Section-B-Communicating-as-a-School-Employee

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Communicating as a School Employee

Section B

Unlocking Sensational Service

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Do Not Underestimate the Power of the First Impression

Each impression you make will — temporarily, at least — be your last. So make it strong.

Harry Beckwith, author Selling the Invisible

B.1a


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Do You Look Like You Care?   What do people see first when they come to your

school or office? (Is the grass trimmed? Are the sidewalks clean and trash picked up? Is there graffiti on the walls?)

  Where do visitors park when they come to your school or office? (Are there marked places near the front or do they have to park in the back or on a side street?)

  Are signs clear and visitor-friendly?

B.1b


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Do You Look Like You Care? (continued)

  How are employees dressed? Is there a dress code or does “anything go”?

  What does the reception area of your school or building office look like? Is it neat and tidy? Are there lights burned out? Are the windows clean?

  Does your school have a kid-friendly appearance? Do students get priority attention? Is student art displayed? Is the décor visually appealing to children?

  What impressions do visitors leave with?

B.1c


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Customers Want to Feel Understood

B.2a


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Four Reasons We Fail to Communicate

 Failure to concentrate.

 Listening too hard.

 Jumping the gun.

 Focusing delivery on appearance.

B.2b


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Civilization is just a slow process of learning to respect one another.

Anonymous

B.2c


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Watch What You Show Body Language

 Defensive vs. Open and Inviting.

 Disinterested vs. Engaged.

 Nervous or Impatient vs. Calm and Focused.

B.3a


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Voice Power

When the phone rings, the sound of your voice is your most powerful customer service tool.

B.4a


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Positive Phone Personality Pointers

 Be alert.

 Be pleasant.

 Be natural.

 Speak distinctly.

 Be expressive.

 Be considerate.

B.5a


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Image-making Telephone Techniques

  Answer the phone promptly.

  Offer a greeting; identify yourself and your school, district, or department.

  Offer assistance.

  Personalize the conversation with the caller’s name.

  Listen carefully to the message (Get the correct name and number, and record the date and time of the call).

B.6a


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Use the Hold Button Considerately

 Explain why you need to put the caller on hold and ask permission first.

  If you keep the caller holding longer than 30 seconds, return with an update and ask if he or she wants to continue holding.

 Use the hold button rather than covering the phone with your hand or setting it on the desk.

B.6b


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Transfer Calls Only When Necessary

 Never transfer a caller unless you know where to transfer the call and you’re sure someone is available to take the call.

 Explain why and to whom you are transferring the call.

 Be sure the caller wants to be transferred.

 Don’t cut the caller off!

B.6c


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Screen Calls Tactfully

  Don’t interrogate the caller — “What are you calling about?” — instead try, “May I tell her what you are calling about?”

  Don’t make the caller feel as though the person they are calling is avoiding their call. Explain why the person is unavailable and offer assistance. “I’m sorry; he’s out of the building right now. Can I help you or put you through to someone else?”

  Offer to take a message or put the caller through to voice mail, if appropriate.

B.6d


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Be Sure Your Phone Is Covered in Your Absence

  Activate your voice mail with a message indicating when you will return.

  Make sure your voice mailbox is empty so that calls can be recorded.

  If you are forwarding calls to other people, make sure they know your calls are being forwarded to them.

B.6e


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Tips for Efficient Email Use

  Keep it short and to the point. If the reader has to scroll down to read the entire message, it’s probably too long.

  Place important information first.

  Determine a reasonable response time and then make sure you respond accordingly.

  Don’t use email as an excuse to avoid a face-to-face or phone conversation. Difficult or uncomfortable conversations deserve a more personal approach.

B.7a


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Tips for Efficient Email Use (continued)   Check grammar and spelling. Avoid trendy email

abbreviations and stick with those that are more mainstream (ASAP, FYI, etc.).

  Remember that email is subject to open records laws. Keep your communications appropriate and professional.

  Don’t use “reply all” unless everyone needs to know your answer.

  Check the “to” and “copy” lines before forwarding a message to people who already received it.

  Don’t use email broadcast lists to forward jokes and chain letters.

B.7b


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Tips for Efficient Email Use (continued)   Think twice before responding to a colleague’s

message with a cynical or disrespectful comment that might be misinterpreted.

  Don’t send an email in all upper case. It’s hard to read and is the electronic equivalent of shouting at someone.

  Double check the address before you hit the “Send” button.

  Add an automatic signature to your email that includes your name, title, school/office address, phone, fax and web site. This makes it easy for others to find the information they need to contact you.

B.7c

Documents

Section-B-Communicating-as-a-School-Employee