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Great

Great . Customer Service:. The “Swiss-Army Knife” of Student Retention. Presented by: Dave Warneking and Peggy Duncan February 15, 2011. Session Agenda. Presentation ~15 minutes Group Discussion – Automation Group Discussion – Prioritizing Service. Overview. The Welcome Listening

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Great

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  1. Great Customer Service: The “Swiss-Army Knife” of Student Retention Presented by: Dave Warneking and Peggy Duncan February 15, 2011

  2. Session Agenda • Presentation ~15 minutes • Group Discussion – Automation • Group Discussion – Prioritizing Service

  3. Overview • The Welcome • Listening • Parsing the Message • Setting Expectations and Goals • What to Promise • Follow-up and Conclusion

  4. The Welcome • Environment • Perception • Personality • Respect

  5. Listening • Focus • Write it down

  6. Parsing the Message • Read Back / Repeat • Get Clarification • Look for cues • Core Issue

  7. Setting Expectations and Goals • Support your organization • Handoff • You have control • Give responsibility for following up to the customer

  8. What to Promise • Only promise that which you can deliver

  9. Follow-up and Conclusion • You’re already done! • Set calendar reminders • Refine procedures • Communicate internally • Swiss-Army Knife Analogy

  10. Sources • Presentation Design:https://it.usu.edu/fact/files/uploads/PP_BestPractices.pdf • Customer Service Fundamentals: School of hard words Too many mistakes so we quit counting “I told you so!” Late night thoughts “I should have …”

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  12. Automation • What works now? • What’s broken or weak? • Communication Quality

  13. Prioritizing Service • Identifying “JOB ONE” • Taking care of internal and external customers • The right people in the right place

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