Triena Bodart Asssistant Director, UW-Milwaukee

Customer service is the act of taking care of the customer's needs by providing and delivering professional, helpful, high quality service and assistance before, during, and after the customer's requirements are met. The process of ensuring customer satisfaction with a product or service. Often, customer service takes place while performing a transaction for the customer, such as making a sale or returning an item. Customer service can take the form of an in-person interaction, a phone call, self-service systems, or by other means. Give a man a fish…..

Teach a man to fish…. Meeting the expectations of the customers and giving them more than what they expected. The work of looking after customers and ensuring their satisfaction with one's business and its goods or services. It’s the next level of intentionality

Choose your Attitude PLAY Make their day Be present

Determines your Altitude When the student is ready the teacher appears Create your own Menu Where does this come in to play for you?

SMILE (It really is contagious…) They should hear it in your voice when you answer the phone or when you talk with them You can be professional and play at the same time as long as you are respectful Where does this come in to play for you?

Create the good memories Involve them in their story Develop a positive flow of energy When you say “How are you?” Do you really mean it? Empower them Where does this come in to play for you?

Listen with your ears and your heart Go beyond what they are asking; microcounseling skills are an asset Ask them to tell you more; don’t assume. It is all in how you talk to someone Signs of their own personal development Where does this come in to play for you?

Understanding where your students are at and meeting them there As the name indicates, the "Student Services" perspective articulated that students ought to be provided with the services that benefit knowledge acquisition. Students learn both in and out of the class

Student Development Theorists: Chickering Josselson Astin Tinto Schlossberg Perry Kohlberg Kolb In loco Parentis

Educational moments? Intentional Living? Put the WOW factor in to your work How you speak with someone can make all the difference in the world

Stakes are high Opinions Vary Emotions High (fight or flight ~ a physical response)

The art of being intentional on the spur of the moment….

We resort to Silence or Violence

The pool of shared meaning is the birthplace of synergy Everyone shares ideas, has level of commitment to conversation Everyone can and should learn to do this

Have a Heart Learn to Look Make it safe Mastering Stories State Your Path Other’s Paths Put it to action

What do I really want for myself? What do I really want for others? What do I really want for the relationship?

Physical signals (Flushed face, stomach upset), behavioral signals (louder voices, pointing finger or going silent) Emotional signals (afraid, hurt, angry) (ask for examples) Intuitive?

When two conditions are jeopardized, it no longer feels safe ~Mutual Purpose ~Mutual Respect

This is a whole workshop Provides tools and concepts to utilize

You must stop looking at the content of the conversation and acknowledge the behavior by doing this you can address the safety of others and then step back in to the conversation. Questions of the heart: What do I want for me? What do I want for others? What do I want for the relationship? OR~ Do others believe I respect them?

Enable your self to be intentional.

Embrace it

Be honest with yourself What triggers it

It impacts your ability to make choices You have to motivate yourself Initiative is critical

Higher level of professionalism What you do can impact others

“ ” Paul Wesselmann, The Ripples Guy Unleash the ripples of compassion & kindness

Thank you ~