
•Use good
 communication skills
•Be a professional
  Make sure
every employee
   is in PR.
    To access this presentation, go to
www.spotsylvania.k12.va.us/public_information/customer_service.ppt


								
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