service that shines
Post on 07-Apr-2018
228 Views
Preview:
TRANSCRIPT
-
8/4/2019 Service That Shines
1/39
Service That Shines!Customer Service Training
Secretaries Conference
Park City, Utah
October 6, 2011
-
8/4/2019 Service That Shines
2/39
Importance of this
training?
-
8/4/2019 Service That Shines
3/39
The Superintendent leaps tall buildings in a singlebound, is more powerful than a locomotive, is faster
than a speeding bullet, walks on water, gives policyto THE CHIEF;
The Assistant Superintendent leaps short buildings
in a single bound, is more powerful than a switchengine, is just as fast as a speeding bullet, walks onwater if the sea is calm, talks with THE CHIEF;
The School Principal barely clears a Quonset hut,loses a tug of war with a switch engine, can fire aspeeding bullet, swims well, is occasionallyaddressed by THE CHIEF;
-
8/4/2019 Service That Shines
4/39
The New Teacher runs into buildings, recognizes
locomotives two out of three times, is not issued liveammunition, can stay afloat with a life jacket, talks towalls;
The Student falls over doorsteps when trying toenter buildings, says, look at the choo-choo, canonly handle a water pistol, plays in mud puddles,mutters to himself;
The Secretary lifts buildings and walks under them,takes locomotives off the track, catches speedingbullets in her teeth and eats them, freezes water witha single glance. She is THE CHIEF!
-
8/4/2019 Service That Shines
5/39
-
8/4/2019 Service That Shines
6/39
-
8/4/2019 Service That Shines
7/39
The mission of public
education has changed.The oldgoodis no
longer acceptable.
-
8/4/2019 Service That Shines
8/39
We have an opportunity to
reshape the image ofpublic schools.
-
8/4/2019 Service That Shines
9/39
96% of customers dont
complain, they just gosomewhere else!
-
8/4/2019 Service That Shines
10/39
GoodCustomer Service
-
8/4/2019 Service That Shines
11/39
PoorCustomer Service
-
8/4/2019 Service That Shines
12/39
-
8/4/2019 Service That Shines
13/39
Who are yourcustomers?
-
8/4/2019 Service That Shines
14/39
Who do you know who works at the schooland/or the District?
1. School secretary2. Custodian
3. Food service worker/bus driver
4. Nurse
5. Teacher
6. Principal
7. Superintendent8. School board member
Source: National School Public Relations Association
-
8/4/2019 Service That Shines
15/39
Customer relations is a critical
element in public education.
You are the person with whom
the public most comes in contact. The publics opinion of yourschool or department candepend on your competence,
courtesy, and warmth.
-
8/4/2019 Service That Shines
16/39
-
8/4/2019 Service That Shines
17/39
You are one of your districtsmost important image makers.
To have a good image, you musthave a welcoming climate. Your top priority is to build public
support and trust for your school
and for your school/district.
You are an Image Maker
-
8/4/2019 Service That Shines
18/39
Service people are themost important ones in
the organization.Without them there is noproduct, no sales, and noprofit. Indeed, they are
the product.
Support Staff Offer Just ThatSupport!
J.W. Marriott Jr.
-
8/4/2019 Service That Shines
19/39
-
8/4/2019 Service That Shines
20/39
-
8/4/2019 Service That Shines
21/39
-
8/4/2019 Service That Shines
22/39
-
8/4/2019 Service That Shines
23/39
-
8/4/2019 Service That Shines
24/39
Phone Etiquette
-
8/4/2019 Service That Shines
25/39
-
8/4/2019 Service That Shines
26/39
Phone Etiquette
1. Be ready to
answer the phone
2. Greeting
3. Conversation
4. Using the hold button
-
8/4/2019 Service That Shines
27/39
-
8/4/2019 Service That Shines
28/39
-
8/4/2019 Service That Shines
29/39
Handling Difficult Customers
1. Empathize
2. Focus on what can and
cant be done.
3. Dont become angry
(never give in to customers emotions).
4. Be firm.
5. End the call when profanity continues.
-
8/4/2019 Service That Shines
30/39
Face-to-Face
-
8/4/2019 Service That Shines
31/39
-
8/4/2019 Service That Shines
32/39
Face-to-Face
1. Dress
2. Work area
3. First impression
4. Attitude
5. Eye contact
6. Work hours
7. Politeness
8. Approachable
-
8/4/2019 Service That Shines
33/39
-
8/4/2019 Service That Shines
34/39
The Office Climate
Staff should feel welcome and comfortable.
Teachers need to feel you are there to serve them, a
partner in their roles as educators.
Parents should view your office as a place of support. Community members need to see the school as a place of
integrity and service.
Administrators need to know offices are efficiently run and
contribute significantly to the well-being of students andstaff.
-
8/4/2019 Service That Shines
35/39
Public Relations
-
8/4/2019 Service That Shines
36/39
Public Relations
1. Have a consistent message.
2. You are the message 24-7.
3. Keep confidences.
4. Make people feel welcome.
5. Return phone calls in a timely manner.
6. Create a professional environment.
7. Be flexible.
-
8/4/2019 Service That Shines
37/39
Public Relations (continued)
8. Avoid getting involved in gossip.
9. Leave personal problems at the door.
10. Show empathy.
11. Watch for trends developing.
12. Keep visiting to a minimum.
13. Be willing to change.
-
8/4/2019 Service That Shines
38/39
Social Media
-
8/4/2019 Service That Shines
39/39
Presented by Melinda Colton
Ph: (801) 816-1701E-mail: melindacolton@comcast.net
top related