ALWAYS REMEMBER, THE STUDENTS ARE THE REASON WE HAVE A JOB
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COMMITMENT
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COURTESY COUNTS Say Please, Thank You and Youre Welcome Say
Excuse Me and Im Sorry Use a Persons Name When You Know It Use Yes
Rather Than Yeah Say it with a Smile
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DOING THE RIGHT THING: ETHICAL ISSUES Always Be Honest Always
Be Truthful About Your Services and Policies Do the Right Thing Do
What You Say You Will When You Say You Will Stay Accountable for
Your Actions
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BUSINESS NOT AS USUAL Be helpful and enthusiastic Keep your
facial expression friendly Say it with a smile Do everything with
integrity Never give a student/parent a reason to lose trust in us.
Attitude is everything- make sure your is positive.
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COMMUNICATION
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SAYING WHAT YOU MEAN AND MEANING WHAT YOU SAY Choose the Right
Words Make Sure Your Tone Fits the Message You Are Sending Add
Welcome Words to Your Vocabulary Keep Business Conversation
Professional
Slide 9
WHAT YOU DONT SAY: NONVERBAL COMMUNICATION Remember that
actions Speak Louder Than Words Smile Often Make Eye Contact
Maintain a Relaxed, Open Demeanor Keep Your Energy Level
Steady
Slide 10
STRING EXERCISE
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PUTTING WORDS TOGETHER: GRAMMAR USAGE Reflect the District
Personality Speak Clearly Use Everyday Language Avoid Using Slang,
Jargon, Company Terms, and Technical Language
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ASKING THE CORRECT QUESTIONS AND ANSWERING THE QUESTIONS
CORRECTLY Ask Closed Questions to Control the Conversation Before
Answering a Question, Make Sure You Understand It Try to Give More
Than a One-Word Answer
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WHEN A PARENT/STUDENTS HAS A CONCERNS Listen to the
Concern/Objection Acknowledge the Objection Follow Up With A
Question Consider the Response
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LISTENING ACTIVELY Focus Entirely Listen Completely Handle
Interruptions Professionally Remain Objective; Do not Judge Listen
for What Is Not Said
Slide 15
KEY POINTS Actions always speak louder than words Honesty is
always the best policy. To the students/parents you are the
District Represent the District well by Communicating effectively
Never do anything to cause a student/parent to lose trust in
you.
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CREATIVITY
Slide 17
Before we jump in with both feet and learn how to build and
maintain positive relationships, we need to take a step back and
identify the answers to the important questions. Who are your
customers? What do they expect from you? How do the products and
services enhance their lives?
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BUILDING AND MAINTAINING POSITIVE AND STRONG RELATIONSHIPS 1)
Establishing Rapport 2) Interacting Positively with Customers 3)
Identifying Customers Needs 4) Making the Customer Feel Valued 5)
Maintaining Ongoing Relationships 6) Different Strokes: Handling
Different Types of Situations
Slide 19
ESTABLISHING RAPPORT Be Considerate Be Trustful Find Common
Ground
Slide 20
INTERACTING POSITIVELY Be Helpful Be Committed Be a Problem
Solver Be Credible Believe in Your Products
VALUING THE CUSTOMER Go Out of Your Way Validate Decisions
Instill Positive Feelings
Slide 23
MAINTAIN ONGOING RELATIONSHIPS Remember the Customer Learn
Names Remember Something About Them Learn Preferences
Slide 24
HANDLING DIFFERENT TYPES The Pushy- Remain Calm The Timid- Be
Patient The Overly Friendly, Flirty- Be Professional The Culturally
Different- Be Tolerant People with Disabilities- Be Respectful
Slide 25
SEEING EYE TO EYE Face-to-Face Contacts
Slide 26
Think about some places you went to recently. What was your
first impression? Did you notice that some of them seemed to invite
you inside with warmth, while other felt so chilly you could not
wait to leave?
