1. LIBERTY Integrated Learning and Research Center U N I V E R S I T Y Customer Service Training Customer Service Training

2. LIBERTY Integrated Learning and Research Center U N I V E R S I T Y Customer Service Training Good customer service can be summed up with the acronym SMART. S ervice M ake their day A ttitude R eliability T eamwork

3. LIBERTY Integrated Learning and Research Center U N I V E R S I T Y Customer Service Training Service

4. LIBERTY Integrated Learning and Research Center U N I V E R S I T Y Customer Service Training Why Worry About Good Customer Service? We are all customers many times during the day We all like to be treated with respect We create a happier work place for ourselves Customers return to places where they are treated well To the customer, we are the ILRC. What we do reflects on the entire organization.

5. LIBERTY Integrated Learning and Research Center U N I V E R S I T Y Customer Service Training Who Are Our Customers?

6. LIBERTY Integrated Learning and Research Center U N I V E R S I T Y Customer Service Training There are two Types of Customers Internal Customers… are our co-workers. ILRC Faculty ILRC Staff ILRC Student Workers External Customers… are those who use the services we provide. LU Faculty and Staff LU Students Community

7. LIBERTY Integrated Learning and Research Center U N I V E R S I T Y Customer Service Training Giving Good Service to Internal Customers Maintaining a friendly, open atmosphere with co-workers is vital to providing good service. In a positive environment: Everyone does a better job. Everyone feels better about themselves and their job.

8. LIBERTY Integrated Learning and Research Center U N I V E R S I T Y Customer Service Training Giving Good Service to Internal Customers Communicate clearly with each other and… Reward co-workers with positive reinforcement. Offer support with tasks when you can. Honor promises to help. Make Co-workers look good in front of customers

9. LIBERTY Integrated Learning and Research Center U N I V E R S I T Y Customer Service Training Giving Good Service to External Customers Remember… All employees serve external customers … even if they do not see them. Tasks done “behind the scenes” are vital to providing quality help at the public service desks.

10. LIBERTY Integrated Learning and Research Center U N I V E R S I T Y Customer Service Training To Encourage Customers to Return Consider the feelings of the customer … not just their specific need People base decisions on their feelings Why Customers stop doing business 1% die 3% move away 5% develop other relationships 9% do business with competition 14% dissatisfied with product 68% upset with treatment they received

11. LIBERTY Integrated Learning and Research Center U N I V E R S I T Y Customer Service Training Giving Good Service to External Customers Treat each customer like a valued individual by… Being respectful and courteous. Communicating clearly. Saying the person’s name. Treating everyone with the same standard of excellence

12. LIBERTY Integrated Learning and Research Center U N I V E R S I T Y Customer Service Training Giving Good Service to External Customers Listen carefully to understand the real need of the customer by… Concentrating on the speaker. Avoiding interruption or jumping to conclusions. Providing feedback to their questions. Restating the speaker’s need as understood. Asking for clarification or confirmation.

13. LIBERTY Integrated Learning and Research Center U N I V E R S I T Y Customer Service Training Giving Good Service to External Customers Do the best you can to meet customer’s needs by.. Taking pride in doing your job well. Train to learn all you can about your job. Keep up-to-date with new skills and ILRC changes. Doing more than is expected.

14. LIBERTY Integrated Learning and Research Center U N I V E R S I T Y Customer Service Training Giving Good Service to External Customers Refer customers when you do not know the answer Be careful so that customers do not end up in an endless cycle of referrals leading to a dead end.

15. LIBERTY Integrated Learning and Research Center U N I V E R S I T Y Customer Service Training Giving Good Service to All Customers Questions to ask the customer Has your need been met? Is there anything else I can do for you? Thank them for the coming in.

16. LIBERTY Integrated Learning and Research Center U N I V E R S I T Y Customer Service Training Giving Good Service to All Customers Questions to ask yourself Was I approachable and welcoming? Did I show interest? Did I listen attentively? Did I answer their question or give them service to the best of my ability?

17. LIBERTY Integrated Learning and Research Center U N I V E R S I T Y Customer Service Training Make Their Day

18. LIBERTY Integrated Learning and Research Center U N I V E R S I T Y Customer Service Training Make Their Day Go beyond what the customer expects. Look for ways to make the customer glad they came to the ILRC. Ex: If possible take someone to the location they are trying to find instead of pointing the way.

19. LIBERTY Integrated Learning and Research Center U N I V E R S I T Y Customer Service Training Make Their Day Go beyond what customers expect …. Ex: Tell customers what you can do when you cannot fulfill the request they way that they asked. Be pleasant and look like you really are happy to help them. Learn the customer’s name and use it.

20. LIBERTY Integrated Learning and Research Center U N I V E R S I T Y Customer Service Training Attitude

21. LIBERTY Integrated Learning and Research Center U N I V E R S I T Y Customer Service Training Attitude Is Infectious Attitude is the first thing people pick up on in face-to-face-communication. Before you say a word, your attitude creates an impression and can cause people to respond to you in the same manner.

22. LIBERTY Integrated Learning and Research Center U N I V E R S I T Y Customer Service Training Appearance is important. First impressions matter! Poor grooming sends a message of poor service. How you look determines how you feel. If you look professional, your attitude will be more professional. Body language is a result of mental attitude. Choosing a good attitude results is proper positive body posture.

