7.pdf This presentation captures many uses and the significance of the number...
Dail "0" for Customer Service KYACAC 2012
1. 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
2. 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
45. 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
53. “Great”
Customer Service
1, 2, 3...
Thursday, March 15, 12
54. #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
55. #2 It’s a Two-way Exchange
Assure the Customer (student or parent)
Listen
Be Honest
Ask open-ended questions
Thursday, March 15, 12
56. #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
57. “Exceptional”
Customer Service
is FISHy
Thursday, March 15, 12