1. You’ve Got Customers! Effective Customer Service 1

2. Objectives: To understand who your customers are & what they need To know how to choose your attitude To develop an effective vocabulary To understand the importance of non-verbal communication To develop skills for dealing with the difficult customer To develop your customer service standards 2

3. Customer Service is a proactive attitude that can be summed up as: I care and can do. 3

4. Good Customer Service Experiences Poor Customer Service Experiences What are your… 4

5. Who are your customers?.... Parents Teachers Students 5

6. What do they want and expect from you?.... Timeliness Politeness Empathy Correct information 6

7. Ways to Give Something Extra: Choose your attitude Be communication savvy Pick your words carefully Know how to deal with difficult customers. 7

8. Choose Your Attitude! 8

9. Choosing Your Attitude! Listen to how you are speaking Answer the phone with a smile! Use positive language Take initiative and be proactive 9

10. Choosing Your Attitude! Select a customer-focused attitude Strive for constant improvement Set an example and walk the talk Be accountable Avoid complacency 10

11. Your non-verbal communication impacts customers! 11

12. Words are Powerful. 12

13. Don’t get hooked by angry customers. 13

14. What is the hook the customer is throwing out? What next… I want your principal's phone number now, so I can check with them to see if you are giving me the right information. I want to speak to someone, … anyone, who knows what they are talking about. You sure don’t! 14

15. How could you give your boss, co-workers, and customers something extra? 15

16. SMART Customer Service Goals Specific Measurable Attainable Realistic Time Focused 16

17. Develop a customer service checklist of your skills… Answer the phone with an up-beat tone 100% of the time. 17

18. Thank-You Maddy Weisz (Training Analyst) Office of Human Resources Ohio Department of Education 614-644-4005 1-614-877-6334 madeline.weisz@ode.state.oh.us 18