Download - DELIVERING EXCEPTIONAL CUSTOMER SERVICE PRESENTED BY STUDENT AFFAIRS SPECIAL PROGRAMS TEAM
DELIVERIN
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CUSTOMER S
ERVICE
PRESENTE
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TUDEN
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AIRS S
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WELCOME TO CSN
We 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 ???
- EXCEPTIONAL – that’s it
Customer Service
CUSTOMER CONTACT IS A MOMENT OF TRUTH
When “customers” first meet us they immediately form opinions about us and our organization. Those impressions include things about character, efficiency, and friendliness. They will
decide in 7 seconds from 11 impressions whether they…
• Like You
• Dislike You
• Indifferent
… that will largely determine the satisfaction of their experience (and yours)
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
PROFESSIONALISM Positive Attitude
Attentive – listen and care (make them know they matter)o Give accurate information, don’t be afraid to say “I don’t
know, but I will find out” Friendly 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-taskingFollow the chain of command
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
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
COMMUNICATION CONTINUED
Language Avoid use of:o Vulgar or profanity languageo Sexually explicit or suggestive commentsoDiscriminatory or demeaning commentsThere 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
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 not yet understood
Working Knowledge Job 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 Knowledge
General knowledge about CSN/Infrastructure Important college dates and events CSN catalog (online) Cross training or knowledge of other department functions
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
DIVERSITY
Be understanding and accepting of people or situations that do not fit your comfort zone
Keep you temperament in check
Be aware of your biases
TEAMWORK Be respectful of all members of your team
Be coachable and open minded to help offered by your supervisor or other 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.
Exceptional customer service Maintain a high level of professionalism by following the guidelines and handouts from today’s 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