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What is the to Customer Service? . Is for all employees to be responsible for creating and maintaining a friendly, informative, and, supportive business environment for their external and internal customers. . The to Customer Service
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1. Common Sense Customer Service
All the people we come into contact with
during the day are our customers.
Customers include students, parents, visitors,
co-workers, and the communities WCJC serves.
How we treat each of these customers has a ripple
effect on each of us and those we serve.
2. What is the to Customer Service?
3. Is for all employees to be responsible for creating and maintaining a friendly, informative, and, supportive business environment for their external and internal customers.
4. The first to Customer Service is Good Office Etiquette.
5. Good Office Etiquette demands that we be:
6. All WCJC employees should
7. Greet customers when they enter their area! Never allow a customer, internal or external, to feel ignored.
8. Acknowledge their presence, Introduce themselves, and Offer to assist them.
9. Students, parents, faculty, support staff, and administrators should always feel welcome in WCJC offices and on the WCJC Campus.
10. Excellent service should be provided to all WCJC customers at all times!!! Customers should never feel intimidated and should always be treated with dignity and respect.
11. WCJC employees should actively listen to the customer to determine how to direct or assist them with their questions or concerns.
14. All external customers should feel each of us at WCJC cares about their needs, and each and every external customer should leave the college feeling they were treated fairly and equitably. by WCJC and its employees.
15. Good office etiquette is just as important with internal customers as it is with external customers!
16. The relationship between the staff in an office, and within the organization, should always be one of: Mutual respect,and Concern
17. WCJC employees should view emergencies and priorities not individually, but as a team!!!
18. A cooperative team approach can meet the challenges of the day.
19. Proper office etiquette calls for you to be:
20. Remember !!! The to good customer service is to treat customers like we want to be treated even in the most stressful situations.
21. to good customer service is responsible communication. The Second
22. Effective communication is the responsibility of all employees. Each person is responsible for: Communicating clearly, and Listening effectively.
23.
Responsible communication
means being sure the
information shared is
understood in the proper
context.
24.
WCJC employees should
answer customer questions
and concerns with positive
and precise information.
25. Never say I cant help you or I dont know.
26. Good customer service
requires
finding the proper resource
person to assist the customer
if you are unable to provide all
the requested information.
27. Customers, after completing
their transactions with you,
should have a positive image
of you and the College.
28.
It is the responsibility of
each employee to promote
WCJC and the contributions
the College makes to its
students and the
community.
29. to customer service is professionalism.
30. WCJC expects professional behavior from all employees.
Your professionalism shows in
the way you speak to your
customers and co-workers.
31. of professional behavior are: . Positive patience, and . Positive attitude and manner.
32. WCJC expects professional behavior from all employees!
33. Professional behavior
obligates employees to be:
Prepared,
Skilled, and
Knowledgeable.
34. Essential Elements to
Professionalism
Regular attendance
35. Being on time, Dressing professionally, and
36. Not Watching The Clock
37.
Employees who communicate
professionalism have:
Attentive listening skills,
Are quick, and
Are enthusiastic in
responding to
requests
38. You ARE WCJC to your customers!
39. Your level of professionalism will determine how your customer feels about the College and will help determine the success of the College in the community we serve.
40.
Your professionalism in your position will ensure that WCJC customers continue to return to our College for their educational needs through many generations.
41. is telephone etiquette.
42. Telephone calls should be answered within three rings.
44. will be reflected in your voice to the customer on the other end of the phone.
45.
Employees should always:
Identify their department
and
Provide the caller with their name.
46. If you must locate some information
to assist the caller,
always put the caller
on hold.
47. It is not appropriate for the caller to hear anything going on in the office or anything that might be discussed in trying to assist the person.
48. If you must take a message, be
sure to obtain accurate and
complete information.
49. At the very minimum the following should be obtained: 1. Name of caller, 2. Date and time of call, 3. Callers phone number, 4. Brief explanation of reason for the call, and 5. Your name.
50.
If you are screening calls for a
person or department,
do so diplomatically.
An example of diplomacy would
be to say a person is out of the
office rather than to say they are
at lunch.
51. Be polite when screening calls, but do not provide a specific time a person will return a call.
52. Inform callers when the employee is:
Out of town, or
Out of the office for an
extended period.
Ask the caller if someone else can
assist them. Determine who to refer
the caller to and inform them who
you are referring them to.
53. WCJC employees are
expected to return calls
promptly and, when
possible, return them the
same day
they are received.
54.
If a caller must be
transferred:
Advise the caller you are
transferring them.
Provide them, in case they are disconnected, with the name, department, and telephone number that can assist them.
55.
If possible, when transferring:
Stay on the line
Identify the caller to the
next individual
Explain what action/comments
you have already taken/made
56.
In Summary:
Satisfied customers tend to
bring new customers to the
Colleges doorstep.
57. Good customer service representatives remember that even as difficult as a day may have been,quality customer service must be provided at all times to all those that we serve.
58. Always remember:
Just because you have answered the same question a 100 times
Today,
this week,
or this year
it is the first time
the person has asked
you that question.
59.
Lets each of us remember daily, as
WCJC employees, that it is our
responsibility to provide excellent
customer service to not only the
students, parents, administrators,
faculty and staff we serve but also
to our
fellow co-workers
our office mates
60.
Good Human Relationships =
Good Customer Service =
Good Public Relations =
A Successful and Growing
Wharton County Junior College
61.
Lets all work together as a team
to make
Wharton County Junior College
the best community college, not only
in the state, but the nation.
62. Wharton County Junior College may never be the biggest community college in the world, but WCJC can be the College that is known for Outstanding Customer Service!
63. Wharton County Junior College Thanks You for all the work you do every minute, hour, day, month, and year!!!! Your special touch and skills make Wharton County Junior College!!
