Making Customer Service A Way of Life In Financial Aid Customer Service: Easier Said Than Done

1. Making Customer Service A Way of Life In Financial Aid Customer Service: Easier Said Than Done Designed Exclusively for the 2011 Spring WASFAA Conference April, 2011 Terry D. Everson Everson Consulting, LLC

2. WASFAA Session 1 • Customer Service: What’s the Big Deal- Why Even Worry?- A interesting trend- Your competition when it comes to Customer Service- Who are your customers and what do they expect?

3. The “Doctor” Is In! • Dave Berry Lives • You are going do what? • The importance of follow up

4. Customer Service is • On the whole, getting better • Staying about the same • On the whole, getting worse

5. Why Even Worry About Customer Service?

6. Define “The Customer”

7. Who is your competition?

8. The 5 P’s

9. What if you ARE the competition?

10. The Cost of “C” vs. “A” Service • In the following situations determine how much the organization had to spend to accomplish “WOW” customer service. • Judy’s smile • Eric’s extra mile • A Bill Murray “look alike”

11. Do Unto Others

12. Action Planning Worksheet I will do what? By when? Action Date Signed_________________________ Date__________

13. Making Customer Service A Way of Life In Financial AidYour Role In Creating a “WOW” Environment Designed Exclusively for the 2011 Spring WASFAA Conference April, 2011 Terry D. Everson Everson Consulting, LLC

14. WASFAA, Session 2 • Creating Loyal Customers: A Triangle of Power- The difference between satisfied and loyal customers- Why customers leave- Examples of your loyalty- Steps in the normal customer’s thinking process

15. Satisfied Vs. Loyal

16. Define Loyalty • What does it look like when someone is a “loyal” customer? • Compare/contrast to a “satisfied” customer • Where is your focus?

17. List those products you are loyal to

18. How to Create Loyal Customers High Quality Product Outstanding Customer Service Competitive Pricing Build on our strengths Treacy and Wiersema

19. What Do You Control in Your Office?

20. As a team, share your most memorable customer service experience over the past couple of months. To make it personal, select a situation where you were the customer. Outstanding Customer Service Situation ______________________________________________ Unsatisfactory Customer Service Be prepared to report back to the team the common experiences from both positive and negative experiences.

21. Common Themes

22. Do You Know Why Your Customers Leave? Poor Service Product Dissatisfaction Better Prices Elsewhere Other

23. The “loyalty” thinking process • I am important and want to be respected • Consider my viewpoint • WIIFM • Okay, so what do I have to do to get this benefit • The final act!

24. Delight the Customer • Diagnose the situation • Expect nothing but the best from you • Listen • Investigate from Their side of the fence • Get to the root cause • Help in anyway possible • Thank you’s that mean something

25. Action Planning Worksheet I will do what? By when? Action Date Signed_________________________ Date__________

26. Making Customer Service A Way of Life In Financial AidDealing With Challenging Customer Service Situations Designed Exclusively for the 2011 Spring WASFAA Conference April, 2011 Terry D. Everson Everson Consulting, LLC

27. WASFAA Session 3 • Dealing with “Challenging” customer service situations- A hard lesson learned- Using The 4 P’s in a real life situation- The power in you: 75/25/5- A classic tied to the tough ones- Killer words- Your “Control Grid”- L. I.G.

28. It may be the process, not the person! • Describe a situation when you were the “difficult” customer- Cause- Your reaction- the Resolution- Lesson learned

29. The 5 P’s

30. Numbers to Consider The Dark Side

31. What About the 2%’ers • L • I • G

32. I can control I can’t control Important to me Not important to me

33. The profile of Andy

34. Why Do We/They Behave In A Particular Manner? P P A A C C

35. The Killer Word B U T

36. A Personal Issue • _______ ________ (np)

37. “A”, The First Letter in Effective Customer Service • Adapt • Acknowledge • And • Agree • Answer • Anticipate • Appreciate

38. Action Planning Worksheet I will do what? By when? Action Date Signed_________________________ Date__________

39. Making Customer Service A Way of Life In Financial AidDoing the Right Things, and Doing Them Right Designed Exclusively for the 2011 Spring WASFAA Conference April, 2011 Terry D. Everson Everson Consulting, LLC

40. WASFAA Session 4 • It is the Process as much as the People- Honest, Paul was a nice guy- How’s your playbook/documentation - Processes in your industry - Committing to Continuous Improvement- The Goal QPC resource- Tools and Techniques

41. “Put really dedicated people in a flawed process and the process wins every time.”

42. The story of Paul

43. Documentation in your department

44. Processes in every department • Application • Verification and documentation • Loan Processing • Awarding • Appeals • Audits • Reporting • Customer Service • Information Dissemination

45. M.O.T.

46. What is Your Process? Where do MOT’s occur? Step 5 Follow-up Step 4 Wrap-up ProcessComplete Step 3 Address Step 2 Investigate Step 1Welcome The OREO Cookie

47. How are your “Red Beads”? • Process control is crucial • Change isn’t always good • Documentation and REV control • Watch out for FOTM’s

48. Tools for the Trade • Gantt charts • Fishbone Diagrams • Affinity Diagrams • Pareto Charts • Scatter Diagrams

49. A Great Resource • Goal QPC’s “The Memory Jogger II”

50. 8 Steps in the “Process” • Select a process • Assemble a team • Map out the present application • Define the “Herbie’s” • Brainstorm new ways • Create action steps • Develop a Master Plan • Follow through