102

Part VII: Employee & Client Relations How to be a Successful SI Employee 103 Body Language Strategies 104 The Ten Commandments of Customer Service 105 Developing a Client Friendly Approach 107 Professional Qualities in Customer Service 108 The Importance of the Client’s First Impression 109 Ten Major Do’s and Don’t of Customer Service 110 Campus Resource Guide 112

103

HOW TO BE A SUCCESSFUL SI EMPLOYEE AND GET PAID ON TIME!

Don‟t let paperwork be a monkey on your back….

Minimal paperwork is involved with SI

Follow the procedures to complete paperwork and get paid on time! $$$$

Direct your questions regarding paperwork to Niki or Michael.

Take Attendance:

Pencil

Use X‟s, not Checks

Student Confidentiality (acknowledge FRPA form)

Cancellation

No Show

Record Clients whose names are not on the roll Update Timesheet through my.missouristate.edu:

1.5 for T or R class

Prep Pay

Holidays

Pay Periods

Submit on Time

Cross Over Tutors Cancel and reschedule:

Test Review Reschedule Option

Sunday Option

Change of Schedule Form

Last Minute Cancellations Other:

Sign-In Sheets (proof of attendance for your clients)

Client Satisfaction Surveys

Solution Manuals and/or Supporting Texts

Average Weekly reporting hours:

3 hrs of attending your SI class

+2 1-hr SI sessions

+ 2 hrs prep time/prep pay

7 hrs total per week

Pick-Up sessions for tests are permissible!

IMPORTANT! Contact Michael and Niki when changing your

schedule or adding an additional session!

104

Body Language Strategies

When conducting study sessions and interacting with other people, your body language can become a critical part of your communication and may even come to define your success or failure.

There are a number of simple yet powerful strategies which can make your encounters more productive and effective. These body language strategies are as follows:

Observe your body posture

When presenting, talking or delivering you message, don‟t cross your arms. You will appear defensive and closed. Instead, show the palm of your hands, adopt an open posture with open arms and uncrossed legs and show that you are confident about your position. In particular, don‟t ever close your arms when answering questions after you have given a talk or presentation.

Talk within the first 30 seconds

When in the company of strangers, you may feel shy or conservative to initiate a discussion or follow up on what is currently discussed. The best way to remove your stress is to make sure you say something within the first 30 seconds of the encounter. Remember, this is not to say a simple “hi”. You need to say something that can define you, so others can get a hint of the „type‟ of person you are and understand that you are a player. If you don‟t say anything, you may find it more and more difficult to break in at later stages, not to mention that others are more likely to ignore you altogether even when you say something later on.

Watch the buttons

While in a meeting, people who wear their jackets with closed buttons are more likely to cross their arms and so become more defensive to new ideas (or at least appear to be). Unbuttoning a jacket is a good sign that the person is open to the idea they just heard and you can use this knowledge to your advantage. People who appear defensive to each other can unnecessarily bring a discussion to a halt.

Try not to touch your face

Many gestures that involve touching the face or the head while talking give away valuable signals to others. For example, touching the nose or the ears, putting fingers on the mouth or the corner of the mouth indicate lying or an attempt to mislead. Other gestures such as resting your chin on your fingers suggest that you are not convinced about what you just heard which again gives away your position. To keep your thoughts private, simply use a general rule as follows; keep your hands away from your face and preferably below your chin. This way, you keep your thoughts to yourself and also appear more authoritative.

Adapted from:

http://www.skillsconverged.com/FreeTrainingMaterials/tabid/258/articleType/ArticleView/articleId/703/Powerful-Body-Language-Strategies.aspx

105

At Your Service: The Ten Commandments of Great Customer Service! By Susan Freidmann

