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How to Keep your cool when things get Hot!

How to Keep your cool when things get Hot!. Good Customer Service Counts…. Presented by : Jannie Moten. What is Good Customer Service Anyway?. It is the life blood to any institution… Good customer service is all about bringing students & customers back and perhaps someone with them.

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How to Keep your cool when things get Hot!

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  1. How to Keep your cool when things get Hot! Good Customer Service Counts… Presented by: Jannie Moten

  2. What is Good Customer Service Anyway? • It is the life blood to any institution… • Good customer service is all about bringing students & customers back and perhaps someone with them. • Quality Customer Service Adds Value to your institution. • Know your customers….(Student, Board Members, Institution’s Community Members). • Know your goal when it comes to your customers.

  3. Know Your College’s Mission and approach to Student/Customer Service. • General Protocol for both the Divisions & Departments Learn to turn angry customers/students into loyal ones… ---author unknown

  4. Uacch has an unambiguous mission, which Puts our students first! We hold our Administration and Faculty to A High Standard of Professionalism in order to help our students reach their goals.

  5. Techniques to Diffusing a Hot situation! • Triage (Drill Down/ What is the real issue?) • Name • Contact Information • Complaint • Assume that the Student or Customer has a valid complaint • Learn to listen to emotion without emotion. Controlling Your Emotion

  6. Techniques to Diffusing a Hot situation! • Be Patient (Remember patience is a virtue) • Speak Softly… without the big stick • Reiterate • Own the Problem (Explain that there are protocols for each situation) • Explaining the Protocols

  7. Techniques to Diffusing a Hot situation! • Direct to appropriate Office/Personnel (correct the issue) • Follow Up (Assure them they can return if they are not satisfied with the end result)

  8. Exercise for the workshops Your turn to practice what you preach… • Moderator • Complainant • Institution Personnel

  9. Signals to watch out for Appearance Body language Items in their possession Emergency steps to take Know your out!!!! Know your college’s emergency management procedures When in doubt dial (911)! Have a plan when the heat can not be distinguished!

  10. Ask yourself how can I go above and beyond for my students & customers? Now that's Service!!!!! Sometimes it’s about going above and beyond!!!!!

  11. Questions & Answers!!! Please…

  12. Thank You For Joining Us… We hope you enjoyed!!! The secret in education lies in respecting the student. ---Ralph Waldo Emerson

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