What’s the most important part of your job? Lunch count? Tracking attendance? Dispensing ice packs? Have you considered that your ability to interact positively with your customers might be Priority #1? Join Lori in order to begin determining who your customers are, the best techniques for interacting positively, and how to keep a smile on your face! Presenter: Lori Jensen © 2012 South Central Kansas Education Service Center, Clearwater, KS 620-584-3300

1. Customer Service
Strategies
Who’s the
Customer??

2. WHO are YOUR
Customers?

3. What is a customer?

4. What is a customer?
They are not an interruption of our work.
They are the purpose of it.

5. What is a customer?
They are not an interruption of our work.
They are the purpose of it.
They are a part of the organization – not an
outsider.

6. What is a customer?
They are not an interruption of our work.
They are the purpose of it.
They are a part of the organization – not an
outsider.
They are people with needs and wants and it
is our job to fill them.

7. What is a customer?
They are not an interruption of our work.
They are the purpose of it.
They are a part of the organization – not an
outsider.
They are people with needs and wants and it
is our job to fill them.
Without them, we would not have an
organization.

8. Who are YOUR Customers?

9. Who are YOUR Customers?
List Your Categories
of Customers

10. Who are YOUR Customers?
List Your Categories
of Customers
STUDENTS

11. Who are YOUR Customers?
List Your Categories
of Customers
STUDENTS
TEACHERS

12. Who are YOUR Customers?
List Your Categories
of Customers
STUDENTS
TEACHERS
ADMINISTRATORS

13. Who are YOUR Customers?
List Your Categories
of Customers
STUDENTS
TEACHERS
ADMINISTRATORS
CLASSIFIED STAFF

14. Who are YOUR Customers?
List Your Categories
of Customers
STUDENTS
TEACHERS
ADMINISTRATORS
CLASSIFIED STAFF
COMMUNITY

15. Who are YOUR Customers?
List Your Categories
of Customers
STUDENTS
TEACHERS
ADMINISTRATORS
CLASSIFIED STAFF
COMMUNITY
EACH OTHER??

16. Who are YOUR Customers?
List Your Categories
of Customers
 What services do
STUDENTS you provide these
people?
TEACHERS
ADMINISTRATORS
CLASSIFIED STAFF
COMMUNITY
EACH OTHER??

17. Who are YOUR Customers?
List Your Categories
of Customers
 What services do
STUDENTS you provide these
people?
TEACHERS
ADMINISTRATORS  WHAT SERVICES
DO YOU WANT TO
CLASSIFIED STAFF
PROVIDE THESE
COMMUNITY PEOPLE?
EACH OTHER??

18. Great Ideas for
Front-Line
Employees

19. What is a Front-Line
Employee?

20. What is a Front-Line
Employee?
First-Line of Defense

21. What is a Front-Line
Employee?
First-Line of Defense
Have an ability to make sound judgments
under stress.

22. What is a Front-Line
Employee?
First-Line of Defense
Have an ability to make sound judgments
under stress.
Have a desire to be liked.

23. What is a Front-Line
Employee?
First-Line of Defense
Have an ability to make sound judgments
under stress.
Have a desire to be liked.
Have a naturally optimistic outlook.

24. What is a Front-Line
Employee?
First-Line of Defense
Have an ability to make sound judgments
under stress.
Have a desire to be liked.
Have a naturally optimistic outlook.
ARE EXCELLENT PROBLEM-SOLVERS!

25. Front Line Employees
Should Ask Themselves

26. Front Line Employees
Should Ask Themselves
Do I believe in the organization and its services?

27. Front Line Employees
Should Ask Themselves
Do I believe in the organization and its services?
Do I listen to customers who have a problem or question?

28. Front Line Employees
Should Ask Themselves
Do I believe in the organization and its services?
Do I listen to customers who have a problem or question?
Do I empathize with our customers?

29. Front Line Employees
Should Ask Themselves
Do I believe in the organization and its services?
Do I listen to customers who have a problem or question?
Do I empathize with our customers?
Do I take action to solve problems and handle requests?

30. Front Line Employees
Should Ask Themselves
Do I believe in the organization and its services?
Do I listen to customers who have a problem or question?
Do I empathize with our customers?
Do I take action to solve problems and handle requests?
Do I do everything within my power to satisfy the needs of each
customer and treat every customer as an individual?

31. Front Line Employees
Should Ask Themselves
Do I believe in the organization and its services?
Do I listen to customers who have a problem or question?
Do I empathize with our customers?
Do I take action to solve problems and handle requests?
Do I do everything within my power to satisfy the needs of each
customer and treat every customer as an individual?
Do I act cheerful and interested?

32. When Greeting a
Customer...

33. When Greeting a
Customer...
Greet the customer immediately

34. When Greeting a
Customer...
Greet the customer immediately
Make eye contact as soon as they approach

35. When Greeting a
Customer...
Greet the customer immediately
Make eye contact as soon as they approach
Don’t be distracted

36. When Greeting a
Customer...
Greet the customer immediately
Make eye contact as soon as they approach
Don’t be distracted
The first 30 seconds belong to the customer,
not you! LISTEN, UNDERSTAND and
APPRECIATE their needs.

37. No matter how many times
you have dealt with the
problem, it is probably the
first time the customer has
discussed the problem with
you.