Slide 27
Think about the image your office presents. Mentally walk
through your office from a visitors viewpoint. Start by walking
through the same door that visitors would use.
Slide 28
Try to create a focal point when visitors enter your office.
Create something that is memorable. Decorate your office in a style
that suits the image you are trying to project. Pay close attention
to cleanliness and organization, Think about the total package you
present: courtesy, attitude, appearance, manner of speaking, body
language, listening skills, interest, and ability to build strong
relationships
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SAYING IT WITH A SMILE: Telephone Contacts
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KEY POINTS 1. Putting Your Best Ear Forward 2. Saying Hello:
The Opener 3. Between Hello and Goodbye: Helping 4. Saying Goodbye:
The Closer
Slide 31
PUTTING YOUR BEST EAR FORWARD Listen to opening statement Write
down key points Listen without interrupting Give your full
attention
Slide 32
SAYING HELLO- THE OPENER Answer on the first ring Give the
districts name, your name, and an opening statement or question
Assure the caller you can help Work on relationship building from
the beginning of the contact.
Slide 33
BETWEEN HELLO AND GOODBYE Summarize the opening statement
Verbalize what you are doing Put your personal touch into the
contact Before a lengthy pause, tell what is happening When putting
on hold, explain why
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SAYING GOODBYE- THE CLOSER Recap what you are going to do Gain
acceptance Ask if you can help with anything else Give your name
again Thank the caller
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CONSISTENCY
Slide 36
FIVE STEP PROCESS 1. What is going on: Determine the Reason for
the Problem 2. What caused the problem: Identify the Root Cause 3.
What can I do: Rectify the Situation 4. What can I say: Restore the
Relationship 5. What needs to be done: Fix What Needs to Be
Fixed
Slide 37
DETERMINE THE PROBLEM Apologize Restate the Customers Opening
Statement Listen Carefully Write Down Key Details Display Empathy
Remain Composed
Slide 38
Remember: In most cases, the difficult customer is not angry
with you personally. Even if the customer refers to the district as
you, and you know you were not personally the cause of the problem,
remember that the customer sees you as the district. Focus solely
on solving the problem to keep from becoming defensive.
Slide 39
IDENTIFY THE ROOT CAUSE Investigate the Situation Determine if
the Parent/Customer Has a Valid Complaint Apologize Again if
Necessary Explain What Happen
Slide 40
A VALID COMPLAINT Is this a one-time complaint, or is the
customer a chronic complainer? What is your previous relationship
with the customers? Does the customer do enough business with you
to make the aggravation worthwhile? Is this person a new customer
you want to keep?
Slide 41
RECTIFY THE SITUATION Tell the parent/customer what you are
going to do solve the problem. Focus on what you can do Offer your
best solution Never assign blame Show compassion Offer an
alternative solution
Slide 42
Taking the time to adequately explain your solutions will help
you communicate more effectively. Tell what you can do and also
explain why that is the best solution.
Slide 43
RESTORE THE RELATIONSHIP Thank the customer for allowing you
the opportunity to make things right Tell what you will do to avoid
future problems Offer some sort of comprehension or restitution
Make a follow-up call or visit
Slide 44
FIX WHAT NEEDS TO BE FIXED Analyze what went wrong Review your
policies and procedures Change to make things better
Slide 45
When Someone Complains, Look at It as an Opportunity to
Improve
Slide 46
COMPLETENESS The Total Package
Slide 47
Take Responsibility for Your Actions Become the Person You Want
to Be Set Goals for Yourself Keep Looking Forward Measure Your Own
Level of Performance Keep Striving Be a Good Listener Enjoy Each
Day
Slide 48
THE ESSENCE OF SERVICE IS HAVING HEART! Honesty: Tell the
truth. Do the right thing. Be trustworthy. Empathy: Put yourself in
the other persons shoes. Listen. Care. Appreciation: Look for the
good in people. Express gratitude. Respect: Show care, concern, and
consideration. Tolerance: Rather than judge others, accept their
differences.