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Welcome!. http://www.youtube.com/watch?v=m3WtyqJzLAI. The Key Puzzle Piece: Putting Your Best Foot Forward. Who are your customers? Record your answers on the puzzle pieces . You Make a Difference: Celebrating the Value of Our Work.
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Welcome! http://www.youtube.com/watch?v=m3WtyqJzLAI
The Key Puzzle Piece:Putting Your Best Foot Forward Who are your customers? Record your answers on the puzzle pieces
You Make a Difference: Celebrating the Value of Our Work Think-Pair-Share: A personal story of when you made a difference for a customer One example per table will be shared
Relationships Attributes • What makes relationships tick? • What makes relationships tense?
Relationships Attributes What makes relationships tick? Respect Cordiality / Friendship qualities Situations match expectations Trust Listening Empathy Confidence Support Presence Appreciation Positive Assumptions Cultural Understanding (not limited to race)
Relationships Attributes What makes relationships tense? Rude behavior Inconsiderate choices Isolation or ignored Derision Violating one’s dignity Blaming / demeaning Unclear expectations/ wishes Cultural misunderstandings (either party)
RELATIONSHIPS It’s all about perceptions, feelings, and communication. “The most basic of all human needs is the need to understand and be understood. The best way to understand people is to listen to them.” - Ralph Nichols
What obstacles get in the way for customer satisfaction ? What practices are already in place that might mitigate this? Customer Satisfaction
COMMUNICATION “Communication leads to community, that is, to understanding, intimacy and mutual valuing.” -Rollo May
COMMUNICATION& CUSTOMER SERVICE Shep Hyken Amazing Customer Service Taxi Cab Story http://www.youtube.com/watch?v=YG48U5iPESA
CONCERNS Positive Assumptions Trust Know that all concerns should be raisedwith the person involved. “I-Messages” help us to challenge the action and not the person. Listeningis a key tool in resolving the issue. Repeat back what you have heard. If no resolution, determine who is the next step in theconcern process. Always set acheck-back date to monitor the process.
RELATIONSHIPS It’s about supporting, leading, mirroring civility, speaking and listening.
TEAMWORK “Teamwork is the ability to work together toward a common vision. The ability to direct individual accomplishment toward organizational objectives. It is the fuel that allows common people to attain uncommon results. ~Andrew Carnegie
Advanced Customer Service • Be first to make contact • Don’t look like a goofball • Don’t act like a goofball • Don’t blame management, policy, your colleagues, or “they.” • When you listen, make sure you hear • Minimize inconvenience • Don’t lie • Mean what you say • Know their names • Ask for feedback
Customer service is straightforward stuff. Every time you deal with a customer – a parent, a student, a community member, a staff colleague – mentally slide into that person’s shoes. Ask yourself how you would like to be treated. Then do that. Adapted from Banach, Banach & Cassidy & Farmington Public Schools Advanced Customer Service
The Best Foot Forward Johnny, the Bagger http://www.youtube.com/watch?v=tDrmFolx2wc http://www.youtube.com/watch?v=tDrmFolx2wc http://www.youtube.com/watch?v=tDrmFolx2wc http://www.youtube.com/watch?v=tDrmFolx2wc
Personal Reflection: What strategy or strategies can I add to my repertoire that will enhance my role as an ambassador for my organization?
Thank You! http://www.youtube.com/watch?v=m3WtyqJzLAI MaryBeth SiKora, MA, LPC 248.426.4876 MaryBeth.SiKora@farmington.k12.mi.us Lasenia Jones, Ph.D. 248.426.2633 Lasenia.Jones@farmington.k12.mi.us
