dealing with: &. heard it all before put it to use dig deep be an inspiration
TRANSCRIPT
Dealing with:
&
Customer Service
Same ol’ Song and Dance
•Heard it all before•Put it to use•Dig Deep
•Be an Inspiration
Our Students…Our Customers…
Student Needs a Loan for : “Semester
Expensives”
Reason for Request:
“Need more fun”
Appeal response:
“I have met all stimulations
for the previous
semester…”
“I had brock my leg & pulled a musale and I was in and out of the dr getting exrays and also I was on medicashion that gave me a hard time paying attion…”
“The reason:-Classes were
hard-hard to
concentrate-couldn’t pay
attention”
Piece of Cake• The thank you file• The sweets & treats we’ve received from students• The introduction to the students family• The graduation invitation• The simple smile and thank you
Don’t forget who we are working for
- Who is your Student?
- “Wants” are the same but “Needs” are different
- Can we help them?
“Lived off the land by picking
up cans, and the kindness of strangers”
“ I stay with friends and pay no rent, I receive
SNAP benefits. I panhandle. Panhandling
is embarrassing and illegal. I do not engage in this activity often. ”
Moment of Truth• Opinions formed in 7
seconds • 11 impressions determine–Like Us, Dislike Us or Indifferent
Largely determines the satisfaction of their
experience.
Factors1- Hygiene2- Approachable (engaging)3- Credible4- Knowledgeable5- Responsive6- Friendly
7- Helpful8- Understanding9- Courteous10- Confident11- Professional
Linda Linda listen - YouTube
Don’t just hear, LISTEN!
• Listen, Listen, Listen•Words• Tone of Voice• Body Language• Feelings
Importance• Be sincere• Use names• Compliment—find a way!• Build trust• Appreciate them
Be Polite• Say Hello• Small Talk• The Magic Words• Praise/Congratulate• Be punctual• Respect
Help Them Understand
• Financial Aid is not for the weak• (DATTD) Don’t Acronym Them To
Death! • Let them know we aren’t always the
bad guy– Federal Regulations, State Statutes, Institutional Policies
100th Time Saying it – 1st Time Hearing it
The Power of YES !• Look for ways to help• Be true to your word• Don’t procrastinate
No• Avoid a simple
No• Remain
hopeful, yet realistic• Offer
alternatives
Diffusing a Difficult Situation
•Remove the audience• Stop talking•Reiterate • Validate • Kill them
Diffusing a Difficult •Don’t take complaints personally• Choose your words• Change your tone & volume• End on a positive note• Know when enough is enough
The Challenge
Activity