Delivering Exceptional Customer Service SA Program (2).ppt

7/27/2019 Delivering Exceptional Customer Service SA Program (2).ppt

1/15


2/15

WELCOME TO CSNWe are excited to have you on our team and want you to be proud

to serve the students and faculty here by providing:

- GOOD ???

- GREAT ???

- EXCELLENT ???

- EXCEPTIONALthats it

Customer Service


3/15

CUSTOMER CONTACT IS A MOMENT OF TRUTH

When customers first meet us they immediately form opinions about us and ourorganization. Those impressions include things about character, efficiency, and

friendliness. They will decide in 7 seconds from 11impressions whether they

Like You

Dislike You

Indifferent

that will largely determine the satisfaction of theirexperience (and yours)


4/15

1- Cleanliness

2- Warmth

(engaging)

3- Credible

4- Knowledgeable

5- Responsive

6- Friendly

7- Helpful

8- Understanding

9- Courteous

10- Confident

11- Professional

7-11 QUIZ


5/15

PROFESSIONALISM Positive Attitude

Attentive listen and care (make them know they matter)o

Give accurate information, dont be afraid to say I dont know, but I willfind outFriendly approach watch for non-verbal and body language signsEye contact (best response in 2 seconds)Learning to say no with tact and courtesy and confidenceo Stay positive

Attention to detailo

Go the extra mileo Use names whenever possible

Work EthicsPunctualityTime ManagementManage multi-tasking

Follow the chain of command


6/15

PROFESSIONALISM CONTINUED

Etiquette

Telephone

Greeting

Holds

Transfers

Workspace

Clean from clutter

Organized (know where to find things and put them back in their place)

No food, drinks in covered containers

Socializing limited to break times (includes

Appearance

Refer to handout for helpful guidelines


7/15

COMMUNICATION

Use Clear and Concise Communication and be the Problem Solver

Verbal

Speak clearly at an appropriate speed

Be aware of your tone and inflections

Give undivided attention

Written business email and letters/memos

Use correct grammar (no text talk or IM speak) Limit styles and images

Be careful of font colors

Use correct case (not all caps or lower case)

Non-verbal

Watch body language, lack of eye contact or signs of frustration


8/15

COMMUNICATION CONTINUED Language

Avoid use of:o Vulgar or profanity language

o Sexually explicit or suggestive comments

oDiscriminatory or demeaning comments

There is never an appropriate time for any of these in the workplace

Confidentiality

HIPAA Health Insurance Portability and Accountability Act

FERPA Family Educational Rights and Privacy Act

Adjust tone and volume

Use a privacy screen where appropriate


9/15

KNOWLEDGE AND LEARNING

Knowledge is an acquaintance with or understanding of facts and truths

Learning is a willingness to become acquainted with facts and truths notyet understood

Working KnowledgeJob description, responsibilities and performance expectations Where to find college policies and procedures Department policies, procedures and expectations Functions of MyCSN

Stay current on email and department updates for up-to-date information

General KnowledgeGeneral knowledge about CSN/Infrastructure Important college dates and events CSN catalog (online) Cross training or knowledge of other department functions


10/15

KNOWLEDGE AND LEARNING CONTINUED Willingness for continued learning

Participate in staff training See supervisor for permission to attend professional development

workshops of interest for career and advancement learning. Be sure to check

the CAPE website for offerings

Assignment of an inner department mentor for the first 90 days


11/15


12/15

DIVERSITY

Be understanding and accepting of people or situations thatdo not fit your comfort zone

Keep you temperament in check

Be aware of your biases


13/15

TEAMWORK

Be respectful of all members of your team

Be coachable and open minded to help offered by your supervisor orother members of your team

Be willing to work together to accomplish department and

institutional goals

Be willing to be available and do your share of necessary extras

(take one for the team) Be willing to share you knowledge with others. Mentor and support

new team members

Give recognition and credit wherever you can for a job well done or

a difficult situation well handled.


14/15

Exceptional customer service

Maintain a high level of professionalism by following the guidelines and

handouts from todays discussion

Listen and be attentive to what your customer needs

Communicate using clear and concise business language and remember

to watch body language

Be a life long learner at your job as well as your personal education.Take opportunities to learn new things and become aware of all the

services provided at CSN so you can help and refer seamlessly

Be understanding of all people and situations, especially where you may

have biases that are contrary


15/15

Smile, be happy and have fun!

It will always show in the service you

Documents

Delivering Exceptional Customer Service SA Program (2).ppt