Customer ServiceITS computer labs

http://www.nbc.com/saturday-night-live/video/clips/nick-burns/2786/?__cid=thefilter

Introduction

• Favorite Restaurant

– Food good?– Service good?

• Products– Good but service bad

Quality Customer Service

What make quality customer service?

• Procedural dimension• Personal dimension

Procedural dimension

What make quality customer service?

• The procedural side of service consists of the established systems and procedures to deliver the product or service. In other words, how you conduct your business.

Personal dimension

• The personal side of service is how you, (using your attitudes, behaviors and verbal skills) interact with customers. We will be concentrating mostly on the personal dimension.

Basic Steps to Quality Customer Service

1. Send a positive attitude; 2. Identify the needs of your customer

What ways can you project a positive attitude?

• Body Language• Tone of your voice• How energized you appear

What to do in the labs

• Have a sincere desire to help other people.

• Greet people with a smile• Genuinely listen to them• Try to understand their point of view

Everyone’s Welcome

• Make users feel welcome• NEVER project the image of someone

who does not want to be interrupted.• Be courteous• Avoid appearing condescending,

there is no such thing as a dumb question

What to Do?

• Ask a head lab assistant• Contact a lab coordinator

You are not paid to take abuse.

Remember, not every encounter is going to be a success, but every encounter is an opportunity to learn.

Know your customers needs

• How do you guys know if a student in the lab has a question or a problem?

• Be proactive• Be an attentive skilled listener when

a student asks you for help• Look them in the eye• Pay attention • Stop what you are doing when they

come to ask you questions and give them your undivided attention

Four Basic Needs

1. the need to be understood2. the need to feel welcome3. the need to feel important4. the need for comfort

Summary

Remember the Golden Rule: Treat others how you would like to be treated if you were in their shoes.