1. What do you see when you look in the MIRROR?
Presented by:
Charlie Libretto
College Loan Corporation

2. GREAT Customer Service
Starts with YOU
Ends with YOU
Is ALL about YOU!

3. What do you see in your MIRROR?
When is the last time you thought something positive about yourself?
Look in the mirror: what do you see?
Write down: 3 things you REALLY like about yourself
One thing you’re not happy with

4. Things to Ponder: “Everybody likes a compliment!” Abraham Lincoln
Recipe for making people dislike you:
Never Listen to anyone for long.
Talk incessantly about yourself.
If you get an idea while someone else is talking, don’t wait for her/him to finish. Just jump right in and interrupt in the middle of their sentence.
90/90 Rule: 90% of people like to talk about themselves 90% of the time

5. Secret to a good life?
Realize that you’ll never, ever be able to make anyone else happy in life until you are happy with YOURSELF!
Avoid cutting others down
Avoid over analyzing
Praise others frequently
Open your eyes to true beauty

6. What’s your glass look like?
Half empty?
Half full?
Over-flowing with wine?
My glass is full almost all the time!
REMEMBER: THE GRASS IS NOT ALWAYS GREENER!

7. How do you prepare for Success?
Daily? Weekly? Monthly? Ever?
Goals? Mental, Verbal, Written down
Evening preparation?
Mental down-time
Something all about you
Morning preparation:
Crack of dawn
Craziness begins (how you gonna handle it?)

8. Happy is being ALIVE every day!
Enjoy the little things (breathing, sun on your face)
Reward yourself
Stray away from negative people (bloodsuckers)
Find something good in everyone!

9. PERCEPTION is EVERYTHING!
How do you think others perceive you?
First impressions
Long-time friends
Family members
How do you want to be perceived?
If you are aware of this, how can you make some changes?

10. Playing the “OFFICE” game
Get your “game face” on
Realize that everyone is not your friend
Keep gossip to a minimum
PLEASE, PLEASE: don’t tell everyone in the office everything about your life
Always keep your eye on the TARGET
If something is wrong in the office, say it, but offer a solution
Don’t get caught up in the games: no one wins (high turnover)

11. Defining your Customers
External Customers
Students
Parents
Other family members
Community/Church
Potential donors

12. Defining your Customers
Internal Customers
Co-workers
Admissions
Student Accounts
Registrar’s Office
Faculty
You
Service Provider Customer

13. It Pays to Please
People will spend up to 10% more for the same product with better service.
When we receive good service, we will tell 1 to 3 people on average.
When we receive poor service, we tell up to 20 people.
An 82% chance exists that customers will repurchase from a company if their complaint is handled quickly and pleasantly.
If the service is poor, 91% of retail customers won’t go back to a store.

14. Importance of Body Language
Effectiveness of Face-to-Face Communication 7%
55%
38%

15. Eye Contact
Overdone – Stare person down with a hard gaze and never move your eyes off them (intimidating).
Underdone – Continue to stare at computer screen or paperwork (gives impression customer is not important).
Just Right – Immediate eye contact upon greeting customer and focus on whole face. Then look away from time to time during conversation to avoid staring.

16. Facial Expressions Overdone – Big fat grin when delivering bad news.
Underdone – Daydreaming, faraway gaze, blank look, poker face.
Just Right – Relaxed and pleasant facial expression – sets positive tone. Mirror customer’s mood.

17. Body Posture Nod appropriately.
Face the customer with your entire body.
Lean forward (look engaged).
Be careful with hand gestures.
Finger tapping, pen clicking, rattling loose change can indicate impatience.
Open hand gestures – gracious and softer.
Close fisted gestures & finger pointing – rude and intimidating.
Firm, friendly handshake.

18. Neatness Counts Personal grooming. Our desk and work areas.
Dirty fingernails.
Bad breath and/or body odor.
Dirty or wrinkled clothing.
Our desk and work areas.
Can give a positive or negative impression of how you run your business.
Hide stacks of paper.
Healthy odors!

19. It’s Not What You Say: It’s How You Say It
Inflection
Smile when talking on the phone
Breathe (deep, long and slow)
Avoid being a disc jockey
Use volume to control a fiery situation
Pace yourself to your customer’s rate and intensity of speech

20. Telephone Etiquette Pick up the phone within three rings
Greet the caller
Give your name
Ask the customer how you can help
Write down customer’s name in the beginning of call and use it at again at the end of the call

21. How to Put a Customer on Hold
Ask customer if you may put them on hold
Wait for a response
Tell customer why they are being put on hold
Give a time frame
Up to 60 seconds – This will take a few moments
1-3 minutes – This could take two or three minutes – would you like to hold or do you want me to call you back?
Eternity (over 3 minutes) – call back or return to the line every 30 seconds or so to inform them of your progress
Thank customers for holding after returning to the line

22. How to Transfer a Call
Explain why the caller is being transferred and to whom
Ask the customer if he/she minds being transferred
Make sure someone is there to pick up the call before you hang up
Tell the person to whom you are transferring the call the caller’s name and the nature of the call

23. How to Take a Message
Explain your coworker’s absence in a positive light
Give an estimation of time of your coworker’s return
Write down all important information and attach any pertinent files

24. Voice Mail
Avoid voice mail hell. Always leave the caller an “out” to a living, breathing human
Return calls within 24 hours
Change your greeting message as appropriate

25. Difficult Customers Let the customer vent
Be quiet – don’t interrupt
Don’t take it personally
Avoid getting trapped in a negative filter
Express empathy to the customer
I can see why you feel this way
That must be very upsetting
I understand how frustrating this must be
I’m sorry about this

26. Difficult Customers Begin active problem-solving
Gather any additional information you need
Double-check all the facts
Mutually agree upon the solution
Under-promise and over-deliver
Follow up (Score BIG Points Here!)
Phone call, or letter

27. QUESTIONS? THANK YOU!

28. “IT IS THE PERSON WHO IS NOT INTERESTED IN THEIR FELLOW WOMAN OR MAN WHO HAS THE GREATEST DIFFICULTIES IN LIFE AND PROVIDES THE GREATEST INJURIES TO OTHERS. IT IS FROM THIS TYPE OF INDIVIDUAL THAT ALL HUMAN FAILURES BEGIN.” SHOW AN INTEREST IN OTHERS!