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Exceptional Customer Service

Exceptional Customer Service. Bitsy Cohn, Developmental Education Coordinator Colorado Community College System bitsy.cohn@cccs.edu. A Training for Student Employees. No, not because you provide cheap labor Yes, because You are the face of our colleges You know what students feel

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Exceptional Customer Service

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  1. Exceptional Customer Service Bitsy Cohn, Developmental Education Coordinator Colorado Community College System bitsy.cohn@cccs.edu A Training for Student Employees

  2. No, not because you provide cheap labor • Yes, because • You are the face of our colleges • You know what students feel and need better than anyone • You are dedicated and energetic and represent our colleges so well Colleges love student workers

  3. Take a minute to write a few bullet points about your job • What division or department do I work for? • Who is my immediate supervisor? • What are three things I know I will be doing on the job? Let’s Chat: What would you say if you could tell your supervisor how you would like to be treated on the job? Activity

  4. Job descriptions • What does my supervisor expect from me on the job? • What tasks do I need to know and how will I learn them? • Expectations • What does an exceptional employee do on THIS job? What will I be evaluated on? • What do I need from my supervisor? • Showing Up • I show my supervisor every day that I am ambitious, a leader and ready to work. Exceptional Employee 101

  5. It’s 2012! What does “Professional Dress” look like? • What does my employer expect? • Can I afford it? • Rule of thong, I mean thumb • Do’s and Don’ts on the job Zumiez Forever 21 Suiting Up

  6. Ripped, shredded or tattered anything Don’t…

  7. Belly or back baring tops Don’t…Really

  8. TMI from VPL Don’t…please

  9. flip flops • snow boots • billion inch stilettos Don’t…ok?

  10. Too much perfume or cologne Don’t…Ugh

  11. Noisy accessories Don’t…Argh

  12. Short shorts or mini skirts Don’t…here

  13. Sag Don’t…even

  14. Clean, unwrinkled • Projects a professional image • Business casual – Google it • When in doubt – ask! Do…

  15. Answering Customer Questions • Communicating accurate information • Solving problems BEFORE they happen • Protecting me and the institution from liability • Defining my job responsibilities and who is accountable I Policy

  16. What are the top ten questions my customers ask? • Where do I find the answers to those questions? • Who can help me if I don’t know the answer to a question? • What do I need to do to remember this information? Identifying and using resources

  17. What do I want to be when I grow up? • ANY JOB can lead to bigger and better things! • Resume and Skill building – the payoff • Making connections Networking and Leadership

  18. Questions?

  19.  Listen What do you need?  Reflect Here’s what I heard you say  Acknowledge I can help with that  Act Here’s how I’ll help Strategies

  20. One two three, don’t yell at me! It might be AT you but it’s not ABOUT you • Stay or walk away? Know your limits • Find the fear and the rest will follow Oh NO You Didn’t!

  21. Admit it, once you didn’t know the answer either. • Make believe it’s the first time you’ve heard it. • Teach, don’t do. • Can I help my department be more efficient? The 1,000,000th Question

  22. What you THINK and what you SAY can be two different things Top Ten Customer Service Responses

  23. Ten That must be very frustrating. How can I help you? • Nine I CAN tell you… • Eight Thank you for bringing that to my attention. It’s not about me, right?

  24. Seven I’d be happy to direct you to the people who can help you with that. • Six That’s a good question. Let me find out the answer for you. • Five If you run into any problems, please come back to me and I will help. Can’t I just yell a little?

  25. Four The system can be very confusing. Let me do it with you to see if we can solve the problem. • Three I CAN… • Two We seem to have a misunderstanding. But I’M right!

  26. One I apologize I love my job, I love my job…

  27. What are my priorities…today? • School • Family • Social Life • Work • Don’t make excuses - Tell the truth • Ask for help Work Life Balance

  28. Roadies • Show up for work…sort of • Do the job…grudgingly • Watch the rock stars achieve… resentfully • Rock Stars • Run the show • Make more money • Are worshipped by many Rock Star or Roadie?

  29. Questions?

  30. Contact Me bitsy.cohn@cccs.edu(720)858-2883

  31. Handout – Top Ten Responses • Glamour magazine’s Do’s and Don'ts on the job Resources

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