Customer service is an integral part of our job and should not be seen as an extension of it. A company‟s most vital asset is its customers. Without them, we would not and could not exist in business. When you satisfy our customers, they not only help us grow by continuing to do business with you, but recommend you to friends and associates. The practice of customer service should be as present on the show floor as it is in any other sales environment. The Ten Commandments of Customer Service 1. Know who is boss. You are in business to service customer needs, and you can only do that if you know what it is your customers want. When you truly listen to your customers, they let you know what they want and how you can provide good service. Never forget that the customer pays our salary and makes your job possible. 2. Be a good listener. Take the time to identify customer needs by asking questions and concentrating on what the customer is really saying. Listen to their words, tone of voice, body language, and most importantly, how they feel. Beware of making assumptions - thinking you intuitively know what the customer wants. Do you know what three things are most important to your customer? Effective listening and undivided attention are particularly important on the show floor where there is a great danger of preoccupation - looking around to see to whom else we could be selling to. 3. Identify and anticipate needs. Customers don't buy products or services. They buy good feelings and solutions to problems. Most customer needs are emotional rather than logical. The more you know your customers, the better you become at anticipating their needs. Communicate regularly so that you are aware of problems or upcoming needs. 4. Make customers feel important and appreciated. Treat them as individuals. Always use their name and find ways to compliment them, but be sincere. People value sincerity. It creates good feeling and trust. Think about ways to generate good feelings about doing business with you. Customers are very sensitive and know whether or not you really care about them. Thank them every time you get a chance. On the show floor be sure that your body language conveys sincerity. Your words and actions should be congruent. 5. Help customers understand your systems. Your organization may have the world's best systems for getting things done, but if customers don't understand them, they can get confused, impatient and angry. Take time to explain how your systems work and how they simplify transactions. Be careful that your systems don't reduce the human element of your organization.

106

6. Appreciate the power of "Yes". Always look for ways to help your customers. When they have a request (as long as it is reasonable) tell them that you can do it. Figure out how afterwards. Look for ways to make doing business with you easy. Always do what you say you are going to do. 7. Know how to apologize. When something goes wrong, apologize. It's easy and customers like it. The customer may not always be right, but the customer must always win. Deal with problems immediately and let customers know what you have done. Make it simple for customers to complain. Value their complaints. As much as we dislike it, it gives us an opportunity to improve. Even if customers are having a bad day, go out of your way to make them feel comfortable. 8. Give more than expected. Since the future of all companies lies in keeping customers happy, think of ways to elevate yourself above the competition. Consider the following: - What can you give customers that they cannot get elsewhere? - What can you do to follow-up and thank people even when they don't buy? - What can you give customers that is totally unexpected? 9. Get regular feedback. Encourage and welcome suggestions about how you could improve. There are several ways in which you can find out what customers think and feel about your services. - Listen carefully to what they say. - Check back regularly to see how things are going. - Provide a method that invites constructive criticism, comments and suggestions. 10. Treat employees well. Employees are your internal customers and need a regular dose of appreciation. Thank them and find ways to let them know how important they are. Treat your employees with respect and chances are they will have a higher regard for customers. Appreciation stems from the top. Treating customers and employees well is equally important. Written by Susan A. Friedmann,CSP, The Tradeshow Coach, Lake Placid, NY, author: “Meeting & Event Planning for Dummies,” working with companies to improve their meeting and event success through coaching, consulting and training. Go to http://www.thetradeshowcoach.com to sign up for a free copy of ExhibitSmart Tips of the Week.

© Copyright 2001 ExpertMagazine.com

107

Developing a Client Friendly Approach One commonality among all companies or organizations that provide good service is the development of a system and attitude promoting customer friendly service. By “customer friendly” we mean viewing the client as the most important part of your job. The cliché, “The customer is always right” is derived from this customer friendly environment. Two critical qualities to the “Customer Friendly Approach”:

• Communications • Relationships

The two main tasks of successful client relations are to communicate and develop relationships. They don‟t take a huge effort, but don‟t happen instantaneously either. Positive dialogue/communication with your clients and developing ongoing relationships with your customers are perhaps the two most important qualities to strive for in customer service.

What Customer Service Means

Customer service means providing a quality service that satisfies the needs/wants of a customer and keeps them coming back. Good customer service means much more – it means continued success, higher job satisfaction, improved company or organization morale, and better teamwork. Think about the places where you enjoy doing business – stores, banks, etc. Why, aside from the actual product or service they provide, do you like doing business with them? You probably find them courteous, timely, friendly, flexible, interested, and a series of other exemplary qualities. They not only satisfy your needs and help you in your endeavors but make you feel positive and satisfied. You come to rely on their level of service to meet your needs and wants. On the other hand, let‟s review a business you dislike patronizing maybe even hate utilizing but in some cases do so out of necessity. Maybe it is the DMV when you need a new driver‟s license or maybe it is the local store that carries a product you need but who offers lousy service when you purchase. In both of these cases we are willing to hypothesize that the customer experience is marred by long lines, gruff service, inefficient processing, impolite and unfriendly clerks or salespeople, lack of flexibility, and no empathy for your customer plight. In these cases you feel abused, unsatisfied, and taken advantage of – in essence, your experience is wholly negative. Remember, good customer service results in consumer satisfaction and return customers. Poor customer service generally results in consumer dissatisfaction, lack of returning customers and dwindling business. Customer Service Qualities

