Create the Future

Customer Serviceand

Communication

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Who We Are

Kyle Rubin, Admissions

Marie Ryding, Financial Aid

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Corporate Role Models

Expectations

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Perception = Reality

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Messages We Send

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Messages We Send

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Messages We Send

Messages We Send

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Create the Future

Messages We Send

Messages We Send

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Create the Future

Messages We Send

Create the Future

Messages We Send

Create the Future

Messages We Send

Create the Future

Messages We Send

Create the Future

Messages We Send

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First Impressions Scenario

First Impressions

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• Remember, within the first three seconds of a new encounter, you are evaluated• While you’ve repeated yourself a million times, it’s the first time your customer has heard the response • Be aware of localisms• Actions speak louder than words• What are you wearing?

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Appropriate Conversations Scenario

Appropriate Conversations

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• People’s hearing is better than we remember• Comfort levels vary • Adjust to your audience• Keep personal matters to a minimum

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Phone Etiquette Scenario

Phone Etiquette

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• Answer promptly (before the third ring if possible).

• Before picking up the receiver, discontinue any other conversation or activity such as eating, chewing gum, typing, etc that can be heard by the calling party.

• Speak clearly and distinctly in a pleasant tone of voice.

• Use hold button when leaving the line so that the caller does not accidentally hear conversations being held nearby.

Source: Fullterton.edu

Phone Etiquette

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• When transferring a call, be sure to explain to the caller that you are doing so and where you are transferring them. • If the caller has reached the wrong department, be courteous. Sometimes they have been transferred all over campus with a similar question.

Source: Fullterton.edu

• If you have caller ID, don’t use it to surprise the caller.

• If the caller is in a bad mood or rude, you always remain calm. Provide all the help you can and never respond to verbal attacks.

Service Recovery

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• Stay calm• Listen• Know when to call in for “back-up”• Don’t “drop” to their level• Be honest but positive• Be aware of “promises”

General Rules To Live By

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• ALWAYS be helpful, courteous, and knowledgeable

• Take the extra step (give them the pickle)

• Treat people with courtesy and respect

• Each customer is unique

• Teamwork is vital

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Questions?