great the “swiss-army knife” of student retention customer service: presented by: dave warneking...
TRANSCRIPT
Great
The “Swiss-Army Knife” of Student Retention
Customer Service:
Presented by:Dave Warneking and Peggy DuncanFebruary 15, 2011
Session Agenda
• Presentation ~15 minutes• Group Discussion – Automation• Group Discussion – Prioritizing Service
Overview
• The Welcome• Listening• Parsing the Message• Setting Expectations and Goals• What to Promise• Follow-up and Conclusion
Setting Expectations and Goals
• Support your organization• Handoff• You have control• Give responsibility for following up to the
customer
Follow-up and Conclusion
• You’re already done!• Set calendar reminders• Refine procedures• Communicate internally• Swiss-Army Knife Analogy
Sources
• Presentation Design:https://it.usu.edu/fact/files/uploads/PP_BestPractices.pdf
• Customer Service Fundamentals:School of hard wordsToo many mistakes so we quit counting“I told you so!”Late night thoughts “I should have …”