Delivering Exceptional Customer Service

1. Delivering Exceptional Customer Service Presentedby Student Affairs Special programs team

2. Welcome to CSN • We are excited to have you on our team and want you to be proud • to serve the students and faculty here by providing: • GOOD ??? • GREAT ??? • EXCELLENT ??? • EXCEPTIONAL – that’s it • Customer Service

3. Customer Contact is a moment of truth • When “customers” first meet us they immediately form opinions about us and our organization. Those impressions include things about character, efficiency, and friendliness. They will decide in 7 seconds from 11 impressions whether they… • Like You • Dislike You • Indifferent • … that will largely determine the satisfaction of their experience (and yours)

4. 7-11 Quiz • 7- Helpful • 8- Understanding • 9- Courteous • 10- Confident • 11- Professional • 1- Cleanliness • 2- Warmth (engaging) • 3- Credible • 4- Knowledgeable • 5- Responsive • 6- Friendly

5. Professionalism • Positive Attitude • Attentive – listen and care (make them know they matter) • Give accurate information, don’t be afraid to say “I don’t know, but I will find out” • Friendly approach – watch for non-verbal and body language signs • Eye contact (best response in 2 seconds) • Learning to say no with tact and courtesy and confidence • Stay positive • Attention to detail • Go the extra mile • Use names whenever possible • Work Ethics • Punctuality • Time Management • Manage multi-tasking • Follow the chain of command

6. Professionalism continued • Etiquette • Telephone • Greeting • Holds • Transfers • Workspace • Clean from clutter • Organized (know where to find things and put them back in their place) • No food, drinks in covered containers • Socializing limited to break times (includes • Appearance • Refer to handout for helpful guidelines

7. Communication • Use Clear and Concise Communication and be the Problem Solver • Verbal • Speak clearly at an appropriate speed • Be aware of your tone and inflections • Give undivided attention • Written business email and letters/memos • Use correct grammar (no text talk or IM speak) • Limit styles and images • Be careful of font colors • Use correct case (not all caps or lower case) • Non-verbal • Watch body language, lack of eye contact or signs of frustration

8. Communication continued • Language • Avoid use of: • Vulgar or profanity language • Sexually explicit or suggestive comments • Discriminatory or demeaning comments There is never an appropriate time for any of these in the workplace • Confidentiality • HIPAA – Health Insurance Portability and Accountability Act • FERPA – Family Educational Rights and Privacy Act • Adjust tone and volume • Use a privacy screen where appropriate

9. Knowledge and Learning • Knowledge is an acquaintance with or understanding of facts and truths • Learning is a willingness to become acquainted with facts and truths not yet understood • Working Knowledge • Job description, responsibilities and performance expectations • Where to find college policies and procedures • Department policies, procedures and expectations • Functions of MyCSN • Stay current on email and department updates for up-to-date information • General Knowledge • General knowledge about CSN/Infrastructure • Important college dates and events • CSN catalog (online) • Cross training or knowledge of other department functions

10. Knowledge and Learning continued • Willingness for continued learning • Participate in staff training • See supervisor for permission to attend professional development workshops of interest for career and advancement learning. Be sure to check the CAPE website for offerings • Assignment of an inner department mentor for the first 90 days

12. DIVERSITY • Be understanding and accepting of people or situations that do not fit your comfort zone • Keep you temperament in check • Be aware of your biases

13. Teamwork • Be respectful of all members of your team • Be coachable and open minded to help offered by your supervisor or other members of your team • Be willing to work together to accomplish department and institutional goals • Be willing to be available and do your share of necessary extras (take one for the team) • Be willing to share you knowledge with others. Mentor and support new team members • Give recognition and credit wherever you can for a job well done or a difficult situation well handled.

14. Exceptional customer service • Maintain a high level of professionalism by following the guidelines and handouts from today’s discussion • Listen and be attentive to what your customer needs • Communicate using clear and concise business language and remember to watch body language • Be a life long learner at your job as well as your personal education. Take opportunities to learn new things and become aware of all the services provided at CSN so you can help and refer seamlessly • Be understanding of all people and situations, especially where you may have biases that are contrary

15. Smile, be happy and have fun! It will always show in the service you give