Work Session Leader: Joyce Hanley & Ron Paul

1. Awareness Training 2010 Presented by The Office of Lifelong Learning Presented by: Ron Paul Work Session Leader:Joyce Hanley & Ron Paul

2. Mandated by Cal U’s Administrative Council and the Board of Trustees Goal: promote positive interaction with our customers Why are you here?

3. Objectives • Know how to handle inquiries (in-person and on the phone) • Know how to obtain necessary information from callers and visitors • Be able to utilize the features of the phones • Know how to utilize online resources

4. Agenda – Customer Service • What is good customer service? • Who are our customers? • Why is good customer service so important?

5. Agenda – Communication Skills • Good communication skills – what are they and why do we find it so hard to communicate? • How can I improve my active listening skills?

6. Agenda – Phone Coverage • What to do when the phone rings • What to say first • Top 5 list of things to ask • Handling transfers • Putting callers on hold • How do I find the right person or department? What resources are available to me?

7. Customer Service Part One

8. Customer Service What constitutes good customer service? • Reliability • Confidence • Empathy • Responsiveness

9. Why is good Customer Service so important? • “First impressions are indelibly marked on the fabric of the mind.” • Our goal is to create a positive experience for every customer.

10. Who are our Customers? • External • Prospective Students • Parents • Other interested parties • Internal • Staff • Faculty • Students

11. Self-fulfilling Prophecy

12. But my degree isn’t in Public Relations! • You come into contact with customers everywhere • You are the face of Cal U – they will judge Cal U by their impression of you

13. In other words … You are Cal U !

14. Quick Check • What is good customer service? • Who are our customers? • Why is good customer service so important?

15. Communication Skills Part Two

16. What are the costs of ineffective communication? • Lost opportunities • Mistakes/rework • Confusion/mistrust

17. Barriers to Effective Communication • Environmental • Verbal • Interpersonal

18. Barriers to Effective Communication • Environmental – parts of your surroundings that have a negative effect on communication • Verbal – ways of speaking that get in the way of good communication • Interpersonal – relationship issues between people that have a negative effect on communication • Stereotypes • Hot buttons • Attitude

19. Ways to overcome barriers • Environmental • Control the setting • Plan to talk when there are minimal disruptions • Verbal • Know what you want to say and be clear • Ask questions and confirm • Listen • Interpersonal • Set aside biases and assumptions • Be alert for possible differences in perceptions

20. Hearing vs. Listening What’s the big deal?

21. Hearing vs. Listening Hearing is a physical process The ears hear. Listening is an intellectual and an emotional process. The whole body listens. Hearing is a sense of sound. Listening is a search for meaning.

22. Why don’t we listen? • Interruptions • Fear of not having all of the answers • Believing that you know more than the speaker • The speaker pushes a hot button • Pseudo-listening

23. Active Listening • Confirm your understanding by repeating it • Ask questions if you are unclear about anything • Read back critical information to ensure that you got it right

24. Top 10 Tips for Active Listening 10. Take notes! 9. Be a CSI! 8. Stay calm! 7. Forget about this weekend – concentrate! 6. Listen for the unspoken! 5. Don’t be judgmental!

25. Top 10 (continued) 4. Let the caller know you understand! 3. Don’t interrupt… well, unless you must! 2. It ISN’T all about you! AND 1. Be prepared!

26. There is a reason why we were born with: 2 ears and only 1 mouth!

27. Quick Check • What are the three costs of poor communication? • Name three types of barriers to communication. • How can you overcome those barriers? • What are 5 reasons we do not listen well? • Name the top 10 tips for active listening!

28. Phone Coverage Part Three

29. Offer a salutation State the name of the department Give your name (first name only, no nicknames) Offer assistance – how may I help you? It’s ringing… now what??

30. May I tell him who is calling, please? May I ask what you call is in regard to? May I have your phone number, please? May I have her return the call? Who’s calling? What’s your name? Will she know who you are? What’s it regarding? What do you want? What’s Hot & What’s Not

31. Full name Date and time of call Company or department or student’s name (if a parent) Their phone number The message Would you like to leave a message?

32. Do not disclose information about a student to an external caller (parents, other parties) – schedules, grades, SSNs, financial aid information, etc. WHEN IN DOUBT, DON’T GIVE IT OUT!! I can’t tell them what??

