Division of Student Affairs and Enrollment Management Customer Service Training Overview

1. Division of Student Affairs andEnrollment Management Customer Service Training Overview

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3. Program Overview • Program began as Pilot in Swinney Recreation in the Spring of 2009 • Extended to Division of Student Affairs and Enrollment Management Fall of 2009 for all student employees • Since Fall 2009 have trained over 600 student employees in this two hour program Slide #

4. ProvidingCustomer ServiceStarbucks Customer Service Video Excellent Slide #

5. Who is the customer? Faculty Staff Commuting Students Residential Students International Students Future Students Community Members University Guests Slide #

6. Customer Service Basics • Your stress level affects your ability to serve others effectively. • Customer perceptions, satisfaction and complaints MATTER to us. • We must close the customer service gap. • There are critical customer service areas and mistakes. Slide #

7. The Customer Service Gap EXPECTED SERVICE Customer Service Gap PERCEIVED SERVICE Slide #

8. Perceptions of Customer Service For your customers, perception is reality! • Perceptions are created at every contact. • Perceptions are dynamic and individual; perceptions change moment to moment and from person to person. • Assess perceptions of customer service by asking: • How do my customers see me? • How do I know they see me this way? • How do I want them to see me? • How do I see my service? Slide #

9. The Four “P”s • PRINCIPLE • Represent UMKC with HONESTY. • Abide by the RULES. • PRIDE • Show respect • To YOURSELF. • To UMKC. • To the CUSTOMER. • POLITENESS • Be THOUGHTFUL. • Be COURTEOUS . • Be KIND. • PROFESSIONALISM • Do your BEST. • Use your BEST. • Present your BEST. Slide #

10. Where are the Critical Customer Service Moments? Everywhere! • Primacy: The first contact leaves a powerful impression. • Visual- front office space • Verbal- greeting • General tone of conversation • Recency: The last contact leaves a lasting impression. • Result: Did the customer get what they expected? • What was the last interaction…? Slide #

11. Critical Customer Service Areas in Most Offices Stay consistent during hectic and slow times. • Phone call after phone call • Face-to-face contact with student after student. • Mail, mail and more mail • Form after form to be processed Not all customer service moments are equal. What do you think they will remember most? Slide #

12. Actively Avoid the Critical Mistakes • Absence of any communication • Use the person’s name when you know it. • Hear the message: “please tell me more about…” • Interpret the message: “I apologize that you were cut off…” • Evaluate the message: “What can I do to help…” • Generic comments out of habit • Be descriptive: “In similar situations, we…” • Refer to their story: “Thank you for talking to me today about…” Slide #

13. Avoiding the Critical Mistakes (continued) • Poor body language or appearance • Matching aggression with aggression • “I disagree…” • “You never…” • “You should…” • No emotional response - flat affect • Showing no empathy or acting like you don’t care • Focusing on WIIFM (what’s in it for me?) Slide #

14. Focus on Satisfaction over Service • Each student deserves to be treated as unique • How customers rate service providers: • Reliability: Deliver as promised • Responsiveness: Positive, prompt and polite • Empathy: Care, concern and consideration • Tangibles: Quality, appearance and ease • Assurance: Courtesy, respect, helpful and knowledgeable “Customers do not care what you know until they know you care”. L.L. Bean Slide #

15. Video Shep Hyken - Customer Service Cab Story Slide #

16. Student Employees & Staff Administrations Plan & Goals CustomersCurrent & New IncreasedRevenue Get the Picture Everyone working toward a common goal of providingAwesome Customer Service! • Meet the goals of your administration. • Happy current customers. • Happy new customers. • Office harmony • Employees are happy. • Job performance excels. Slide #

17. Resources • Cramer, Kathryn D., PH.D. and Wasiak, Hank.(2006). Change The Way You See Everything. Philadelphia and London: Running Press. • Gilleylen, Shawn E., Success with Etiquette™ Training Program. (2007), Administrative Support Associates: http://www.successwithetiquette.com • Institute of Customer Services (Turban et al (2002): http://www.instituteofcustomerservice.com • Mackey,Customer Service Training and Proper Etiquette. Customer Service Training. Kansas City: LJoyce’s Coordinating and Consulting, 2008 • Moran Consulting, Inc: http://www.moraninc.com Slide #