Presented at the 2013 TASB Summer Leadership Institute in San Antonio and Fort Worth.

1. THE MAGIC OF
CUSTOMER
SERVICE
TASB Summer Leadership Institute
June 2013 ✪ San Antonio/Fort Worth

2. Brad
Domitrovich

3. If you would like to
view this presentation
at a later date,
please visit:
www.SlideShare.net/
BradDomitrovich

4. Who are your
district’s customers?

5. Who are your
district’s customers?
Employees
Parents
Students
Board
Members
Taxpayers
Business
Leaders
Media

6. Which customer is “King”?

7. EVERY customer is “King”!

8. What makes
customer
service so
magical?

10. What is
Customer
Service?

11. Customer service is a
series of activities designed
to enhance the level
of customer satisfaction.

12. Customer service is
the feeling that a product
or service has met the
customer’s expectations.

13. Customer service is
the connection you make
with all your customers.

14. In a recent PR survey ...
“What 2 things did people
remember most when
they visited a school?”

15. The person ...

16. ... and their smile!

17. The person ...

18. ... and their no smile!

19. A customer service story.

20. A customer service story.

21. A customer service story.

22. A customer service story.

23. A customer service story.

24. A customer service story.

25. A customer service story.

26. A customer service story.

27. A customer service story.

28. Five Positive Thoughts for
Customer Service

29. You only get one chance
to make a first impression.
1

30. Make sure people feel better
after they have talked to you.
2

31. Three words to avoid when dealing
with the public “that’s our policy”.
3

32. Communication is not
what you say, but how people
interpret what you say.
4

33. Always be a part of the solution
and never a part of the problem.
5

34. Five Rules for Great
Customer Service

35. Keep customers
the priority.
1

36. Over-deliver
whenever possible.
2

37. Offer choices.
3

38. Be access-approachable.
4

39. Use logic
and not emotion.
5

40. What is a
difficult
person?

41. What is a difficult person?
• Someone who has a bad
attitude.
• Someone who is never
wrong.
• Someone who doesn’t
listen.
• Someone who acts very
childish.

42. What is a difficult person?
• Someone who attempts to
intimidate or manipulate
other people.
• Someone who does not
share your point of view
or your organization’s
point of view.

43. FIVE TIPS FOR DEALING WITH
DIFFICULT PEOPLE

44. Assist them
quickly and efficiently.
1

45. Smile.
2

46. Listen
without interrupting.
3

47. Never take
a complaint personally.
4

48. Offer and request
respect.
5

49. Five Closing Thoughts on
Customer Service

50. Listen more than you speak.
1

51. Words like “Please”, “Sorry”, and
“Thank you” should be a part
of everyone’s vocabulary.
2

52. Never keep people hanging
or make a promise you can’t keep.
3

53. Be the best ambassador and
advocate possible for your district.
4

54. The best way to ensure your district
treats customers graciously is to set
a good example yourself.
5

56. If you would like to
view this presentation
at a later date,
please visit:
www.SlideShare.net/
BradDomitrovich

57. THE MAGIC OF
CUSTOMER
SERVICE
TASB Summer Leadership Institute
June 2013 ✪ San Antonio/Fort Worth