33. How do you feel when someone says they will transfer you? Why do you feel that way? What is the worst that can happen? Try alternative phrases I’ll connect you with Ms. Burns now I will put you in touch with the Bursar’s office now Transferring a Call

34. And, most importantly… Don’t hang up!!

35. Avoid the dead-end transfer Provide the introduction Name Reason for the call and transfer Just remember – the caller can hear you the ENTIRE time – so be RESPECTFUL! Why stay on the line?

36. Tell the caller: that you are going to transfer the call the name and extension of the person you are transferring to preview the process if applicable Press the Transfer button once. Enter the extension you are transferring to. It will ring and a person will pick up. Introduce yourself and that you will be transferring a call and tell them who the caller wishes to speak with. Press the Transfer button again. Hang up! The call will automatically connect to the number you’ve transferred it to. Job well done! How to transfer a call in 5 easy steps

37. Press the Resume Call button to return to the caller. Tell the caller that the party is not answering. Ask if they would like to leave a voicemail message If YES – tell them to follow the directions to leave a message and follow instructions again to transfer the call and hang up. If NO – tell them to call back later and hang up. What if I reach their voicemail instead of the live person?

38. Ask permission FIRST!! Press the HOLD button. To pick up again, press the Resume Call button. When you come back on the line, THANK THEM for holding. Don’t leave a caller on hold more than 30 seconds without checking back. Don’t leave them on hold more than 3 minutes EVER. How to put a call on hold

39. 5. I can’t I don’t know I’ll be honest with you You’ll have to AND 1. I’ll try Top Five Hot Buttons for Callers

40. What do we do with an angry caller? • Duck! • Hit back! • Disconnect them! These solutions render you… Powerless!!!

41. Why do we get angry? Because we care about something! You have been given a gift – the opportunity to make something good happen! Just do it!! What do we do with an angry caller? Let’s try again…

42. Use the EAR method to calm an angry caller E – Empathize A – Acknowledge/Apologize R - Responsibility Handling an Angry Caller

43. Be careful with humor! Avoid jargon! Avoid slang! NEVER speak disparagingly about the department, the school, your coworkers! Put a smile in your voice! Show ‘em what you got!

44. Online Resources www.calu.eduQuick Links Telephone Directory Organized by name and hierarchy Has name, department, title, room, phone and mailbox number Wait, Wait, Don’t Tell Me…

45. What do you say when you answer the phone? What information should you obtain when taking a message? What are the steps for transferring a call? What are the steps for placing a caller on hold? What is the EAR method for handling angry callers? What two resources should you always have handy when answering the phones or greeting visitors? Quick Check

46. Completion of Course In order to complete the course, you must successfully complete a short test on customer service and listening skills at the end of this presentation. Please use a SCANTRON form for the answers. If you do not already have one, you may request one from your work site or pick one up in the Office of Lifelong Learning, Eberly 202, from 8:00 – 4:00 daily. Be sure to include your name, the department in which you work, a phone number, and email address on the SCANTRON form. Return it to Eberly 202. When you complete the test successfully, your Certificate will be mailed to your work site. If you do not complete the test successfully, you will be asked to review the materials and re-test. Please call the Office of Lifelong Learning at x5840 with any questions. Good luck!

47. Customer Service Test • One of the four characteristics of good customer service (as provided in the presentation) is: • Sympathy • Empathy • Practicality • Efficiency • There are two types of customers: • Staff and Faculty • Internal and external • Inner and outer • Internal and guest

48. Customer Service Test (continued) • An example of an external customer would be: • Staff • Faculty • Parent • The goal for the training is to create a _______ experience for every customer. • Memorable • Positive • Impressive

49. Customer Service Test (continued) • An example of an internal customer would be: • Staff • Student • Parent • When we provide excellent customer service, our customers are happier with their University experience, and that translates into higher enrollment and better services. • True • False

50. Customer Service Test (continued) • Which of the following is NOT a cost of ineffective communication: • Confusion/mistrust • Lost opportunities • Loss of self-esteem • Mistakes/Re-work • The ways of speaking that get in the way of good communication are interpersonal barriers. • True • False