38. Moments of Truth

39. Moments of Truth
An episode in which a customer comes in
contact you and you have an opportunity
to form an IMPRESSION

40. Moments of Truth
An episode in which a customer comes in
contact you and you have an opportunity
to form an IMPRESSION
They are crucial points of customer
contact that can make or break a
business

41. Moments of Truth
An episode in which a customer comes in
contact you and you have an opportunity
to form an IMPRESSION
They are crucial points of customer
contact that can make or break a
business
EVERY time a customer comes in contact
with a company, he or she leaves feeling
BETTER or WORSE

42. Moments of Truth

43. Moments of Truth
To the customer,

44. Moments of Truth
To the customer,
YOU ARE THE SCHOOL
DISTRICT!

45. Moments of Truth
To the customer,
YOU ARE THE SCHOOL
DISTRICT!
The entire school depends on
the IMPRESSION that YOU
project to customers.

46. From the point of view of
the customer, your only
excuse for being in
business is to satisfy
them.

47. The Impossible
Customer

48. Most Powerful
Words to Win Over

49. Most Powerful
Words to Win Over
What can I do to help you?

50. Most Powerful
Words to Win Over
What can I do to help you?
Thank you

51. Most Powerful
Words to Win Over
What can I do to help you?
Thank you
I don’t know, but let me find out

52. Most Powerful
Words to Win Over
What can I do to help you?
Thank you
I don’t know, but let me find out
I made a mistake.

53. Most Powerful
Words to Win Over
What can I do to help you?
Thank you
I don’t know, but let me find out
I made a mistake.
(Try to use their name.)

54. Least Powerful
Words to Use with

55. Least Powerful
Words to Use with
Never

56. Least Powerful
Words to Use with
Never
That is not the way we do it here.

57. Least Powerful
Words to Use with
Never
That is not the way we do it here.
It’s our district’s policy.

58. Least Powerful
Words to Use with
Never
That is not the way we do it here.
It’s our district’s policy.
We have ALWAYS done it that way.

59. Least Powerful
Words to Use with
Never
That is not the way we do it here.
It’s our district’s policy.
We have ALWAYS done it that way.
What else can I tell you?

60. Least Powerful
Words to Use with
Never
That is not the way we do it here.
It’s our district’s policy.
We have ALWAYS done it that way.
What else can I tell you?
It’s not MY job.

61. Least Powerful
Words to Use with
Never
That is not the way we do it here.
It’s our district’s policy.
We have ALWAYS done it that way.
What else can I tell you?
It’s not MY job.
I don’t know your student.

62. Handling Irate
Customers

63. Handling Irate
Customers
Listen

64. Handling Irate
Customers
Listen
Empathize

65. Handling Irate
Customers
Listen
Empathize
Ask Questions

66. Handling Irate
Customers
Listen
Empathize
Ask Questions
Resolve the Problem

67. Handling Irate
Customers
Listen
Empathize
Ask Questions
Resolve the Problem
Never say No

68. Handling Irate
Customers

69. Handling Irate
Customers
De-escalate the situation

70. Handling Irate
Customers
De-escalate the situation
Write everything down – slow
them down

71. Handling Irate
Customers
De-escalate the situation
Write everything down – slow
them down
Let them know what you’re
going to do

72. Handling Irate
Customers
De-escalate the situation
Write everything down – slow
them down
Let them know what you’re
going to do
Follow-up

73. It can take 12 good
service experiences
to overcome a
single bad one.

74. When You Goof

75. When You Goof
Be humble and sincere

76. When You Goof
Be humble and sincere
Track down errors

77. When You Goof
Be humble and sincere
Track down errors
Demonstrate
unquestionable concern

78. The REAL Rules

79. The REAL Rules
Never give me work in the morning.
Always wait until 3:15 and then bring
it to me. The challenge of a deadline is
refreshing.

80. The REAL Rules
Never give me work in the morning.
Always wait until 3:15 and then bring
it to me. The challenge of a deadline is
refreshing.
If it's really a rush job, run in and
interrupt me every 10 minutes to
inquire how it's going. That helps. Even
better, hover behind me, and advise me
at every keystroke.

81. The REAL Rules

82. The REAL Rules
If you give me more than one job to do,
don't tell me which is the priority. I am
psychic.

83. The REAL Rules
If you give me more than one job to do,
don't tell me which is the priority. I am
psychic.
Do your best to keep me late. I adore
this office and really have nowhere to
go or anything to do. I have no life
beyond work.

84. The REAL Rules
If you give me more than one job to do,
don't tell me which is the priority. I am
psychic.
Do your best to keep me late. I adore
this office and really have nowhere to
go or anything to do. I have no life
beyond work.
If a job I do pleases you, keep it a secret.
If that gets out, it could mean a
promotion.

86. Who’s the Customer?

87. “You are not here merely
to make a living. You are
here in order to enable
the world to live more amply, with greater
Who’s the Customer?
vision, with a finer spirit of hope and
achievement. You are here to enrich the
world, and you impoverish yourself if you
forget the errand.”
~ Woodrow Wilson

88. “You are not here merely
to make a living. You are
here in order to enable
the world to live more amply, with greater
Who’s the Customer?
vision, with a finer spirit of hope and
achievement. You are here to enrich the
world, and you impoverish yourself if you
forget the errand.”
~ Woodrow Wilson

90. And if all else fails…

91. And if all else fails…