1. Great The “Swiss-Army Knife” of Student Retention Customer Service: Presented by: Dave Warneking and Peggy Duncan February 15, 2011

2. Session Agenda Presentation ~15 minutes Group Discussion – Automation Group Discussion – Prioritizing Service

3. Overview The Welcome Listening Parsing the Message Setting Expectations and Goals What to Promise Follow-up and Conclusion

4. The Welcome Environment Perception Personality Respect

5. Listening Focus Write it down

6. Parsing the Message Read Back / Repeat Get Clarification Look for cues Core Issue

7. Setting Expectations and Goals Support your organization Handoff You have control Give responsibility for following up to the customer

8. What to Promise Only promise that which you can deliver

9. Follow-up and Conclusion You’re already done! Set calendar reminders Refine procedures Communicate internally Swiss-Army Knife Analogy

10. Sources Presentation Design: https://it.usu.edu/fact/files/uploads/PP_BestPractices.pdf https://it.usu.edu/fact/files/uploads/PP_BestPractices.pdf Customer Service Fundamentals: School of hard words Too many mistakes so we quit counting “I told you so!” Late night thoughts “I should have …”

11. fin

12. Automation What works now? What’s broken or weak? Communication Quality

13. Prioritizing Service Identifying “JOB ONE” Taking care of internal and external customers The right people in the right place