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For TASPA Fall Support Staff Conference.
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©2014 Brad Domitrovich ▴ PR Zealot, Speaker, Educator
It’s all about the smile!
SMILING makes a great first impression!
A SMILE is the simplest form of customer service that we can provide.
What is Customer Service?
Customer service is a series of activities designed
to enhance the level of customer satisfaction.
Customer service is the feeling that a product
or service has met the customer’s expectations.
Customer service is the connection you make with all your customers.
In a customer service survey, 95% of the people who had
a POSITIVE experience visiting an office for the first time
remembered what two things?
The person ...
... and their smile!
In a customer service survey, 90% of the people who had
a NEGATIVE experience visiting an office for the first time
remembered what two things?
The person ...
... and their smile!
Fundamental Needs of a Customer
To feel welcomed.
1
To be understood.
2
To obtain assistance.
3
To be valued.
4
To retain dignity.
5
All of your customer’s needs can be met if you start with a smile!
Five Rules for Great Customer Service
Keep customers the priority.
1
Over-deliver whenever possible.
2
Offer choices.
3
Be access-approachable.
4
Use logic and not emotion.
5
Remember the fundamental needs
of a customer? • To feel welcomed.
• To be understood.
• To obtain assistance with their problem.
• To be valued.
• To retain dignity.
Makes sense, huh?
Positive PR Thoughts for School Personnel
(PR = People Relationships)
You only get one chance to make a first impression.
1
Communication is not what you say, but how people
interpret what you say.
2
Always be a part of the solution and never a part of the problem.
3
Give everyone the gift of undivided attention.
4
Make sure people feel better after they have talked to you.
5
How do you do that? ... start with a smile!
A SMILE can change our attitude.
Some Closing Thoughts on Customer Service
Words like “Please”, “Sorry”, and “Thank you”, should be a part
of everyone’s vocabulary.
1
Remember that co-workers are customers too!
2
Show genuine interest in everyone you meet.
3
Your kindness or generosity may encourage someone today.
4
Treat others today the way that you want to be treated.
5
Smile + Attitude = GREAT Customer Service
©2014 Brad Domitrovich ▴ PR Zealot, Speaker, Educator
It’s all about the smile!
