1. campus customers
Michelle Baker
phase(two)learning

2. Welcome!
Tell us about yourself!
• Your name
• Your role
• Something you’re hoping to
get from today’s session

3. Welcome!
Hi, I’m Michelle!
Learning Strategist, phase(two)learning
Manager, Learning & Development, Finish Line
Let’s connect!
LinkedIn
linkedin.com/in/mbaker826
Twitter
@MichelleLBaker
Blog
phasetwolearning.wordpress.com
Email
phasetwolearning@gmail.com

4. Today’s Agenda
• Welcome, introductions, session overview
• Reputation Matters
• Customer Service at Ball State Today
• Who is Your Customer?
• What are Your Customers’ Needs?
• How Does Your Customer Contact You?
• Can You Resolve the Issue?
• Handling an Upset Customer
• Exceeding Expectations, Building Relationships,
Making a Difference
• Action Planning
• Key Messages, Final Thoughts

5. matters

6. Why Do Customers Leave?
Let’s discuss:
Out of 100 customers, how
many leave because they…
Die?
Move away?
Influenced away by friends?
Lured away by competition?
Dissatisfied with product?
Receive an attitude of
indifference by the service
provider?
Source: American Society for Quality

7. The Good, the Bad and the Ugly
With your table group,
discuss your own
POSITIVE customer
service examples:
When did you have a great
customer experience…
• At a store?
• In a Restaurant?
• Over the phone?
• Online?

8. The Good, the Bad and the Ugly
With your table group,
discuss your own
NEGATIVE (or downright
UGLY!) customer service
examples:
When did you have a poor
customer experience…
• At a store?
• In a Restaurant?
• Over the phone?
• Online?

9. The Good, the Bad and the Ugly
With your table group,
fill in the blank:
“We want Customer Service at
Ball State to have the reputation
of being _______________.”
List as many traits, behaviors and
characteristics as you can think of
on your flip chart.
(We’ll discuss as a large group)
Regardless of your role or
which department you are in!

10. Systems or People?
Let’s discuss:
Looking at our lists of desired
“reputation goals,” will these be
achieved by SYSTEMS or
PEOPLE?

11. People make or
break an
organization.

12. Make it Real!
Time to reflect:
In your handout, write down
your key takeaway from this
section.

13. at Ball State
Today

14. What’s working well today?
Let’s discuss:
Share some examples of GOOD
customer service today at Ball
State!

15. What’s working well today?
Let’s discuss:
What are some areas of opportunity
that would improve customer
service at Ball State?
If your campus customers were
sitting in this room, what would they
say about your department’s:
• Reliability?
• Responsiveness?
• Empathy?
• Competence?
• Warmth?
• One-interactionresolution?

16. Make it Real!
Time to reflect:
In your handout, list the
following:
• What is working well for
you and your department?
• What are the areas of
opportunity for you and
your department?

17. Customer?

18. Who is your customer?
Let’s make a list of the
different customers
you serve…
• Your “campus customers”?
• People outside the university?

19. Internal vs. External Customers
What’s the difference
between an internal
customer and an
external customer?

20. Internal vs. External Customers
Internal customer,
defined:
A customer within your
organization who uses your
products or services.

21. Who is your customer?
Let’s look at your
customers…
Who is “internal”, who is
“external”?
• Do you (should you?) handle
these customers the same or
differently? Why?
• Why does this matter?

22. Internal vs. External Customers
External customer,
defined:
A client who is directly affected
or uses the organization’s
products or services.

23. Whether it’s an
internal (campus)
or external
customer, they
deserve your
best. Every time.

24. Make it Real!
Time to reflect:
In your handout, list the
following:
• Who are the customers
YOU serve?
• Are they internal or
external customers?

25. Customer

26. Customer Needs
With your table group,
discuss the potential
customer service needs
for the customer
“profile” you are
assigned.
Time limit: 5 minutes
(we will debrief as a group)

31. Ask better questions, get better information!
The 3-Step Accordion
Question Model:
1. Start with an open-ended
question to gather information
2. Follow with a closed-ended
question to confirm or clarify
what the customer said
3. Repeat until you have the
information you need

32. Asking better
questions will
yield better
information…
information you
can use to truly
serve and delight
your customers.

33. Make it Real!
Time to reflect:
What do you already know
about your customers’ needs?
In your handout, list what
you’ve already identified
about your customers’ needs.
How can you better interact
with a customer to learn more
about his/her needs?

34. contact

35. What is “inclusive” customer service?
Inclusive Customer
Service:
Regardless of the method in
which a customer contacts
you, the experience should
be consistent and exceed
expectations.

36. Inclusive Customer Service at Ball State
How do customers
contact you?
• Face-to-face?
• Over the phone?
• By email?
• Via “snail mail”?
• On a website?
• Through social media?
• Through an app?

37. Advantages and Disadvantages
With your table group,
discuss the advantages
and disadvantages of
your assigned contact
method.
Time limit: 5 minutes
(we will debrief as a group)

38. How can we improve?
Each contact
method is vital to
providing
consistently
delightful customer
service!
How can we be more aware
of the service we provide in
each area?

39. delight
campus
customers

40. Regardless of
how customers
contact you, it’s
up to you to
discover their
need, exceed
their expectations
and truly delight
them!

41. Make it Real!
Time to reflect:
What channels do you use
regularly to interact with your
customers?
How can you use those
channels to personalize
interactions and truly delight
your customers?

42. (you deserve it)
See you in 10 minutes!

