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Exceptional Customer Service. Bitsy Cohn, Front Range Community College. A Training for Student Employees. No, not because you provide cheap labor Yes, because You are the face of our colleges You know what students feel and need better than anyone - PowerPoint PPT Presentation
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Exceptional Customer ServiceA Training for Student Employees
Bitsy Cohn, Front Range Community College
Colleges love student employees
• No, not because you provide cheap labor
• Yes, because •You are the face of our colleges•You know what students feel
and need better than anyone•You are dedicated and energetic and represent
our colleges so well
Don’t…please
• TMI from VPL
Don’t…ok?
• flip flops• snow boots• billion inch stilettos
Don’t…Ugh
• Too much perfume or cologne
Don’t…Argh
• Noisy accessories
Don’t…here
• Short shorts or
mini skirts
Don’t…even
• Sag
Do…
• Clean, unwrinkled
• Projects a professional image
• Business casual – Google it
• When in doubt – ask!
I Policy
• Answering Customer Questions
• Communicating accurate information
• Solving problems BEFORE they happen
• Protecting me and the institution from liability
• Defining my job responsibilities and who is accountable
Identifying and using resources
• What are the top ten questions my customers ask?
• Where do I find the answers to those questions?
• Who can help me if I don’t know the answer to a question?
• What do I need to do to remember this information?
• Who do you admire in your workplace? What do they do that you would like to learn?
• Think about what you would like from a mentorship
• How would you approach a person to be your mentor?
• If the person is someone who doesn’t know you, who would you ask to introduce you?
Activity
Networking and Leadership
• What do I want to be when I grow up?
• ANY JOB can lead to bigger and better things!
• Resume and Skill building – the payoff
• Mentorship
Questions?
The Servant Culture
• You work in education, right? So you’re an educator, right?
• Actually, you are first and foremost a servant. Wait! Let me explain?
Servant First Culture
Robert K. Greenleaf on Servant Leadership
Servant Leaders "make sure that other people’s highest priority needs are being served. The best test… is: Do those served grow as persons? Do they, while being served, become healthier, wiser, freer, more autonomous, more likely themselves to become servants?”
Strategies
Listen What do you need?
Reflect Here’s what I heard you say
Acknowledge I can help with that
Act Here’s how I’ll help
Oh NO You Didn’t!
• One two three, don’t yell at me!
It might be AT you
but it’s not ABOUT you
• Stay or walk away?
Know your limits
• Find the fear and the rest will follow
The 1,000,000th Question
• Admit it, once you didn’t know the answer either.
• Make believe it’s the first time you’ve heard it
• Teach, don’t do
• Can I help my department be more efficient?
Top Ten Customer Service Responses
What you THINK and what you SAY can be two different things
It’s not about me, right?
• TenThat must be very frustrating. How can I help you?
• NineI CAN tell you…
• EightThank you for bringing that to my attention.
Can’t I just yell a little?
• SevenI’d be happy to direct you to the people who can help
you with that.
• SixThat’s a good question. Let me find out the answer
for you.
• FiveIf you run into any problems, please come back to
me and I will help.
But I’M right!
• FourThe system can be very confusing. Let me do it with
you to see if we can solve the problem.
• ThreeI CAN…
• TwoWe seem to have a misunderstanding.
I love my job, I love my job…
•One
I apologize
Work Life Balance
• What are my priorities…today?• School• Family• Social Life• Work
• Don’t make excuses - Tell the truth
• Ask for help
Rock Star or Roadie?
• Roadies• Show up for work…sort of• Do the job…grudgingly• Watch the rock stars achieve…
resentfully
• Rock Stars• Run the show• Make more money• Are worshipped by many
Questions?
Resources
• Becoming a Servant Leader: Do you have what it takes? John E. Barbuto Jr. 2007 University of Nebraska at Lincoln. http://www.ianrpubs.unl.edu/epublic/live/g1481/build/g1481.pdf
• Handout – Top Ten Responses
• Glamour magazine’s Do’s and Don’ts on the job • http://lifestyle.msn.com/your-look/everyday-style/staticslideshowglamour.aspx?cp-
documentid=25008518>1=32002
• Contact Mebitsy.cohn@frontrange.edu (970)204-8609
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