Awareness Training Presented by Academic Affairs. Presented by: Ron Paul. Work Session Leader: Joyce Hanley & Ron Paul. Mandated by Cal U’s Administrative Council and the Board of Trustees Goal: promote positive interaction with our customers. Why are you here?. Objectives.
Goal: promote positive interaction with our customersWhy are you here?
What constitutes good customer service?
Cal U !
What’s the big deal?
Hearing is a physical process
The ears hear.
Listening is an intellectual and an emotional process.
The whole body listens.
Hearing is a sense of sound.
Listening is a search for meaning.
10. Take notes!
9. Be a CSI!
8. Stay calm!
7. Forget about this weekend – concentrate!
6. Listen for the unspoken!
5. Don’t be judgmental!
4. Let the caller know you understand!
3. Don’t interrupt… well, unless you must!
2. It ISN’T all about you!
1. Be prepared!
2 ears and only 1 mouth!
WHEN IN DOUBT, DON’T GIVE IT OUT!!I can’t tell them what??
Why do you feel that way? What is the worst that can happen?
Try alternative phrases
I’ll connect you with Ms. Burns now
I will put you in touch with the Bursar’s office nowTransferring a Call
Don’t hang up!!
that you are going to transfer the call
the name and extension of the person you are transferring to
preview the process if applicable
Press the Transfer button once.
Enter the extension you are transferring to. It will ring and a person will pick up. Introduce yourself and that you will be transferring a call and tell them who the caller wishes to speak with.
Press the Transfer button again.
Hang up! The call will automatically connect to the number you’ve transferred it to. Job well done!How to transfer a call in 5 easy steps
Ask if they would like to leave a voicemail message
If YES – tell them to follow the directions to leave a message and follow instructions again to transfer the call and hang up.
If NO – tell them to call back later and hang up.What if I reach their voicemail instead of the live person?
These solutions render you…
You have been given a gift – the opportunity to make something good happen!
Just do it!!What do we do with an angry caller? Let’s try again…
What information should you obtain when taking a message?
What are the steps for transferring a call?
What are the steps for placing a caller on hold?
What is the EAR method for handling angry callers?
What two resources should you always have handy when answering the phones or greeting visitors?Quick Check
In order to complete the course, you must successfully complete a short test on customer service and listening skills at the end of this presentation.
Please use a SCANTRON form for the answers. If you do not already have one, you may request one from your work site or pick one up in Academic Affairs , Dixon 301, from 8:00 – 4:00 daily.
Be sure to include your name, the department in which you work, a phone number, and email address on the SCANTRON form. Return it to your supervisor.
When you complete the test successfully, your Certificate will be mailed to your work site.
If you do not complete the test successfully, you will be asked to review the materials and re-test.
Please call Academic Affairs at x4407 with any questions.