1. Dial “0” for
Customer Service
PACAC
Trent Gilbert, CXO, Chief eXperience Officer
Tuesday, June 26, 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
Tuesday, June 26, 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
Tuesday, June 26, 12
53. “Great”
Customer Service
1, 2, 3...
Tuesday, June 26, 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
Tuesday, June 26, 12
55. #2 It’s a Two-way Exchange
Assure the Customer (student or parent)
Listen
Be Honest
Ask open-ended questions
Tuesday, June 26, 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)
Tuesday, June 26, 12
57. “Exceptional”
Customer Service
is FISHy
Tuesday, June 26, 12