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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.

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work session leader joyce hanley ron paul

Awareness Training

Presented by Academic Affairs

Presented by:

Ron Paul

Work Session Leader:Joyce Hanley & Ron Paul

why are you here
Mandated by Cal U’s Administrative Council and the Board of Trustees

Goal: promote positive interaction with our customers

Why are you here?
objectives
Objectives
  • Know how to handle inquiries (in-person and on the phone)
  • Know how to obtain necessary information from callers and visitors
  • Be able to utilize the features of the phones
  • Know how to utilize online resources
agenda customer service
Agenda – Customer Service
  • What is good customer service?
  • Who are our customers?
  • Why is good customer service so important?
agenda communication skills
Agenda – Communication Skills
  • Good communication skills – what are they and why do we find it so hard to communicate?
  • How can I improve my active listening skills?
agenda phone coverage
Agenda – Phone Coverage
  • What to do when the phone rings
    • What to say first
    • Top 5 list of things to ask
    • Handling transfers
    • Putting callers on hold
  • How do I find the right person or department? What resources are available to me?
customer service1
Customer Service

What constitutes good customer service?

  • Reliability
  • Confidence
  • Empathy
  • Responsiveness
why is good customer service so important
Why is good Customer Service so important?
  • “First impressions are indelibly marked on the fabric of the mind.”
  • Our goal is to create a positive experience for every customer.
who are our customers
Who are our Customers?
  • External
    • Prospective Students
    • Parents
    • Other interested parties
  • Internal
    • Staff
    • Faculty
    • Students
but my degree isn t in public relations
But my degree isn’t in Public Relations!
  • You come into contact with customers everywhere
  • You are the face of Cal U – they will judge Cal U by their impression of you
slide13

In other words …

You are

Cal U !

quick check
Quick Check
  • What is good customer service?
  • Who are our customers?
  • Why is good customer service so important?
what are the costs of ineffective communication
What are the costs of ineffective communication?
  • Lost opportunities
  • Mistakes/rework
  • Confusion/mistrust
barriers to effective communication
Barriers to Effective Communication
  • Environmental
  • Verbal
  • Interpersonal
barriers to effective communication1
Barriers to Effective Communication
  • Environmental – parts of your surroundings that have a negative effect on communication
  • Verbal – ways of speaking that get in the way of good communication
  • Interpersonal – relationship issues between people that have a negative effect on communication
    • Stereotypes
    • Hot buttons
    • Attitude
ways to overcome barriers
Ways to overcome barriers
  • Environmental
    • Control the setting
    • Plan to talk when there are minimal disruptions
  • Verbal
    • Know what you want to say and be clear
    • Ask questions and confirm
    • Listen
  • Interpersonal
    • Set aside biases and assumptions
    • Be alert for possible differences in perceptions
hearing vs listening
Hearing vs. Listening

What’s the big deal?

hearing vs listening1
Hearing vs. Listening

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.

why don t we listen
Why don’t we listen?
  • Interruptions
  • Fear of not having all of the answers
  • Believing that you know more than the speaker
  • The speaker pushes a hot button
  • Pseudo-listening
active listening
Active Listening
  • Confirm your understanding by repeating it
  • Ask questions if you are unclear about anything
  • Read back critical information to ensure that you got it right
top 10 tips for active listening
Top 10 Tips for Active Listening

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!

top 10 continued
Top 10 (continued)

4. Let the caller know you understand!

3. Don’t interrupt… well, unless you must!

2. It ISN’T all about you!

AND

1. Be prepared!

quick check1
Quick Check
  • What are the three costs of poor communication?
  • Name three types of barriers to communication.
  • How can you overcome those barriers?
  • What are 5 reasons we do not listen well?
  • Name the top 10 tips for active listening!
phone coverage
Phone Coverage

Part Three

it s ringing now what
Offer a salutation

State the name of the department

Give your name (first name only, no nicknames)

Offer assistance – how may I help you?

It’s ringing… now what??
what s hot what s not
May I tell him who is calling, please?

May I ask what you call is in regard to?

May I have your phone number, please?

May I have her return the call?

Who’s calling?

What’s your name?

Will she know who you are?

What’s it regarding?

What do you want?

What’s Hot & What’s Not
would you like to leave a message
Full name

Date and time of call

Company or department or student’s name (if a parent)

Their phone number

The message

Would you like to leave a message?
i can t tell them what
Do not disclose information about a student to an external caller (parents, other parties) – schedules, grades, SSNs, financial aid information, etc.

WHEN IN DOUBT, DON’T GIVE IT OUT!!

I can’t tell them what??
transferring a call
How do you feel when someone says they will transfer you?

