UBC ENROLMENT SERVICES

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UBC ENROLMENT SERVICES

• WELCOME TO
• OUR
• CLIENT CARE TRAINING PROGRAM
• Above and Beyond

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THE THEORY BEHIND THE PRACTICE OF CLIENT CARE

• The 15 Foundations of Client Care
• 1. Client-centred
• 2. Respectful
• 3. Postive outcomes
• 4. Pro-active communication tailored to our
  clients needs
• 5. Pro-active service tailored to our clients
  needs

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THE THEORY BEHIND THE PRACTICE OF CLIENT CARE

• 6. Recruitment materials available in the
  clients native tongue
• 7. Same services available to every student
• 8. Responsive to client needs and feedback
• 9. Integrated service
• 10. Human contact is essential
• 11. Service available at any time and any place

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THE THEORY BEHIND THE PRACTICE OF CLIENT CARE

• 12. Services are one stop
• 13. Services are efficient
• 14. Competition should be welcomed
• 15. Services and communications with clients are
  focussed on building relationships

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BUILDING RELATIONSHIPSRESPECTFUL SERVICE DOES IT

• What is respectful service?
• Courteous
• Attentive
• Thorough
• Positive
• Honest
• Inclusive

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E-MAILS

• What are the benefits of email?
• What are the pitfalls?
• Styles of e-mail
• Straight shooter
• Nice and easy
• Managing your mailbox
• Composing G.R.E.A.T. E-mail
• Ten most common mistakes

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E-MAIL AUTORESPONSES

• Volume versus efficiency versus service to the
  client
• What message does an autoresponse give?
• Actual
• Inferred
• Make sure they are consistent and accurate

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TELEPHONE COURTESY

• What you should know about telephone courtesy
  before you answer your phone
• Beginning your calls

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SETTING A GOOD EXAMPLE
Good morning, UBC Admissions Office. This is
Tanya. How may I help you?

• Our goal is a standard, consistent greeting for
  all calls that are answered in Enrolment Services
• Make it your goal too!

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THE BODY OF THE CALL

• Transferring Calls
• Wrong department or person
• When the call is for you
• Placing a client on hold
• How to take a message

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ENDING THE CALL

• How to end on a positive note
• Repeat action steps
• Can I do anything else?
• How to end if the caller was reporting a problem
• How to end if the caller was making an inquiry
• Who hangs up first?
• Dont forget those notes

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VOICE MAIL

• Why do some people dislike voice mail?
• What are the benefits of voice mail?
• How can we use voice mail so that it is
  beneficial to our clients?
• Three basic rules
• What to say

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TONE OF VOICE

• Tone of voice is 86 of the story
• Three ways to improve your telephone skills
• 1) Inflection
• 2) Volume control
• 3) Pacing the customer

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WORKING WITH STUDENTSWITH DISABILITIES

• Duty to accommodate
• Visual impairment
• Hearing loss
• Physical disabilities
• Communication impairments
• Learning disabilities

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DISCRIMINATION AND HARASSMENT

• Legal Definition
• The Human Rights Code
• The protected rights
• Awareness training
• Serving our clients
• Protecting ourselves and each other

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CULTURAL AWARENESS

• What are some of the areas which require
  attention?
• Language
• Gender

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FREEDOM OF INFORMATION AND PROTECTION OF PRIVACY

• The legislation what does it do?
• What are the key issues?
• Examples of what we can do

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HOW TO WIN OVER AN UPSET CLIENT

• Why should we do this?
• Why dont we say handle or deal with the
  upset client?
• Whats in it for the client?
• Whats in it for me?

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THE UPSET CLIENT DEFINED

• What is an upset client?
• Frustrated
• Angry
• Demanding
• Rude
• Abusive

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THE ABUSIVE CLIENT DEFINED

• Types of abuse
• Abuse of your Human Rights.
• Threats to your personal security/safety.
• Swearing/foul language.
• Name calling.

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MUST WE ALWAYS TRY TO WIN OVER AN ABUSIVE CLIENT?

• YES! But first you must put a stop to the abuse
• Ways to do this
• In person
• On the telephone
• In an email or letter
• Do I have the right to refuse service if the
  abuse doesnt stop?
• YES! No buts about it this time

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STORYTELLING THE FIRST STEP

• What is storytelling?
• How to facilitate it
• Say nothing dont interrupt
• Listen, make notes if necessary
• Let them know youre listening
• Dont take it personally

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NEGATIVE FILTERSSAY WHAT?

• What is a negative filter?
• How do they happen?
• How can we stop them?

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EMPATHY

• What is empathy?
• Ways of showing it
• Fear of saying youre sorry
• Regret versus apology

Empathy means always having to say youre sorry
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FINDING THE FACTS

• Gathering all the information you need
• Double-checking

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TOGETHERNESS AT LAST!

• Coming up with an acceptable solution
• What to do if youre still not sure
• Explain what youre going to do

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FOLLOWING UP

• Ways of following up
• Phone
• Email
• Letter
• Should I follow-up when I dont need to?
• Can we prevent this situation from happening
  again?

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THE BOTTOM LINE

• For you
• How to tell when youre losing it
• For the client
• Its still really all about you!

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THE BOTTOM LINEFOR EVERYONE

• Youll never fail either the difficult client or
  yourself if you always keep the following
  question foremost in your mind

WHAT DOES THIS CLIENT NEED AND HOW CAN I PROVIDE
IT?
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PERSONAL SECURITY

• How to handle threatening phone calls
• How to handle threatening emails
• Guidelines for handling threatening behaviour
• If you witness a crime

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THE CLIENT CARE PHILOSOPYTHEORY BEHIND THE
PRACTICE

• Review of how this training supports the
  Principles of Client Care
• Empowerment for continuous learning and
  self-reflection
• Watching for quality service
• Accountability for quality service
• Identifying Client Care Mentors
• What is managements role?
• Where do we go from here?

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UBC ENROLMENT SERVICES

• THANK YOU FOR ATTENDING
• OUR
• CLIENT CARE TRAINING PROGRAM
• Above and Beyond