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Dial “0” for
    Customer Service
                                  KY ACAC
          Jeff Kallay, VP Consulting, a.k.a. “Apostle of Authenticity”
                  Trent Gilbert, CXO, Chief eXperience Officer



Thursday, March 15, 12
Managing Expectations
                       The Admissions Perfect Storm
                      Talking About Customer Service
                  Eight Steps to “Good” Customer Service
                     “Great” Customer Service 1, 2, 3...
                  “Exceptional” Customer Service is FISHy
                               Keep Learning
                                 Discussion

Thursday, March 15, 12
The Admissions
             Perfect Storm


Thursday, March 15, 12
Thursday, March 15, 12
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Thursday, March 15, 12
Party Scene?
              Security?
    How Much?
Thursday, March 15, 12
LOAN
                  is a Four
                Letter Word
Thursday, March 15, 12
Talking About
          Customer Service

Thursday, March 15, 12
5000
                Marketing Messages Consumers are Assaulted with per day
                                     Consumers 18-65 years old, Ad Age 2010




Thursday, March 15, 12
64%
                         Believe Advertising is “Dishonest” or “Unrealistic”
                                           Consumers 18-65 years old, Ad Age 2010




Thursday, March 15, 12
90%
                         Trust Word-of-Mouth vs. Traditional Advertising
                                          Consumers 18-65 years old, Ad Age 2010




Thursday, March 15, 12
March 13, 2008
Thursday, March 15, 12
Thursday, March 15, 12
We’re Replacing Service
                    With Do It Yourself


Thursday, March 15, 12
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Thursday, March 15, 12
What Have We Removed?




Thursday, March 15, 12
Humanity (and civility)




Thursday, March 15, 12
Is Customer Service Dead?
                 Or have our expectations
                  exceeded the realm of
                     common sense?
Thursday, March 15, 12
The emphasis has been put
        on cheap products and
      services both by companies
         and customers alike.
Thursday, March 15, 12
Just as companies
          (and colleges) tend to be
         bottom-line oriented, so too
           are today’s consumers.
Thursday, March 15, 12
We are increasingly hoping to
     save time and money, while
    squeezing maximum benefit
      from the most minimal of
             purchases.
Thursday, March 15, 12
But an educational
                             experience
                         isn’t transactional.
                              It’s more!
Thursday, March 15, 12
It’s anchored around human
     interaction and connections.


Thursday, March 15, 12
Tell us about your
    customer service
    experiences with
     these brands...
Thursday, March 15, 12
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Thursday, March 15, 12
Eight Steps to
             “Good”
        Customer Service

Thursday, March 15, 12
Customer Service #1

         Answer the
           Phone
Thursday, March 15, 12
Thursday, March 15, 12
Eight Phone Tips
                        1. Answer by 3rd ring
                    2. Be warm and enthusiastic
                   3. Identify self and department
                   4. Voice and diction, enunciate
                      5. Control your language
                  6. Train your voice to be positive
                7. Take clear and concise messages
             8. Return calls in one business day or less
Thursday, March 15, 12
Customer Service #2

                          Manage
    Expectations
Thursday, March 15, 12
Customer Service #3

             Listen to
            Customers      (Prospective Families)
Thursday, March 15, 12
Customer Service #4

         Deal with
        Complaints
Thursday, March 15, 12
Customer Service #5

             Be Helpful
            (Even if it doesn’t profit or benefit)

Thursday, March 15, 12
Customer Service #6

     Train to Be:
    Helpful, Courteous and Knowledgeable

Thursday, March 15, 12
Customer Service #7

                 Take the
                Extra Step
Thursday, March 15, 12
Customer Service #8

               Do
            Something
              Extra
Thursday, March 15, 12
“Great”
        Customer Service
            1, 2, 3...

Thursday, March 15, 12
#1 Wipe the Slate Clean
                              Be personal - Be human
                         Don’t let bad experiences carry over
                            Access customer information
                          Know your customer expectations
                                Utilize your expertise
                            Provide immediate attention
Thursday, March 15, 12
#2 It’s a Two-way Exchange
                         Assure the Customer (student or parent)
                                          Listen
                                        Be Honest
                                Ask open-ended questions


Thursday, March 15, 12
#3 Time is valuable
                          Control the situation
                     Explain if you need more time
                       Ensure customer satisfaction
               Always thank your customer (for their time)


Thursday, March 15, 12
“Exceptional”
        Customer Service
            is FISHy
Thursday, March 15, 12
Something Smells Fishy




                         Charthouse / Fish! Philosophy
Thursday, March 15, 12
Pike Place Fish Market




                            Seattle Pike Place Fish Market - Tossing Fish
Thursday, March 15, 12
Fish! Philosophy
                                   Play
                             Make their day
               Be There (or Be Present - give full attention)
                          Choose your attitude


Thursday, March 15, 12
Johnny the Bagger
Thursday, March 15, 12
“People won’t remember
             what you say or do, but
           they will always remember
           how you made them feel.”
Thursday, March 15, 12
Thursday, March 15, 12
Thursday, March 15, 12
Thursday, March 15, 12
Thursday, March 15, 12
Thursday, March 15, 12
Thursday, March 15, 12
Dial “0” for
    Customer Service
                          targetx.com/slideshare
                          Jeff Kallay kallay@targetx.com
                         Trent Gilbert gilbert@targetx.com



Thursday, March 15, 12

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Dail "0" for Customer Service KYACAC 2012