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Mark Chamberlain and Verda Gibbs

Building Relationships of Trust Yield Big Returns At Little or No Cost Why Its Important to Know Who Your Customers Are. Mark Chamberlain and Verda Gibbs. Education Has Changed…. South Fork School-Barren Co., KY 1909. McGavock High School-Nashville, TN Nearly 500,000 Sq. Ft. on 30 Acres.

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Mark Chamberlain and Verda Gibbs

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  1. Building Relationships of TrustYield Big ReturnsAt Little or No Cost Why Its Important to Know Who Your Customers Are Mark Chamberlain and Verda Gibbs

  2. Education Has Changed… South Fork School-Barren Co., KY 1909

  3. McGavock High School-Nashville, TN Nearly 500,000 Sq. Ft. on 30 Acres

  4. Recent Survey Word of Mouth is one of the top methods to check out schools. One bad experience=10 people who tell 10 more! Leakey building, faulty heating and cooling , late textbooks, exhausted paper supply, overlooked bills, etc……

  5. How Did We Do That?

  6. Without the Tree Nearly budget neutral Consolidation of staff Unified service commitment

  7. Old Fashioned Switchboard

  8. If You Can’t Measure It, Then You Can’t Manage It!

  9. Knowledge Base Tools

  10. Multifunctional Lobby Space Public Entrance Reception Staff

  11.  ”For Metro Nashville Public Schools to become the first choice for families, we need to make every family and community stakeholder feel welcome in our schools. That begins with offering outstanding customer service, including a warm greeting, listening and treating customers with respect—and we need to provide each other with the same outstanding service.” Dr. Jesse Register

  12. 1,000,000 Customers Served!

  13. We Saw an Opportunity to Build Relationships of Trust Ensure students, parents and community stakeholders and businesses (Customers) feel they are partners in the educational process.

  14. Customer Care Training Customer Service Center was not enough—we need everyone. All 10,000 employees! You can’t serve customers until they know you care!

  15. Customers, External and Internal Want to Know Staff care! Staff listen! Staff are respectful! Staff take ownership! Tale of the disconnected lights. Staff follow up in a timely manner! Staff apologize!

  16. An ExerciseWhom Do You Serve?WHO SERVES YOU?

  17. Who Are Our Customers?A Look At The Exercise • 1st… 2 definitions: External. Internal. • Questions to ask • Am I a good customer • Are my customers pleased? • How do I know for sure? • Who is the final customer? • Do I know how I impact him or her?

  18. 4 Cornerstones of Customer Care and Service • Responsiveness • Environment • Courtesy & Respect • Communication(This is applicable to everyone but not in the same ways.)

  19. The 4 Personality Types (in a nutshell) Driver (10%)(Dominant/Lion/Red)+ Takes Charge+ Likes Power+ Bold/Action Oriented+ Decisive- Can hurt others- Overlooks details- May be Impulsive/rash Analytical (25%)(Compliant/Beaver/Yellow)+ Loves detail+ Very Logical+ Cautious+ Factual- Can seem rigid- Resistant to change- May be too serious Amiable (40%)(Stable/Golden Retriever/Green)+ Steady & Calm+ Loyal+ Understanding/Feeling+ People persons- Can be slow to act- Easily emotional- May seem unenthusiastic Expressive (25%)(Influencing/Otter/Blue)+ Good talkers+ Outgoing+ Entertains others - Can be impulsive- Won’t be quiet- May loose sight of task

  20. What do upset customers want? • To be taken seriously • To be treated with respect • Action • Compensated or gain restitution • Resolution • Someone will be reprimanded • Do what you said you would do • Listened to/heard

  21. Just Words? • “It’s the (insert your department here) fault.” • (what did we learn about agents/agency) • “Fighting words” • Handling expectations/time frames

  22. Telephone Etiquette Greeting Value Added Active listening Resolve at first call Attitude/Body Language

  23. Email Etiquette Regularly Respond FW/Public Record Reply to all/Reply Bcc, cc Documentation Your signature line

  24. So Far We Have Trained 2,500 of our 10,000 employees Whole departments (All MNPS Business Employees) Whole Schools District Leaders Volunteer and Referral Based

  25. What Is In It For The District? Speak positively about your school/district Increased parental and community involvement Fewer complaints and lawsuits More time to focus on leading and learning

  26. Good To Great Top leaders, to middle managers and to front line workers must develop relationships of trust with their customers. Otherwise they are doomed to fail or remain mediocre.

  27. Keep the Discussion Going Mark.Chamberlain@mnps.org Verda.Gibbs@mnps.org

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