October 11, 2018

Principal's Meeting

▪ https://www.youtube.com/watch?v=HWTMa76BzH0

▪ Relay a time you experienced poor customer service. What did the service provider do (or not do) to provide this level of service?

▪ Relay a time you experienced poor customer service. What did the service provider do (or not do) to provide this level of service?

▪ Relay a time when you experienced top notch customer service. What did the service provider do to provide this high level of service?

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

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

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

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

▪ Only 4% of unhappy customers bother to complain. For every one we hear, 24 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

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

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

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

▪ Why would a parent choose to send their child/children to your school?

▪ The real question is “How does your school become the destination school?”

▪ How can you engage your campus staff/department staff in considering these questions?

▪ Deliver a quality product – student success

▪ Offer it at a fair price – a public school advantage

▪ Support it with excellent service

▪ Foster meaningful relationships with those we serve

▪ Their children are safe and happy.

▪ Their children learn as much as they are capable.

▪ A caring and engaging learning environment.

▪ Understandable answers and reliable service.

▪ Service is the extent to which a service meets the customer’s needs and expectations.

▪ Service is the extent to which a service meets the customer’s needs and expectations.

▪ People expect service to be:▪ Timely & Responsive

▪ Accurate

▪ Professional

▪ Friendly

▪ Excellent service is when the customer experiences are surpassed and when customers feel they have received that little unexpected “extra”.

▪ The way we treat people.

▪ The way we greet people.

▪ The way we answer the phone.

▪ The look and feel of our schools.

▪ Making a personal connection with people.

▪ Owning the solution.

▪ The way we go above and beyond to perform our typical job responsibilities.

▪ Following through to make sure customer needs have been met.

▪ Delighting people by doing more than they expect.

▪ Being a good will ambassador for our schools.

▪ POLL QUESTION: Brainstorm ideas for “little unexpected extras” that would be specific to your campus or department.

▪ The most important factor in forming attitudes is your personal experience.

▪ The second factor is the personal experience of other people you trust.

▪ The third factor is reading or listening to information from a source you trust.

▪ Create a question to measure one attribute of customer service you can ask in an interview.

▪ Independently, draft a question to measure customer service that you can ask in an interview.

▪ Independently, draft a question to measure customer service that you can ask in an interview.

▪ Share your customer service interview question with an elbow partner & refine your questions with input from your partner.

▪ POLL QUESTION: Post your customer service interview questions.

▪ Customer service never takes a day off

▪ Great customer service is nurtured and developed

▪ Worthy to revisit often

▪ Must be taught and modeled