Customer Service = Accountability + Delivery

108

Professional Qualities in Customer Service Professionals who constantly deal with customers need to strive for certain qualities to help them answer customer needs. The professional qualities of customer service to be emphasized always relate to what the customer wants. After years of polling and market research, it turns out customers are constantly internalizing their customer service experience. What this means is they are grading your customer service during each transaction but you rarely know it. While there are a multitude of customer needs, six basics needs stand out:

• Friendliness – the most basic and associated with courtesy and politeness.

• Empathy – the customer needs to know that the service provider appreciates their wants and circumstances.

• Fairness – the customer wants to feel they receive adequate attention and reasonable

answers.

• Control – the customer wants to feel his/her wants and input has influence on the outcome.

• Information – customers want to know about products and services but in a pertinent

and time-sensitive manner. It is also very important for customer service employees to have information about their product or service. Service providers who answer, “I don‟t know” are automatically demeaned and demoted in the mind of the customer. These employees can end up feeling hostile as well as unequipped. Customers want information, and they disrespect and distrust the person who is supposed to have information but does not.

109

The Importance of the Client’s First Impression Impressions are the key to developing trust and confidence in the client. Remember, “You will never get a second chance to make a first impression.” This is why the first impression is extremely important and can set the tone for all future interactions with the client. Here are some ways of creating positive impressions:

• Thoughtfulness in meeting the client‟s needs • Personal responsibility for a client • Quick problem solving for client • Offering immediate assistance • Friendliness • Using client‟s name in a conversation • Pleasant voice tone • Polite and courteous manners • Neatness • A genuine smile

Here are some factors that create a negative impression:

• Making the client wait • Not saying “please” and/or “thank you” • Speaking loudly or condescendingly to clients or colleagues • Making faces, frowning, acting distant, not smiling • Looking disheveled or like you do not care about your appearance • A poor handshake • Focusing on another task while addressing or servicing a client.

Remember, impressions stay with those you meet, especially customers, and once registered; negative impressions are difficult to overcome.

110

Ten Major Do’s and Don’ts of Customer Service Below are ten phrases that should never be used because they frustrate and anger customers: No: Everyone hates the word “no.”. It is de -motivating, discouraging, and disinteresting. You will hear this word throughout your life as a customer and as a service provider. “No” is tantamount to “bad service.” “No” is easy, cheap, unproductive and negative – it means failure. Unfortunately, “no” is the word we most often hear when a new idea, request or concept is introduced. Admittedly, there are times when you will have to say “no,” but focus on what you can do for the customer (accentuate the positive) and not the negatives of the situation. Better to say “What I can do is…” and demonstrate that you care and want to provide quality service despite your current limitations. I don’t know: Good service means never saying, “I don‟t know.” When a customer hears “I don‟t know,” they hear, “I don‟t feel like finding the information you need.” Better to say, “I‟ll find out” or “Let me look into this and get back to you ASAP.” That’s not my job./That’s not my department: When a customer asks you to do something that you do not know how to do or do not have the authority to do, become a catalyst by leading the customer to the person or department who can help him/her solve the problem. Better to say, “Let me transfer to the person who can immediately help you will this problem.” You’re right – that is bad: Many inexperienced customer service representatives think by sympathizing with the customer‟s plight, he/she will win over the customer rather than actually doing something to solve the customer‟s problem. If a customer expresses annoyance or frustration, do not make it worse by commiserating with him/her. Empathize with the customer but seek to solve the problem. Likewise, it does not do your company or organization any good to criticize co-workers or other departments within the company or to the customers. All interested parties end up looking unprofessional and inept. Rather try your best to accommodate the customer. Do not promise anything you cannot deliver but do try to serve the customer well. Better to say, “I understand your frustration, let‟s see how we can solve this problem.” Calm down: When customers are upset or angry let them vent (within reason) and they will eventually calm down. Telling them to “calm down” is belittling, and often serves only to infuriate them further. Better to say, “I‟m sorry.” This is one of the ideal phrases for customer service – it helps to placate the angriest of customers and allows you to begin the process of solving a customer complaint or request and “meet him/her half way.” Apologizing does not mean you agree with the customer but it is a means to empathize and move beyond the emotion of the moment and negative impact. I’m busy right now: It is not easy to juggle customers. You are often helping one customer when another calls or visits your service area. Asking a customer to be patient or politely asking them to wait is very different than putting them off and saying you are too busy to help. Leaving them standing there or on hold are two of the mortal sins of customer service. “Being too busy” is tantamount to saying that you do not care and they are not important. Let the customer know they are important and you are aware of their presence. Better to say, “I‟ll be with you in one moment” or “Please hold and I‟ll be right with you.”

