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Exceptional Customer Service

Exceptional Customer Service. Bitsy Cohn, Front Range Community College. A Training for Student Employees. No, not because you provide cheap labor Yes, because You are the face of our colleges You know what students feel and need better than anyone

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Exceptional Customer Service

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  1. Exceptional Customer Service Bitsy Cohn, Front Range Community College A Training for Student Employees

  2. No, not because you provide cheap labor • Yes, because • You are the face of our colleges • You know what students feel and need better than anyone • You are dedicated and energetic and represent our colleges so well Colleges love student employees

  3. TMI from VPL Don’t…please

  4. flip flops • snow boots • billion inch stilettos Don’t…ok?

  5. Too much perfume or cologne Don’t…Ugh

  6. Noisy accessories Don’t…Argh

  7. Short shorts or mini skirts Don’t…here

  8. Sag Don’t…even

  9. Clean, unwrinkled • Projects a professional image • Business casual – Google it • When in doubt – ask! Do…

  10. Answering Customer Questions • Communicating accurate information • Solving problems BEFORE they happen • Protecting me and the institution from liability • Defining my job responsibilities and who is accountable I Policy

  11. What are the top ten questions my customers ask? • Where do I find the answers to those questions? • Who can help me if I don’t know the answer to a question? • What do I need to do to remember this information? Identifying and using resources

  12. Who do you admire in your workplace? What do they do that you would like to learn? • Think about what you would like from a mentorship • How would you approach a person to be your mentor? • If the person is someone who doesn’t know you, who would you ask to introduce you? Activity

  13. What do I want to be when I grow up? • ANY JOB can lead to bigger and better things! • Resume and Skill building – the payoff • Mentorship Networking and Leadership

  14. Questions?

  15. You work in education, right? So you’re an educator, right? • Actually, you are first and foremost a servant. Wait! Let me explain? The Servant Culture

  16. Robert K. Greenleaf on Servant Leadership Servant Leaders "make sure that other people’s highest priority needs are being served. The best test… is: Do those served grow as persons? Do they, while being served, become healthier, wiser, freer, more autonomous, more likely themselves to become servants?” Servant First Culture

  17.  Listen What do you need?  Reflect Here’s what I heard you say  Acknowledge I can help with that  Act Here’s how I’ll help Strategies

  18. One two three, don’t yell at me! It might be AT you but it’s not ABOUT you • Stay or walk away? Know your limits • Find the fear and the rest will follow Oh NO You Didn’t!

  19. Admit it, once you didn’t know the answer either. • Make believe it’s the first time you’ve heard it • Teach, don’t do • Can I help my department be more efficient? The 1,000,000th Question

  20. What you THINK and what you SAY can be two different things Top Ten Customer Service Responses

  21. Ten That must be very frustrating. How can I help you? • Nine I CAN tell you… • Eight Thank you for bringing that to my attention. It’s not about me, right?

  22. Seven I’d be happy to direct you to the people who can help you with that. • Six That’s a good question. Let me find out the answer for you. • Five If you run into any problems, please come back to me and I will help. Can’t I just yell a little?

  23. Four The system can be very confusing. Let me do it with you to see if we can solve the problem. • Three I CAN… • Two We seem to have a misunderstanding. But I’M right!

  24. One I apologize I love my job, I love my job…

  25. What are my priorities…today? • School • Family • Social Life • Work • Don’t make excuses - Tell the truth • Ask for help Work Life Balance

  26. Roadies • Show up for work…sort of • Do the job…grudgingly • Watch the rock stars achieve… resentfully • Rock Stars • Run the show • Make more money • Are worshipped by many Rock Star or Roadie?

  27. Questions?

  28. Becoming a Servant Leader: Do you have what it takes? John E. Barbuto Jr. 2007 University of Nebraska at Lincoln. http://www.ianrpubs.unl.edu/epublic/live/g1481/build/g1481.pdf • Handout – Top Ten Responses • Glamour magazine’s Do’s and Don’ts on the job • http://lifestyle.msn.com/your-look/everyday-style/staticslideshowglamour.aspx?cp-documentid=25008518&gt1=32002 • Contact Me bitsy.cohn@frontrange.edu (970)204-8609 Resources

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