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 now

Transferring a Call
slide34
And, most importantly…

Don’t hang up!!

why stay on the line
Avoid the dead-end transfer

Provide the introduction

Name

Reason for the call and transfer

Just remember – the caller can hear you the ENTIRE time – so be RESPECTFUL!

Why stay on the line?
how to transfer a call in 5 easy steps
Tell the caller:

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
what if i reach their voicemail instead of the live person
Press the Resume Call button to return to the caller. Tell the caller that the party is not answering.

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?
how to put a call on hold
Ask permission FIRST!!

Press the HOLD button.

To pick up again, press the Resume Call button.

When you come back on the line, THANK THEM for holding.

Don’t leave a caller on hold more than 30 seconds without checking back.

Don’t leave them on hold more than 3 minutes EVER.

How to put a call on hold
top five hot buttons for callers
5. I can’t

I don’t know

I’ll be honest with you

You’ll have to

AND

1. I’ll try

Top Five Hot Buttons for Callers
what do we do with an angry caller
What do we do with an angry caller?
  • Duck!
  • Hit back!
  • Disconnect them!

These solutions render you…

Powerless!!!

what do we do with an angry caller let s try again
Why do we get angry? Because we care about something!

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…
handling an angry caller
Use the EAR method to calm an angry caller

E – Empathize

A – Acknowledge/Apologize

R - Responsibility

Handling an Angry Caller
show em what you got
Be careful with humor!

Avoid jargon!

Avoid slang!

NEVER speak disparagingly about the department, the school, your coworkers!

Put a smile in your voice!

Show ‘em what you got!
wait wait don t tell me
Online Resources

www.calu.eduQuick Links

Telephone Directory

Organized by name and hierarchy

Has name, department, title, room, phone and mailbox number

Wait, Wait, Don’t Tell Me…
quick check2
What do you say when you answer the phone?

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
completion of course
Completion of Course

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.

Good luck!

customer service test
Customer Service Test
  • One of the four characteristics of good customer service (as provided in the presentation) is:
    • Sympathy
    • Empathy
    • Practicality
    • Efficiency
  • There are two types of customers:
    • Staff and Faculty
    • Internal and external
    • Inner and outer
    • Internal and guest
customer service test continued
Customer Service Test (continued)
  • An example of an external customer would be:
    • Staff
    • Faculty
    • Parent
  • The goal for the training is to create a _______ experience for every customer.
    • Memorable
    • Positive
    • Impressive
customer service test continued1
Customer Service Test (continued)
  • An example of an internal customer would be:
    • Staff/Faculty
    • Student/Parent
  • When we provide excellent customer service, our customers are happier with their University experience, and that translates into higher enrollment and better services.
    • True
    • False
customer service test continued2
Customer Service Test (continued)
  • Which of the following is NOT a cost of ineffective communication:
    • Confusion/mistrust
    • Lost opportunities
    • Loss of self-esteem
    • Mistakes/Re-work
  • The ways of speaking that get in the way of good communication are interpersonal barriers.
    • True
    • False
customer service test continued3
Customer Service Test (continued)
  • The parts of your surroundings that have a negative effect on the communication are environmental barriers.
    • True
    • False
  • When people push hot buttons, it has little if any impact on their ability to communicate effectively.
    • True
    • False
customer service test continued4
Customer Service Test (continued)
  • Our brains are able to process words about three times as quickly as our mouths can speak the words.
    • True
    • False
  • Which of the following is NOT a tip for becoming an active listener:
    • Be prepared
    • Listen for the unspoken
    • Sympathize with the customer
    • Empathize with the customer
customer service test continued5
Customer Service Test (continued)
  • You use the Transfer button when placing a caller on hold.
    • True
    • False
  • When you use the EAR method for dealing with irate callers, you:
    • Empathize, Apologize, Respond
    • Emphasize, Apologize, Responsibility
    • Empathize, Apologize, Responsibility
customer service test continued6
Customer Service Test (continued)
  • When taking a message, you need only get the caller’s name and phone number.
    • True
    • False
  • If a parent calls and asks for a student’s schedule, you are not permitted to divulge that information to the caller.
    • True
    • False
customer service test continued7
Customer Service Test (continued)
  • When transferring a call, you should immediately hang up as soon as you have dialed the extension.
    • True
    • False
  • You should never leave a caller on hold for more than 30 seconds without checking back.
    • True
    • False
customer service test continued8
Customer Service Test (continued)
  • The Telephone Directory provides both the campus location and the mailbox number for all staff and faculty.
    • True
    • False
  • The interaction that a customer has with you might be the basis for their opinion of the University overall.
    • True
    • False