111

Call me back: This expression conveys little interest on the part of the customer relation‟s employee for the needs and wants of the customer. You should always call the customer back because you want their business and are responsive to their requests. Being proactive is part of good customer service. That’s not my fault: If an angry customer accuses you of creating a problem, rightly or wrongly, the natural reaction is to defend oneself. However, this is not the best course of action. The customer has a problem that needs to be solved. By resisting the need to defend yourself, and focusing on the needs of the customer, you can resolve the problem faster and with less stress and confrontation. Better to say, “Let‟s see what we can do about this problem.” You Need to Talk to My Supervisor: This cliché of bad customer service has angered and frustrated customers for decades. Customers often ask for things outside the scope of your work or authority – maybe even outside the services/products provided by your company. While passing off these requests to your manager is a tempting option, it is better if you attempt to solve the problem yourself or directly go to the supervisor yourself and get a solution. You become a service hero for the customer and the supervisor. Better to say, “Let me find that out for you.” You Want it by When?: Customers often make unrealistic demands, especially when it comes to time. Your first reaction may be annoyance and you may want to make a snide or sarcastic comment. However, the best approach is to hold off on displaying a negative attitude and making a poor impression. Better to say, “I will call you right back after I find out if that is feasible.”

Helpful Reminders for Polite and Friendly Responses

Wrong Approach Polite and Friendly Alternative

“I don‟t know.” “I‟ll find out.”

“No.” “What I can do is…”

“That‟s not my job.” “Let me find the right person who can help you with …”

“You‟re right – this is bad.” “I understand your frustrations.”

“That‟s not my fault.” “Let‟s see what we can do about this.”

“You want it by when?” “I‟ll try my best.”

“Calm down.” “I‟m sorry.”

“I‟m busy right now.” “I‟ll be with you in just a moment.”

“Call me back.” “I will call you back, what is your telephone number?”

112

CAMPUS RESOURCE INFORMATION GUIDE

ACADEMIC ADVISING CENTERS

General Information and Undeclared

Majors

Adult Students

Athletes

Business Majors

Communication Sciences and Disorders

Early Childhood, Elementary, Middle

School and Special Education Majors

Fashion and Interior Design Majors

Honors College

Hospitality and Restaurant Admin. Majors

Individualized Majors

Academic Advisement Center

UNVH 109, 836-5258

Kathy Davis, Dir.

Catherine “Katie” Tucker, Admin. Asst.

Adult Student Services

CARR 314, 836-6929

Susan Cohen, Dir.

Sue Dover, Admin. Sec/ Adult Student Advisor

Lori Day, Adult Student Advisor

Achievement Center for Intercollegiate Athletics

FORA 239, 836-6829

Vacant, Director

Audrey Jones, Assistant Dir.

Joan Newman, Admin. Asst.

College of Business Advisement Center

GLAS 106, 836-5386

Sandra Culver, Dir.

Peggy Piekarski, Admin. Asst.

Communication Sciences and Disorders Dept.

PROF 237, 836-5368

Neil DiSarno, Dept. Head, Honors Advisor

Marcia Ratcliff, Academic Advisor 836-6508

Cathy Hall, Admin. Asst.

Cindy Parker, Admin. Asst.

Professional Education Advisement Center

HILL 202, 836-5429

Stephanie Marinec, Coord.

Judy Pickering, Academic Advisor

Shelly Cain, Admin. Asst.

Joshua Porter, Academic Advisor

PCOB 315, 836-5755

Honors College

UNVH 212, 836-6370

Art Spisak, Dir.

Marcia Morriset, Academic Advisor/Recruiter

Hospitality and Restaurant Admin. Program

PROF 440, 836-4406

Melissa Dallas Dept. Head

Academic Assistance

UNVH 122, 836-5034

Lori Roessler, Exec. Asst.

