Sandusky City Schools’ Customer Service Initiative Professional Development Dr. Eugene T. W. Sanders Superintendent and Chief Executive Officer

Customer Service Friday, August 30, 2013

Mrs. Faith Denslow Board-President Welcome

Goals Understand the Importance of Customer Service Identify Internal & External Customers Our Customer Service = Our Success Student Achievement in relation to our Customer Service Listen to feedback and answer questions about our schools and plans for transformation, change and reform

WHO ARE CUSTOMERS? The most important person in any business! Our students Their caregivers The community

FACTS ABOUT CUSTOMERS Customers will go where they receive the best attention.. HENCE, WE MUST BE OUR CUSTOMERS’ BEST CHOICE! Typical dissatisfied customer will tell 8-10 people 7 out of 10 complaining customers will do business with you again if you Resolve the complaint. Human beings with feelings & deserve to be treated with respect A person that comes to us with their needs and wants. – It is our job to fill them! They deserve the most courteous attention that we can give them.

Types of customers Internal: Group of people you may interact with/serve within the organization o Principals, teachers, students o cafeteria workers, IT, custodial workers, o Transportation, office staff, departmental..etc. External: Someone who comes to your organization for products or services o Parents: Choice o Open enrollment in other districts o Home School o Online Learning o The Community Levy supporters, area business’, local government

Complaint Handling Appreciate and thank the customer for the feedback Offer an apology for inconvenience, error or mistake Show empathy- put yourself in their place Listen actively (in person: nod; phone: interjections showing your interest) Resolve- if it’s within your control, if not, bring it to the attention of the appropriate person If not an immediate resolution- take down the customers: name, number, address to Follow Up * Don’t take it personal!!!

Complaint Handling Angry Caller/ Front Office: o Let them finish; don’t interrupt o Be firm yet polite o Always Remain Professional * Don’t take it personal!!!

Transforming our schools to meet the Global Challenge in the 21 st Century Meeting the needs of parents regarding the Sandusky City Schools educational experience Partnering with leading industries to create aligned priorities for student growth, economic viability, and building families who live, work, and play in Sandusky

Transforming our schools to meet the Global Challenge in the 21 st Century Reinventing public education in Sandusky Reassessing our commitment to meet the expectation of global economy

Next Level

Photo courtesy of Tim Fleck

Role Play

Great Qualities Accuracy Friendliness Timelines Efficiency Courteous Honesty When on the phone: S - Smile- as if the person is standing in front of you. It does show in your voice. M - Manners- Give a greeting and the name of the department and your name. Always ask before placing a call on hold I - Inflection- use properly L - Language- use language the caller understands E - Ending- let the caller end the call. Never hang up first

EXCELLENT CUSTOMER SERVICE When a customer gets a little more than what he/she expected, Good Service Becomes Excellent Service Quotes: Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves." - Steve Jobs, Apple "It is not the employer who pays the wages. Employers only handle the money... It is the customer who pays the wages."- Henry Ford, Ford Motor Company "We see our customers as invited guests to a party, and we are the hosts. It's our job to make the customer experience a little bit better."- Jeff Bezos, Amazon.com "The best way to find yourself is to lose yourself in the service of others." - Mahatma Gandhi

$1 Million Gift from the Dorn Foundation

Sandusky City Schools’ OUR PRIORITIES Create Competitive Choices for Students and Families: Regional Center for Advanced Academic Studies Compass Academy

Sandusky City Schools’ OUR PRIORITIES The District’s Transformation Committee The Next Level Academic Model Build on our tradition, pride, and spirit of excellence (marketing and communication) Blended Learning Opportunities (increase in technology as a learning tool)

New!! All Building Comment Card Box 5- Elementary bldgs. - located near main entry door in each building 1-SCC- Outside office door 1-SMS- top of the steps near the office 2-SHS - located outside of the main office door & at the rear hall intersection of cafeteria and gym 1-RCAAS - located near main entry door 1-Admin. Bldg. - located near main entry door

Sandusky City Schools District Phone Greeting Admin Asst: Good Morning/Afternoon. Thank you for calling “location”, where we value pride, tradition and excellence. This is “surname” how may I help you? Transferred Calls Procedure: Provide caller the assigned extension/phone number for the requested staff member. Press transfer, dial extension, and speak to staff member at that extension. Admin Asst: Hello, “staff member name”. “Surname of caller”, I understand you have question about “X”. I am transferring you now. Staff member call is transferred to: Hello, this is “staff member surname”. “Surname of caller”, I understand you have a question about “X”. Response Times Phone calls: 24 Hours 24 Hours Written Communication: 7 Business Days

Tips for Good Customer Servi c e SMILE Be Presentable/ well groomed Make eye contact if in person SMILE Be a good listener and Show interest Make them feel important and appreciated SMILE Identify and anticipate needs Be Knowledgeable SMILE Save them time; Resolve Issues Use positive, verbal, body language

Our Purpose, Our Goal, Our Success!

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