1. CUSTOMER SERVICE How to provide the best customer service
NEOPHYTE 2018
Presented by: Danette Burgess
Assistant Director, American University

2. What is customer service?
The assistance and other resources that a company provides to the people who buy or use its products or services.
Source:

3. Why is customer service important?
Customers make our job possible
Good customer service = satisfaction, pleasant impression of the office, university and staff
Poor customer service = complaints, families being misinformed

4. Think Like a Customer Put yourself in their shoes
When someone calls or comes in for customer service they are looking for:
Questions to be answered
Problems to be resolved
Primarily looking for an empathetic and listening ear
Solutions and assistance to reach a particular goal

6. How do you provide “GOOD” customer service?
SMILE- first impressions are most important (in-person OR by phone)
POLITE- always look a person in the eye, respond politely (pick-up on social cues)
LISTEN- allow customer to talk and provide info about their concern (read between the lines)
SUMMARIZE - reiterate what they told you for clear understanding
5. PROMISE- only what you CAN deliver

7. Be a Good LISTNER

8. Solve Problems, Don’t Create Barriers
Tell them what you can do, not what you can’t!
I’m not the right person to help you…
I can transfer you to the department
I don’t know…
I can call you back with that information
I’m not authorized to do that…
I’ll can ask my supervisor for authorization
I can’t give you an answer right now…
I will try to locate an answer or give you one as soon as I know

9. Using the Right Language
Try not to use “Command” language…
“Give me your student ID number”
Can you provide me with your student ID number please?
“Your name”
May I have your name please?
“Hold please”
May I place you on hold please? Thank you!

10. UPSET STUDENTS AND FAMILIES

11. Tips to Deal with an Irate Customer
Don’t take it personal
Remain calm
Use your best listening skills
Actively sympathize
Apologize gracefully
Find a solution
Take a few minutes to explain how your are going to resolve the issue (if an issue exists)
You can not control what someone says, but you CAN control how you react to it!

13. Turn NO to Yes Is their a way to get it done?
Can you go the extra mile?
Identify creative ways to help your customers
Fulfill all reasonable requests

14. Conclusion Make every customer feel important
Good customer service is critical to perception
Think like a customer
Be a good listener
Follow up and follow through
Turn “No” into “Yes”
Go the “extra mile”

15. Danette Burgess Assistant Director American University