Excellence In Customer Service

Excellence in Customer Service Alana Seddon, Presenter Saturday, November 1, 2008 4:15-5:30pm

Excellence in Customer Service ,[object Object]

Goals ,[object Object],[object Object],[object Object],[object Object]

Packet Overview ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Workshop Checklist ,[object Object],[object Object]

What is Customer Service? ,[object Object],[object Object],[object Object]

Why is Customer Service important? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

What Results can it Yield? ,[object Object],[object Object],[object Object],[object Object],[object Object]

People Involved Parents/ Students Faculty Staff Director

Activity ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Topics to Consider ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

How? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Choose a Leader ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Engage your staff ,[object Object],[object Object],[object Object],[object Object]

Indentify Strengths & Weaknesses ,[object Object],[object Object]

Identify common complaints ,[object Object],[object Object],[object Object]

Define common Resolutions ,[object Object],[object Object],[object Object],[object Object]

Specifics – Equip your staff ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Activity ,[object Object],[object Object],[object Object]

Dealing with Unhappy Customers ,[object Object],[object Object],[object Object],[object Object],[object Object]

What not to do with unhappy customers ,[object Object],[object Object],[object Object],[object Object],[object Object]

Defusing their frustration ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Establishing the Whole Picture ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Review policies & procedures ,[object Object],[object Object],[object Object],[object Object]

Review website text ,[object Object],[object Object],[object Object]

Revise (or create) a staff training manual ,[object Object],[object Object],[object Object],[object Object]

Revise (or create) an employee handbook ,[object Object],[object Object]

Revise standard interview questions for potential employees ,[object Object],[object Object],[object Object]

Review staff access to general information ,[object Object],[object Object]

Review office physical layout ,[object Object],[object Object],[object Object],[object Object]

Revise (or create) surveys ,[object Object],[object Object],[object Object],[object Object]

What has Hartt done? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Customer Service Survey (see handout) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Equip your Staff (see handout) ,[object Object],[object Object]

Creating a Plan of Action ,[object Object],[object Object],[object Object]

Resources ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

What is Customer Service? ,[object Object]

Excellence in Customer Service ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Excellence In Customer Service

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Excellence In Customer Service