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Insights to Service Excellence
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  1. OSRHE: Enrollment Management Conference Insights to Service Excellence Presented by: Jerrett Phillips & Brian Searcy

  2. Introduction Begin with the end in mind… The Seven Habits of Highly Effective People (Covey, 1989)

  3. Introduction • You get out, what you put in. • What the critics say. • How do we shine? • Motivation & Inspiration… • Service Excellence.

  4. What you put in…

  5. What you put in… • Keep it simple… • Focus on the details. • Meet your expectations. • Deliver what you want.

  6. What you put in… • Focus on the details.

  7. What you put in… • Meet your expectations. • Prompt attention. • Provide what you say you will. • Timely response. • Be polite and courteous. • Follow up…

  8. What you put in… • Deliver what you want. • Service with a smile! • Provide more than expected! • Follow up before you’re missed!

  9. What you put in…

  10. What you put in… • Who is your customer? • The customer is always right?

  11. What you put in… The student-stakeholder • Monetary vs. Developmental Goal • Consumer/Market Oriented Outcomes • Expect Choices, Options • Expect Immediate Gratification • May Feel Entitled to Outcome ~(Manzer, 2009)

  12. What the critics say…

  13. What the critics say… Customer service facts: Poor service is the number one reason American companies lose business. 68% of customers stop doing business with a company because of poor service. ~Tyler International Research Institute, Inc.

  14. What the critics say… Customer service facts: 90% of customers that stopped doing business made no attempt to tell the company why. ~Tyler International Research Institute, Inc.

  15. What the critics say… Customer service facts: 70 % of dissatisfied customers never complain because they believe: A. It’s not worth their time. B. The business won’t listen. C. The company won’t do anything about the complaint. ~Tyler International Research Institute, Inc.

  16. What the critics say… Customer service facts: The average dissatisfied customer tells 9 to 10 others of their dissatisfaction. ~Tyler International Research Institute, Inc.

  17. What the critics say… Customer service facts: It costs between 5 and 10 ties as much to attract a new customer as it does to keep an old one. ~Tyler International Research Institute, Inc.

  18. What the critics say… Customer service facts: Customers will pay more for better service. ~Tyler International Research Institute, Inc.

  19. What the critics say… Customer service facts: Customers will tell a business where it needs improvement, all you have to do is ask. ~Tyler International Research Institute, Inc.

  20. How do we shine?

  21. How do we shine? • Work together… • Know your business… • Get great at the basics… • Evaluate your progress… • Celebrate your success… • Learn from your challenges…

  22. How do we shine?

  23. How do we shine?

  24. How do we shine? Maslow’s Hierarchy … applied to customer service. Peak: How Great Companies Get Their Mojo from Maslow (Conley, 2008)

  25. How do we shine?

  26. How do we shine?

  27. Motivation and Inspiration! “ Every morning in Africa a gazelle wakes up. It knows it must run faster than the fastest lion or it will be killed. Every morning a lion wakes up. It knows it must outrun the slowest gazelle or it will starve to death. It doesn't matter whether you are a lion or a gazelle - when the sun comes up,you'd better be running. ” ~Unknown

  28. Service Excellence Purpose and Commitment Communication and Responsiveness Problem Solving and Empowerment Accountability Transformative Assessment (Northeastern State University, 2008)

  29. Thank You Do you have any questions, comments or feedback?