44. resolve

45. What does the Customer need?
What are the common
issues or questions
your customer has?
• What are the challenges?
• How can you overcome the
challenges?
• What resources do you have
to provide solutions?

46. Make it Real!
Time to reflect:
What are your personal
customer service/issue
resolution challenges?
What are some potential
solutions to overcome these
challenges?

47. upset

48. What happens when you can’t fix the issue?
What are the
implications of being
unable to resolve a
customer issue?
• What are the challenges?
• How can you overcome the
challenges?
• What resources do you have
to provide solutions?
• How do you escalate an
issue?

49. Communicating Negative Information
How can you
communicate
NEGATIVE information
in a POSITIVE way?
• It’s not always WHAT you say,
but HOW you say it
• Words + Tone & Inflection =
Reaction
How you communicate can elicit
a positive or negative reaction!

50. Emotional Trigger Words
Certain words escalate anger. Avoid
them – use calming words instead.
Triggers Calmers
It’s our policy… Here’s what we can do…
I apologize… I’m sorry…
I don’t know… I will find out…
But… And…
You should have… What others have found helpful…
The only thing we can do… The best option would be…
No problem… You’re welcome!

51. 3 Ugly Words
3 Words to Remove From
Your Vocabulary:
Can’t | Don’t | Won’t
(These words sound
negative, incompetent and unwilling!)
Replacethemwith:
Can | Do | Will

52. Let’s Try It!
With your table group,
try re-wording the
provided statements
using CAN, DO and
WILL.
Write them down…we’ll discuss as
a group!

53. Your Voice Matters!
Tone and inflection make
a difference in how a
customer responds.
Always consider your tone of voice –
it is the tool that can make or break a
customer interaction!
Let’s try it…

54. Your Voice (and Body Language) Matters!
Most communication is
non-verbal!
In communication, studies have
shown that:
7% = words
38% = vocal elements
55% = non-verbal

55. Let’s Discuss
With your table group,
discuss examples of
dealing with an angry
customer – either an
external or a campus
customer.
• What was the issue?
• Could you resolve the issue?
• If so, how?
We will discuss as a group!

56. Dealing With a Challenging Customer
Put on your SHADES to
handle a challenging
customer situation:
Stay calm
Hear them out…let the customer vent
Avoid emotional triggers
Deal with emotion first
Empathize, don’t sympathize
Solve the problem

57. Sympathy vs. Empathy

58. Sympathy vs. Empathy

59. Sympathy vs. Empathy

60. Sympathy vs. Empathy
Empathy is the ability to
mutually experience the
thoughts, emotions, and direct
experience of others.
Sympathy is a feeling of care
and understanding for the
suffering of others.
Both words have similar usage
but differ in their emotional
meaning.
Sympathy = Passive Empathy = Active

61. What you say to
an upset
customer won’t
have as much
impact as how
you say it.

62. Make it Real!
Time to reflect:
How do your customers
respond to negative
information?
Do you use the words CAN’T,
DON’T and WON’T?
How is your tone?
How can you be more aware
of your words, tone and
inflection and empathy?

63. Expectations
Relationships

64. Legendary Customer Service
Characteristics of a
Customer Service Star:
• Motivation
• Flexibility
• Energy & Enthusiasm
• Ownership

65. Meet | Exceed | Delight
With your table group,
discuss the customer
situation provided.
What would MEETING expectations look
like?
What would EXCEEDING expectations
look like?
What would DELIGHTING the customer
look like?
We’ll discussas a group!

66. Love what you do!
Motivation factors to love
what you do:
1. Respect for your immediate
supervisor
2. Feeling part of the organization
3. Comfort with the organization’s
culture
4. Finding meaning in your work
5. Ability to learn & grow in your
role
6. Commitment and maintaining a
line of sight to your customer
Source:CorporateExecutiveBoard survey

67. Direct Line of Sight
How do you impact the
customer experience?
Regardless of your role, it is
critical to identify and maintain a
direct line of sight to the customer
at all times.

68. It’s not enough to
meet
expectations.
Go above and
beyond to exceed
expectations and
delight your
customer!

69. Make it Real!
Time to reflect:
What motivates you in your
role and with your
customers?
How do you maintain a
direct line of sight to the
customer?

70. planning

71. Benefits of Action Planning
• Demonstrates that training is
not an end in itself.
• Links the key points of the
training process together and
• Sets targets for achieving
goals.
• Develops commitment by the
trainees to the tasks identified.

72. Your Action Plan
• Reflection activities in each
section is a starting point
• On your own, complete the
“1% Action Plan” in your
handout
• How will you achieve this?
• When will you see a change?

73. messages

74. Your Top 5
With your table group,
list and summarize your
top 5 takeaways from
today’s session.
Be prepared to share your list with
the group!

75. People make or
break an
organization.

76. Whether it’s an
internal (campus)
or external
customer, they
deserve your
best. Every time.

77. Asking better
questions will
yield better
information…
information you
can use to truly
serve and delight
your customers.

78. Regardless of
how customers
contact you, it’s
up to you to
discover their
need, exceed
their expectations
and truly delight
them!

79. What you say to
an upset
customer won’t
have as much
impact as how
you say it.

80. It’s not enough to
meet
expectations.
Go above and
beyond to exceed
expectations and
delight your
customer!

81. • Today’s slides
• Customer Service Zone (customerservicezone.com)
• Myra Golden (myragolden.com)
• Phone Pro (phonepro.com)