nspra © mmiv nspras unlocking sensational service tools for tapping into your people power

NSPRA © MMIV

NSPRA’s

Unlocking Sensational ServiceTools for Tapping into Your People Power

NSPRA © MMIV

Understanding Customer Service

Section A

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Customer Service Is … The way we treat people.

The way we greet people.

The way we answer the phone.

The look and feel of our schools.

The way we go above and beyond typical job responsibilities.

Making a personal connection with people.

Following through to make sure customer needs have been met.

Delighting people by doing more than they expect.

Being a goodwill ambassador for our schools.A.1a

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Attitude Is the First Step

A positive attitude is the first step in

developing strong relationships with your

customers and delivering sensational

service.

A.2a

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Customer Service Is Everyone’s Job

People form perceptions and make judgments continuously.

Therefore, every employee is responsible for positive customer service!

Must be continuously fostered

A.2b

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Factors in Forming Attitudes

Personal experience with a product or place.

The personal experience of other people we trust.

Reading or listening to information from a source we trust (for example, a publication or respected group).

A.2c

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What Research Says About Connecting with Customers

Dissatisfied customers will tell as many as 16 other people about a bad experience.

Only 4% of unhappy customers bother to complain. For every complaint we hear, 24 complaints are communicated to others but not to us.

In the eyes of a customer, it takes 12 positive incidents to make up for every negative one.

Research Institute of America, New York

A.3a

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Consumers are willing, even eager, to say,

“Anyone can make a mistake … after all,

you’re only human” — if that, in fact, is

the way the company responds. It’s not

so much “what happened” but whether

or not you fix it — quickly, responsibly

and honestly.

Faith Popcorn, The Popcorn Report

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Can Goodwill Be Recovered?

Research says:

54-70% of customers who complain will do business with you again if their complaint is resolved.

95% will do business with you again if their complaint is resolved quickly.

A.3c

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Who Are Our Customers?

External Those who support or have an interest in our

schools.

Those who provide services to our schools.

Internal Those with whom we work.

People in our buildings.

A.4a

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What We Expect as Customers

Respectful treatment.

A pleasant attitude from the salesperson or service provider.

A quality product or service for our money.

Appreciation and to be valued for our patronage.

A.5a

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What Our School Customers Expect

Tough standards and high expectations for achievement.

Strong academic programs complemented by arts, technology, and relevant extracurricular activities.

A safe, healthy, and caring environment for students.

An overall educational program that prepares students for success in life.

A.5b

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Our School Customers Also Expect …

A customer-friendly atmosphere that invites and values parent and community involvement.

Highly qualified teachers and administrators and well-trained support personnel who put children first.

Schools to make wise use of financial resources.

Schools to be accountable to taxpayers.

A.5c

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Basic Needs of Customers

Friendliness.

Understanding and empathy.

Fairness.

Control.

Information.

A.6a

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Are We Friendly?

Do visitors to our schools feel welcome when they enter?

Are staff and students polite and courteous?

Are people smiling and do they seem as if they are enjoying their work?

What am I communicating with my body language?

A.6b

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Customer Service in a nutshell

People Helping People

A.6c

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Inspiring Excellence…

If we are to hold employees accountable for

our customer’s perceptions, then we must

provide employees with a clear

understanding of how to achieve excellence.

A.6d