1. Customer Service
IS the Marketing
23rd Annual ACT Ohio Staff Development Workshop
Jeff Kallay, VP Consulting
2. Managing Expectations
Brand Analogy
Is Customer Service Dead?
An “Obituary” for Customer Service
1-2-3’s of Customer Service Basics
The Customer Experience
Something Smells Fishy
Simple Truth of Service
30. #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
31. #2 It’s a two-way exchange
Assure the customer
Listen
Be honest
Ask open ended questions
32. #3 Time is valuable
Control the situation
Explain if you need more time
Ensure customer satisfaction
Always thank your customer (for their time)
38. Web and In Person
- 84% use the web most heavily in
researching colleges
- 71% say the campus visit is the
most trusted source of information
Eduventures 2007 Survey of 7,867 High school junior and seniors.
Reported in The Chronicle of Higher Education “Prospective Students Rely on Campus Visits and Web Sites to Learn About Colleges, Report Says”
41. Rendering a Customer
Experience
Eliminate negative cues
Making memories
Engage all the senses
Tell stories
Customization (we all want what we want)
Engage emotions
42. Play Your Role
Accept Demanding and Savvy Consumers
“They Want What They Want When They Want It”
Stop and Say “Hello” and “Welcome”
Remember requests to meet with faculty and staff or
sit in class are norm not the exception
49. Want More? Read Our Blogs:
TargetX Blog at www.targetx.com/ithink/
50. Free on Friday Webcasts
Free On Friday Webcasts Watch Past Webcasts
51. Download Session PDF
#1 Go to www.targetx.com
click iThink Blog
click Slide Presentations
#2 Go to www.slideshare.net/targetx
#3 kallay@targetx.com
52. Customer Service
IS the Marketing
23rd Annual ACT Ohio Staff Development Workshop
Jeff Kallay, VP Consulting