1. Dial “0” for
Customer Service
KY ACAC
Jeff Kallay, VP Consulting, a.k.a. “Apostle of Authenticity”
Trent Gilbert, CXO, Chief eXperience Officer
Thursday, March 15, 12

2. Managing Expectations
The Admissions Perfect Storm
Talking About Customer Service
Eight Steps to “Good” Customer Service
“Great” Customer Service 1, 2, 3...
“Exceptional” Customer Service is FISHy
Keep Learning
Discussion
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3. The Admissions
Perfect Storm
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11. Party Scene?
Security?
How Much?
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12. LOAN
is a Four
Letter Word
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13. Talking About
Customer Service
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14. 5000
Marketing Messages Consumers are Assaulted with per day
Consumers 18-65 years old, Ad Age 2010
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15. 64%
Believe Advertising is “Dishonest” or “Unrealistic”
Consumers 18-65 years old, Ad Age 2010
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16. 90%
Trust Word-of-Mouth vs. Traditional Advertising
Consumers 18-65 years old, Ad Age 2010
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17. March 13, 2008
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18. Thursday, March 15, 12

19. We’re Replacing Service
With Do It Yourself
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25. What Have We Removed?
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26. Humanity (and civility)
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27. Is Customer Service Dead?
Or have our expectations
exceeded the realm of
common sense?
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28. The emphasis has been put
on cheap products and
services both by companies
and customers alike.
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29. Just as companies
(and colleges) tend to be
bottom-line oriented, so too
are today’s consumers.
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30. We are increasingly hoping to
save time and money, while
squeezing maximum benefit
from the most minimal of
purchases.
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31. But an educational
experience
isn’t transactional.
It’s more!
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32. It’s anchored around human
interaction and connections.
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33. Tell us about your
customer service
experiences with
these brands...
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42. Eight Steps to
“Good”
Customer Service
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43. Customer Service #1
Answer the
Phone
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44. Thursday, March 15, 12

45. Eight Phone Tips
1. Answer by 3rd ring
2. Be warm and enthusiastic
3. Identify self and department
4. Voice and diction, enunciate
5. Control your language
6. Train your voice to be positive
7. Take clear and concise messages
8. Return calls in one business day or less
Thursday, March 15, 12

46. Customer Service #2
Manage
Expectations
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47. Customer Service #3
Listen to
Customers (Prospective Families)
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48. Customer Service #4
Deal with
Complaints
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49. Customer Service #5
Be Helpful
(Even if it doesn’t profit or benefit)
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50. Customer Service #6
Train to Be:
Helpful, Courteous and Knowledgeable
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51. Customer Service #7
Take the
Extra Step
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52. Customer Service #8
Do
Something
Extra
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53. “Great”
Customer Service
1, 2, 3...
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54. #1 Wipe the Slate Clean
Be personal - Be human
Don’t let bad experiences carry over
Access customer information
Know your customer expectations
Utilize your expertise
Provide immediate attention
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55. #2 It’s a Two-way Exchange
Assure the Customer (student or parent)
Listen
Be Honest
Ask open-ended questions
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56. #3 Time is valuable
Control the situation
Explain if you need more time
Ensure customer satisfaction
Always thank your customer (for their time)
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57. “Exceptional”
Customer Service
is FISHy
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58. Something Smells Fishy
Charthouse / Fish! Philosophy
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59. Pike Place Fish Market
Seattle Pike Place Fish Market - Tossing Fish
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60. Fish! Philosophy
Play
Make their day
Be There (or Be Present - give full attention)
Choose your attitude
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61. Johnny the Bagger
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62. “People won’t remember
what you say or do, but
they will always remember
how you made them feel.”
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68. Thursday, March 15, 12

69. Dial “0” for
Customer Service
targetx.com/slideshare
Jeff Kallay kallay@targetx.com
Trent Gilbert gilbert@targetx.com
Thursday, March 15, 12