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P.E.R.S.O.N. centered service

P.E.R.S.O.N. centered service. Presented by: Dr. Mike Bosley Executive Dean, Lake Nona Campus. The art of hosting…. Let’s plan a party! What steps do you take? How do you make people feel comfortable? What makes you want to serve?. Strategies for P.E.R.S.O.N. centered service.

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P.E.R.S.O.N. centered service

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  1. P.E.R.S.O.N. centered service Presented by: Dr. Mike Bosley Executive Dean, Lake Nona Campus

  2. The art of hosting… • Let’s plan a party! • What steps do you take? • How do you make people feel comfortable? • What makes you want to serve?

  3. Strategies for P.E.R.S.O.N. centered service • People (students, other faculty/staff, community) are who we serve • Everyone is involved in providing quality service • Realistic service is important • Show people that you understand their situations, respect their needs, and sympathize with them • Open environment, where staff feel comfortable openly discussing mistakes, less-than-perfect service, policies and procedures that lock you into less than desirable service, and ways to improve • Not just a number, but a person, welcome people in a warm, equal, and friendly way

  4. Activity What does it mean to be person centered?

  5. Smiling Making eye contact (as soon as person approaches office) Giving a friendly greeting, playing the host role Eliminate barriers Accept request as reasonable and natural Dress conventionally Signal “You’re included” Actions that communicate Social Accessibility

  6. Frowning (or other disapproving expressions) Avoiding eye contact Waiting for visitor to speak Dominating or structuring the conversation Wearing powerclothes or unusual clothes that are not professional Signaling “I’m in the in-group; you aren’t” Actions that Communicate Social Distance

  7. Customer Service Customer is always right Do everything you can to make the customer happy Avoid exposing errors PERSON Centered Service Person is not always right, but they are always a person Help person understand their misunderstandings Acknowledge mistakes openly and work to correct them Differences

  8. Questions…Further Discussions

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