service that shines

8/4/2019 Service That Shines

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Service That Shines!Customer Service Training

Secretaries Conference

Park City, Utah

October 6, 2011


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Importance of this

training?


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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;


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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!


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The mission of public

education has changed.The oldgoodis no

longer acceptable.


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We have an opportunity to

reshape the image ofpublic schools.


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96% of customers dont

complain, they just gosomewhere else!


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GoodCustomer Service


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PoorCustomer Service


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Who are yourcustomers?


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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


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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.


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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


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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.


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Phone Etiquette


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Phone Etiquette

1. Be ready to

answer the phone

2. Greeting

3. Conversation

4. Using the hold button


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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.


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Face-to-Face


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Face-to-Face

1. Dress

2. Work area

3. First impression

4. Attitude

5. Eye contact

6. Work hours

7. Politeness

8. Approachable


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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.


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Public Relations


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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.


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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.


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Social Media


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Presented by Melinda Colton

Ph: (801) 816-1701E-mail: [email protected]

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