chapter 5 preparation programs for customer service

Chapter 5

Preparation Programs for Customer Service

“I Want Breakfast”

• Video- Falling Down, starring Michael Douglas• How does it tie to campus or

district? http://www.youtube.com/watch?v=-eREiQhBDIk&feature=youtube_gdata_player

• Share

• Preparation programs for school personnel do not include training to think of the people we serve in our schools as our customers.

Reflection

“If we want our school employees to practice good customer service, we must train them.” React to this statement concerning customer service.

Reflection

Do you have the courage to tackle poor service within your school or district?

Do you have a choice?

The 5 Cs• The 5 Cs make up the profile of great customer

services.– Commitment- first a state of mind- to have the desire

to serve – Competence - knowledge of the organization– Cheerful - confidence and a can-do attitude– Creativity - finding better ways to serve to meet the

exact needs of customers– Caring - Making customers realize you care about their

time, problems, and their desires. Find ways to deliver even when difficult. Show concern for them as individuals.

• Video: Johnny the Bagger: A True Story of Customer Service

• http://www.youtube.com/watch?v=L8F0EZP8a58&feature=em-share_video_user

• Discuss and share

Reflection

• In your groups discuss three areas in which you need to begin your training with your staff. Use the index card to record your responses.

• Share

• The good news is that it’s all teachable! And we are all in the teaching business.