113

ACADEMIC ADVISING CENTERS, (cont.)

Teacher Certification Requirements

Nursing Majors

Psychology Majors

All other majors

Teacher Certification Office

HILL 200, 836-8772

Scott Fiedler, Student Services Director/Teaching

Certification Officer

Jennifer Jensen, Transcript Analysis Asst.

Kandra Phillips, Admin. Asst.

Nursing Dept.

PROF 300, 836-5310

Kathryn Hope, Dept. Head

Melissa Price, Academic Advisor

Nancy Harris, Admin. Asst.

Gay Carson, Admin. Asst.

Psychology Advisement Center

HILL 313, 836-6841

Tracie Burt, Instructor/Advisement Coordinator

Donn Kaiser, Undergrad Programs Dir.

Contact dept.

ACADEMIC POLICIES AND PROCEDURES

Office of the Provost

CARR 209, 836-4589

Belinda McCarthy, Provost

Melva Heavin, Exec. Asst. To Provost

John Catau, Assoc. Provost Undergrad Education

Frank Einhelling, Assoc. Provost Grad College

Steve Robinette, Dirctor, Academic Outreach and

Support

Art Spisak, Assoc. Provost for Faculty Affairs

ACTIVITIES ON CAMPUS

Office of Student Activities

PSU 101, 836-4386

Jeremy Schenk, Dir.

Cindi Giacin, Admin. Asst.

ADMISSIONS

Info. regarding admission of a transfer

student (24 or more hours post high

school), and transfer equivalencies.

Info. regarding appeal of denied admission

Office of Admissions

CARR 204, 836-5517

Andrew Wright, Dir.

Jill Duncan, Assoc. Dir.

Office of Admissions

Dixie Williams, Transfer Coordinator, Asst. Dir.

CARR 204, 836-4315

Dawn Brixey, Assistant Director of Admissions –

Office Operations

CARR 204, 836-5517

114

ATHLETICS

General Inquiries:

Men's Athletics

Women's Athletics

Athletic Advisement and Scholarship

Athletes

Director of Athletics

HSC 3rd

floor, 836-5244

Kyle Moats, Dir.

Brenda Espy, Admin. Asst.

Men's Athletics

FORA 2nd

floor, 836-5242

Lois Goldade, Admin. Asst.

Women's Athletics

HSC 3rd

floor, 836-5246

Casey Comoroski, Assoc. Dir.

Judy Slothower, Admin. Asst.

Achievement Center for Intercollegiate Athletics

FORA 239, 836-6829

TBA, Director

Audrey Jones, Assistant Director

Joan Newman, Admin. Asst.

AUDITING A COURSE

Office of the Registrar

CARR 320, 836-5520

Rob Hornberger, Interim Registrar

BOOKS

Baker Bookstore

836-5403

Mark Brixey, Dir.

CAREER ASSISTANCE

Career Center

CARR 309, 836-5636

Jack Hunter, Dir.

Pat Cole, Admin. Asst.

Kim Lucas, Admin. Asst.

Janelle Melton, Admin. Asst. (Legislative, Co-op

Internships, & Teacher credentials)

Chalanda Johnson, Admin. Asst. (COBA Career

Ctr)

115

CHILDCARE

6 weeks to 5 years

2 years and older

Child Development Center

PROF lower level, 836-6759

Mark Casertano, Dir.

University Child Care Center

500 South Ave., 866-0980

Jennifer Crouch, Dir.

CITIZENSHIP & SERVICE LEARNING

PLSU 209, 836-5774

Elizabeth Strong, Assoc. Dir.

Shellie Jones, Program Coordinator

Donna Hanley, Admin. Asst.

COMPUTERS FOR LEARNING

WAIVER EXAM

Computers for Learning Program

Sue McCrory, CFL Coord.

KGSX 216, 836-6120

http://learning.missouristate.edu

COOPERATIVE EDUCATION

See "Career Assistance"

COUNSELING

Counseling and Testing Center

CARR 311, 836-5116

Doug Greiner, Director

Dinah Lane, Admin. Asst.

DEGREE CHECK

Degree Check Office

CARR 320, 836-5520

Nathan Hoff, Associate Registrar

Kathleen James, Academic Records Specialist

Shelley Deckard, Academic Records Specialist