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ASCBU Professional Training A road to success

ASCBU Professional Training A road to success. Office Conduct:. Overview: Customer Service-Ashley Email Protocol-Ashley Answering Phones-Patrick Office Behavior-Patrick Professional Dress-Luke. Customer Service Presented by, Ashley Arnold. Conversations with Customers:. #1 Rule:

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ASCBU Professional Training A road to success

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  1. ASCBU Professional Training A road to success

  2. Office Conduct: Overview: • Customer Service-Ashley • Email Protocol-Ashley • Answering Phones-Patrick • Office Behavior-Patrick • Professional Dress-Luke

  3. Customer Service Presented by, Ashley Arnold

  4. Conversations with Customers: #1 Rule: The customer is always right! (While that may not literally always be the case it should be the attitude that drives every conversation with a customer)

  5. Prioritizing Your Time: • Make helping customers #1 before your assignments • Always begin with a “friendly greeting” • “A soft answer turns away wrath” • “Contribute to the needs of the saints and seek to show hospitality” Romans 12:13

  6. Listening / Clarifying: Listening Skills: • Listen to your customer, even if you already know their needs • Ask questions to clarify when handling paperwork • For example: “Just clarifying, you would like 5 ASCBU representatives in attendance for this event.”

  7. Deal with Complaints: • Best thing to do first is apologize • Even if you are not the person involved with the miscommunication • It may be helpful to inform students about where to find updated information on ASCBU • Never put the “mess up” on the customer • Never say, “That’s not my problem, that’s your problem.”

  8. Take that Extra Step: • Dealing with customers who are confused in the following situations: • Directions • Walk with that person to the location • Following instructions • Follow up with that department with an email or call clarifying in a calm matter what you need from that person/office

  9. Your Job: • Make your supervisor and office look good • While being apologetic…never display lack of support of office procedure or your supervisor’s decisions

  10. When in doubt refer to Rule #1

  11. Check-Out Quiz: • What is your next step after a customer complains about your service? • What should you do when handling paperwork? A. Always send a copy to your boss B. Make additional copies C. Ask questions to clarify D. None of the above

  12. Email Protocol: • If something is going to be sent to other office that email needs to go through; Laurel, Ashley, or Joe • If your asking for assistance with an event or etc. Allow that person enough time to modify their schedule and or make accommodations • When to CC’ in an email

  13. Cont. Email Protocol: • Be professional • Be polite & Respectful • Check Spelling • Include opening & closing • Proofread; typos reflect poorly • Be clear: Appropriate topic in the subject field • Don’t cry wolf. Avoid overusing punctuations like “!” • And your point is…??? Avoid long emails for the risk of not being read • Don’t forward emails without getting permission first from the sender • Be prompt in replying

  14. Check-Out Quiz: • Who are the following people that emails must go through first? • When constructing an email you should do all of the following except? A. Proofread B. Be polite C. Be professional D. Send the email without checking for spelling

  15. Answering Office PhonesPresented by,Patrick

  16. Take the Call Proper way to answer the phone: “ASCBU, this is Patrick, how may I help you?” Always answer the phone Take a message or solve the problem Excuse yourself Do not just let the phone ring or go to voicemail Customers feel valued Always ask for names and contact numbers Double check contact information with customer

  17. Never Say... • Never Say…“I don’t know” • If you are not a 100% sure don’t assume • Alternative Responses for unsure questions: • Can I get back to you… • I am not a 100% sure let me double check with my supervisor…can I get your contact information so I can get back to you on this issue…

  18. Check-Out Quiz: • Before hanging up the phone with a customer, you should always ______________? A. Say, “Have a great day” B. Double check contact information C. Hang up without saying anything D. None of the above 2. What is the proper greeting when answering the ASCBU phone?

  19. Office Behavior Maintain Office Hours Be on time for your office hours/ events/ meetings Notifying people if your not going to work your office hour Interaction: Speak respectfully to co-workers and maintain appropriateness by saving off-color jokes and arguing over non-work-related opinions for outside the office. Watch what you say and where you say it Talking bad about others/ASCBU Go the extra mile when necessary Don't be loud

  20. Cont. Office Behavior Ethics: Remain honest and follow the company's rules with integrity Keep company information confidential. Keep your office clean co-workers aren't your parents, they shouldn't have to clean up after you

  21. Check-Out Quiz: • What are the two things you should do if you are not coming to work? • In terms of ethics it is important to do all of the following EXCEPT? A. Remain honest B. Follow the company's rules C. Keep give a ways to yourself D. Keep company information confidential

  22. Professional AttirePresented By, Luke

  23. Event Attire: Office Attire: ASCBU Events: depending on the event attire will vary. Name tags ASCBU Shirts ASCBU Sweater Shirts Why, we wear ASCBU attire to events? General: Clothing should be clean and neat without tears, patches or inappropriate words or pictures

  24. Men Professional Attire: Shirt and pants Short shorts or gym shorts are not appropriate In general, most shirts should be tucked in. Tops and bottoms must overlap. (No midsection showing when raising arms, sitting, or bending over; no underwear showing). Shoes are required and should be clean and professional. (For safety reasons: No flip flops, bedroom shoes, or beach shoes). Either grow a beard or shave. No loungewear or athletic wear * Jewelry (men): Keep it simple. Don’t over accessorize. The only acceptable facial/head jewelry is in the ears. Men: maximum of 1 per ear

  25. Women Professional Attire: Dress, suit, skirt and blouse or sweater, top and pants Short skirts or shorts are not appropriate. Tops must not be revealing (no cleavage showing). Tops and bottoms must overlap. (No midsection showing when raising arms, sitting, or bending over; no underwear showing). No spaghetti straps or strapless tops. Shoes are required and should be clean and professional. (For safety reasons: No flip flops, bedroom shoes, or beach shoes). No loungewear or athletic wear * Jewelry (women): Keep it simple. Don’t over accessorize. The only acceptable facial/head jewelry is in the ears. Women: maximum of 2 per ear Make-up: In good taste, not flashy or heavy.

  26. Check-Out Quiz: • When should you wear ASCBU attire? A. Everyday B. On Friday’s C. Event Day’s D. None of the above 2. Generally, office attire should be clothing that is clean and neat without tears, patches or inappropriate words or pictures True or False

  27. Questions & Answers

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