23. LIBERTY Integrated Learning and Research Center U N I V E R S I T Y Customer Service Training Appropriate Body Language Tone of voice and body language influence how people perceive you. Proper posture – Sitting up conveys professionalism. – Slouching shows a of lack of interest. Facial expression – Smiling makes customers feel welcome.

24. LIBERTY Integrated Learning and Research Center U N I V E R S I T Y Customer Service Training Appropriate Body Language Eye contact – Making eye contact makes the customer feel important and focuses your attention on them. Total Attention – Giving your undivided attention to the customer shows interest. – Turning away from personal activity keeps you from looking distracted or disinterested in their question.

25. LIBERTY Integrated Learning and Research Center U N I V E R S I T Y Customer Service Training Listen Carefully Stop Talking! – You can't multi-task speaking and listening.listening – If you're talking, you're not listening. This also applies to talking inside your head. – If you're thinking intently about what you want to say, you're not listening to what is being said.

26. LIBERTY Integrated Learning and Research Center U N I V E R S I T Y Customer Service Training Ask Good Questions Ask questions to show that you are genuinely interested. – You will better know how to help customers if you learn to ask good questions. People appreciate, respect and value others who are great listeners.

27. LIBERTY Integrated Learning and Research Center U N I V E R S I T Y Customer Service Training Reliability

28. LIBERTY Integrated Learning and Research Center U N I V E R S I T Y Customer Service Training Be Dependable If you promise to do something for another person … follow through. If you cannot fulfill your promise let the person know why you can’t. Be consistent.

29. LIBERTY Integrated Learning and Research Center U N I V E R S I T Y Customer Service Training Be Dependable Do your own job faithfully so that others can depend on what you produce. Often others cannot complete their job if your part is not complete.

30. LIBERTY Integrated Learning and Research Center U N I V E R S I T Y Customer Service Training Teamwork

31. LIBERTY Integrated Learning and Research Center U N I V E R S I T Y Customer Service Training Offer to help your fellow workers whenever you can. Encourage those you work with. Compliment others when they do a good job. Thank others when they lend you a helping hand.

32. LIBERTY Integrated Learning and Research Center U N I V E R S I T Y Customer Service Training Special Circumstances

33. LIBERTY Integrated Learning and Research Center U N I V E R S I T Y Customer Service Training Telephone Etiquette Be prepared: Keep pen and paper handy to take down messages. Make sure to write down: Name of person calling Organization or office they represent Phone number / Date and time of call Message Leave the message where the intended receiver can find it easily.

34. LIBERTY Integrated Learning and Research Center U N I V E R S I T Y Customer Service Training Begin calls with a friendly greeting. Identify yourself and your service area. Ex: “ILRC Information Desk. This is Laurie. How may I help you?” Put a “smile” in your voice. Smiling relaxes the vocal chords. If the person gives their name, use it in responding to them. Telephone Etiquette

35. LIBERTY Integrated Learning and Research Center U N I V E R S I T Y Customer Service Training Explain that you will need to transfer the call. Explain who you are transferring the call to and give the caller the name (if appropriate) and the number of that person or department. Ex: “I need to transfer you to Amy in the ________ office. The number there is _____.” Press the transfer button and dial the number. contd. Transferring Calls

36. LIBERTY Integrated Learning and Research Center U N I V E R S I T Y Customer Service Training When your destination person answers tell them that you are transferring a call to them and give them the following information: The name of the caller. The nature of the caller’s question. Press the transfer button again and then hang up. contd. Transferring Calls

37. LIBERTY Integrated Learning and Research Center U N I V E R S I T Y Customer Service Training If no one answers or you get voice mail….. Press “End call” and the round key next to the blinking original caller. This will put you back on line with him/her. Tell the caller that the party is not in and ask if he/she wants to leave a message. contd. Transferring Calls

38. LIBERTY Integrated Learning and Research Center U N I V E R S I T Y Customer Service Training If the caller wants to leave a message… Press transfer again. Dial the desired number. Hang up as soon as the phone begins to ring. Transferring Calls

39. LIBERTY Integrated Learning and Research Center U N I V E R S I T Y Customer Service Training Irate Customers Stay Calm Remember LEAPS: Listen to what is said. Empathize with the situation. Apologize. Ex: “I’m so sorry that happened….” (Be) Positive. Suggest a solution.

40. LIBERTY Integrated Learning and Research Center U N I V E R S I T Y Customer Service Training Irate Customers Do not hesitate to find a Supervisor or staff member if you feel threatened or uncomfortable! If no Supervisor or staff member is available, do not hesitate to call LUPD at 3911 !

41. LIBERTY Integrated Learning and Research Center U N I V E R S I T Y Customer Service Training Make directions simple and clear. Give the simplest route, not the shortest. Use maps available at the service desks. Call the intended destination for directions if needed. Ex: “Dr. ____, there is a student here that needs to speak with you, can you tell where your office is located?” Use specifics and landmarks to explain. Avoid jargon and abbreviations. Giving Directions

42. LIBERTY Integrated Learning and Research Center UNIVERSITY Customer Service Training Final Note Good customer service is often just a matter of common sense combined with good character. Your efforts are important to the ILR and to the University because without you the needs of students, faculty, and staff cannot be met. You are a part of the team that helps to shape the image of the University. This is a privilege and a responsibility.