Delivering Exceptional Customer Service提供卓越的客户服务.pptVIP

DELIVERING EXCEPTIONAL CUSTOMER SERVICE PRESENTED BY STUDENT AFFAIRS SPECIAL PROGRAMS TEAM WELCOME TO CSN We are excited to have you on our team and want you to be proud to serve the students and faculty here by providing: GOOD ??? GREAT ??? EXCELLENT ??? EXCEPTIONAL – that’s it Customer Service CUSTOMER CONTACT IS A MOMENT OF TRUTH When “customers” first meet us they immediately form opinions about us and our organization. Those impressions include things about character, efficiency, and friendliness. They will decide in 7 seconds from 11 impressions whether they… Like You Dislike You Indifferent … that will largely determine the satisfaction of their experience (and yours) 1- Cleanliness 2- Warmth (engaging) 3- Credible 4- Knowledgeable 5- Responsive 6- Friendly 7- Helpful 8- Understanding 9- Courteous 10- Confident 11- Professional 7-11 QUIZ PROFESSIONALISM Positive Attitude Attentive – listen and care (make them know they matter) Give accurate information, don’t be afraid to say “I don’t know, but I will find out” Friendly approach – watch for non-verbal and body language signs Eye contact (best response in 2 seconds) Learning to say no with tact and courtesy and confidence Stay positive Attention to detail Go the extra mile Use names whenever possible Work Ethics Punctuality Time Management Manage multi-tasking Follow the chain of command PROFESSIONALISM CONTINUED Etiquette Telephone Greeting Holds Transfers Workspace Clean from clutter Organized (know where to find things and put them back in their place) No food, drinks in covered containers Socializing limited to break times (includes Appearance Refer to handout for helpful guidelines COMMUNICATION Use Clear and Concise Communication and be the Problem Solver Verbal Speak clearly at an appropriate speed Be aware of your tone and inflections Give undivided attention Written business email and letters/memos Use correct grammar (no text talk or IM speak)