Presented at the TASPA 2011 Fall Support Staff Conference.

1. The Front-Line of
Customer Service
2011 Fall Support Conference

2. The Front-Line of
Customer Service

3. Brad Domitrovich
Georgetown Independent School District
Director of School and Community Relations
Texas School Public Relations Association
Past President 2008-2009

4. How Can I Help You?

5. What is
customer service?

6. What is customer service?
Customer service is a
series of activities
designed to enhance
the level of
customer satisfaction.

7. What is customer service?
- and it’s also -
the feeling that
a product or service
has met
the customers
expectation.

8. What is
communication?

9. Communication is a process by which
information is transmitted from
one person to another
and it elicits a response.

10. Why communication matters!
★ Good communication is a skill needed
to be successful in whatever we do.
★ Good communication is paramount
especially in a crisis situation.
★ Customer service is all about good
communication skills.

11. Try to think of a job that
doesn’t include communication
and customer service?

12. Customer Service
RELATIONSHIPS
Communications

13. Who are our customers?
★Students
★Parents
★Community
★Employees

14. Fundamental needs
of a customer ...
★To feel welcome.
★To be understood.
★To obtain assistance.
★To be valued.

15. Five Rules for
Great Customer Service
1. Keep customers the priority.
2. Over-deliver when possible.
3. Offer choices.
4. Be access-approachable.
5. Use logic not emotion.

16. In a recent survey,
92% of the people who had
a positive experience visiting a school
for the first time
remembered what two things?

17. The person ...

18. and
their
smile!

19. In a recent survey,
what three things did people say made them
feel un-welcome when they telephoned
a school for the first time?

20. #1
They did
not know
who
they were
talking to.

21. #2
They felt like
they were
imposing
on the person
answering the
phone.

22. #3
They felt like the person
did not listen to them entirely.

23. Communication Skills

24. Communicating effectively
with others includes …
★ Speaking
★ Listening
★ Body Language

25. Speaking
One-on-One
★ Eye contact and body language
★ Both are equally critical
Telephone
★ Remember the five customer service rules
★ Identify, Take Time, Listen

26. Listening
Listening is the key to great communication.
★ The best communicators are listeners.
Stop what your doing
★ This includes typing and texting.
Make eye contact
★ It’s OK to take notes but …
Muzzle your internal debater
★ Stay calm and quiet.

27. Body Language
★Eye contact
★Body posture
★Facial expressions

28. What is a positive attitude?
★ Attitude is the way you communicate
your mood to others.
★ When you are optimistic, you transmit a
positive attitude and people respond to
you favorably.
★ When you are pessimistic, your attitude
is negative and people tend to avoid you.

29. Attitude and Career Success
★ In the work environment, it is your attitude
that makes the difference.
★ Building and maintaining healthy
relationships with superiors and co-workers
is the key to success.
★ Nothing contributes more to organizational
success than a positive attitude.

30. Your attitude and work?
★Take the time to do a personal survey:
• Would you hire you?
• Would you like to work for you?

31. Just how happy are we?
★ In a recent survey ...
• 80% of the people said that they
“woke up happy”.
• 79% of the people said that they
considered themselves “an optimist”.

32. Major sources of happiness ...
1.Relationship with children.
2.Friends/friendship.
3.Helping others.
4.Relationship with spouse/significant other.
5.Job/employment.

33. Some ways to get happy!
★ Throw out non-essential numbers
(like age, weight, and height).
★ Surround yourself with happy friends.
★ Never stop learning.
★ Enjoy the simple things.

34. What about attitude?
★ You, and only you, are in charge of
your attitude.
★ Attitude is your choice to make.
★ Your attitude will determine what
you get or won’t get out of life!

35. ATTITUDE
A=1
T = 20
T = 20
I=9
T = 20 ATTITUDE = 100%
U = 21
D=4
E=5

36. Let’s review a few things ...

37. Customer Service
RELATIONSHIPS
Communications

38. Fundamental needs
of a customer ...
★To feel welcome.
★To be understood.
★To obtain assistance.
★To be valued.

39. Five Rules for
Great Customer Service
1. Keep customers the priority.
2. Over-deliver when possible.
3. Offer choices.
4. Be access-approachable.
5. Use logic not emotion.

40. Questions/Comments

41. Brad Domitrovich
Georgetown Independent School District
Director of School and Community Relations
DomitrovichB@GeorgetownISD.org
(512) 943-1890
www.SlideShare.net/BradDomitrovich