Create the Future

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Customer Service and Communication
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Who We Are
Kyle Rubin, Admissions
Marie Ryding, Financial Aid
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Corporate Role Models
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Expectations
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Perception Reality

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Messages We Send
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Messages We Send
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Messages We Send
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Messages We Send

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Messages We Send
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Messages We Send

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Messages We Send
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Messages We Send
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Messages We Send
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Messages We Send
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Messages We Send
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First Impressions Scenario
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First Impressions

• Remember, within the first three seconds of a
  new
• encounter, you are evaluated
• While youve repeated yourself a million times,
  its the
• first time your customer has heard the response
  
• Be aware of localisms
• Actions speak louder than words
• What are you wearing?

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Appropriate Conversations Scenario
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Appropriate Conversations

• Peoples hearing is better than we remember
• Comfort levels vary
• Adjust to your audience
• Keep personal matters to a minimum

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Phone Etiquette Scenario
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Phone Etiquette

• Answer promptly (before the third ring if
  possible).
• Before picking up the receiver, discontinue any
  other
• conversation or activity such as eating,
  chewing gum,
• typing, etc that can be heard by the calling
  party.
• Speak clearly and distinctly in a pleasant tone
  of voice.
• Use hold button when leaving the line so that
  the caller
• does not accidentally hear conversations being
  held nearby.

Source Fullterton.edu
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Phone Etiquette

• When transferring a call, be sure to explain to
  the caller
• that you are doing so and where you are
  transferring them.
• If the caller has reached the wrong department,
  be
• courteous. Sometimes they have been transferred
  all over
• campus with a similar question.

• If you have caller ID, dont use it to surprise
  the caller.
• If the caller is in a bad mood or rude, you
  always remain
• calm. Provide all the help you can and never
  respond to
• verbal attacks.

Source Fullterton.edu
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Service Recovery

• Stay calm
• Listen
• Know when to call in for
• back-up
• Dont drop to their level
• Be honest but positive
• Be aware of promises

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General Rules To Live By

• ALWAYS be helpful, courteous, and knowledgeable
• Take the extra step (give them the pickle)
• Treat people with courtesy and respect
• Each customer is unique
• Teamwork is vital

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Questions?
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