The Professional Organization

Presented by:

Carmen Afghani

An Organization

Training

Finance

R&DShipping &Receiving

AdministrationMaintenance

AdmissionsSales

An Organism

Intestines

Spleen

Pancreas

Lungs

Liver Kidneys

Heart

See the Similarities?

• It’s a symbiotic relationship

• The capabilities of each function are either immobilized or diminished by the incapacity of any of the other functions

• Thus the organism (organization) suffers

• The organism (organization) is healthy and robust when all functions are healthy

Degrees of Customer Satisfaction

• Dissatisfied

• Satisfied

• **Delighted**

Types of Customers

External Customers• Students• Parents• Other family members & friends• Community & organizations• Accrediting agencies• Suppliers• Federal Government

Types of Customers

Internal Customers

• Co-workers

• Superiors

• Administration

It Pays to Please• People will spend up to 10% more for the same

product with better service• When we receive good service, we will tell 4-6

people on average• When we receive poor service, we tell up to 9-12

people • An 82% chance exists that customers will

repurchase from a company if their complaint is handled quickly and pleasantly

Importance of Body Language

WordsTone of VoiceBody Language

55%

7%

38%

Effectiveness of Face-to-Face Communication

Eye Contact

• Overdone – Stare person down with a hard gaze and never move your eyes off them (intimidating)

• Underdone – Continue to stare at computer screen or paperwork (gives impression customer is not important)

• Just Right – Immediate eye contact upon greeting customer and focus on whole face. Then look away from time to time during conversation to avoid staring.

Facial Expressions

• Overdone – Big grin when delivering bad news

• Underdone – Daydreaming, faraway gaze, blank look, poker face

• Just Right – Relaxed and pleasant facial expression – sets positive tone. Mirror customer’s mood.

Body Posture

• Nod appropriately.• Face the customer with your entire body.• Lean forward.• Be careful with hand gestures

– Finger tapping, pen clicking, rattling loose change can indicate impatience

– Open hand gestures – gracious and softer– Close fisted gestures & finger pointing – rude and

intimidating

• Firm, friendly handshake

Neatness Counts

• Personal grooming– Dirty fingernails– Bad breath and/or body odor– Dirty or disheveled clothing

• Our desk and work areas– Can give a positive or negative impression of

how you run your business

It’s Not What You Say It’s How You Say It

• Inflection (Three Little Pigs)

• Smile when talking on the phone

• Breathe (deep, long and slow)

• Avoid being a disc jockey

• Use volume to control a fiery situation

• Pace yourself to your customer’s rate and intensity of speech and

The Customer is Always Right – NOT!

• The customer, however, is always the customer.

• If you can’t give them what they want, at least explain the process and get them invested emotionally

• Give them timelines, contacts, websites, and other “next steps”

Telephone Etiquette

• Pick up the phone within three rings

• Greet the caller

• Give your name

• Ask the customer if you can help

• Write down customer’s name in the beginning of call and use it at least three times during the conversation

How to Put a Customer on Hold• Ask customer if you may put them on hold• Wait for a response• Tell customer why they are being put on hold• Give a time frame

– Up to 60 seconds – This will take a few moments– 1-3 minutes – This could take two or three minutes – would

you like to hold or do you want me to call you back?– Eternity (over 3 minutes) – call back or return to the line

every 30 seconds or so to inform them of your progress

• Thank customers for holding after returning to the line

How to Transfer a Call• Explain why the caller is being transferred

and to whom• Ask the customer if he/she minds being

transferred• Make sure someone is there to pick up the

call before you hang up• Tell the person to whom you are

transferring the call the caller’s name and the nature of the call

Voice Mail

• Avoid voice mail hell. Always leave the caller an “out” to a living, breathing human.

• Return calls within 24 hours

• Change your greeting message as appropriate (absence, vacation, etc.)

Difficult Customers

• Let the customer vent– Be quiet – don’t interrupt– Don’t take it personally

• Express empathy to the customer– I can see why you feel this way– That must be very upsetting– I understand how frustrating this must be

Difficult Customers

• Begin active problem-solving– Gather any additional information you need– Double-check all the facts

• Mutually agree upon the solution– Under-promise and over-deliver

• Follow up (Score BIG Points Here!)– Phone call, e-mail or letter

E-mail Etiquette

Subject Matters

• E-mail recipients use the subject line to prioritize

• Don’t “Cry Wolf” by misusing the “Urgent” label too often

• Be clear and succinct – tell them exactly what you want

• Avoids going directly to the “Delete” bin

Body – Be Specific

• Ask for what you want

• When writing back, answer question as best you can

• Avoid lengthy series of messages

Avoid Abbreviations and Acronyms

• Don’t assume everyone is familiar with “chat room” jargon (TTYL or LOL, or IMHO for example)

• Avoid acronyms unless you’re certain recipients understands them

• Same with abbreviations(FAFSA, ISIR, EFC, etc.)

Rated PG – Keep it Clean• Most companies scan employees’ e-mail

• Your email could be forwarded to an unintended recipient

• Images can be inappropriate as well as space-hogging

• Avoid unnecessary attachments

• Be virus savvy@#&?!!$%!

Wach That Speling

• Be careful about spelling – treat your email the same as any inter-office memo

• Electronically spell check your email if possible

• Visually scan your email for spelling and content before sending

Response Roulette

• Respond to important e-mails (boss, customers, etc.) right away.

• “Social” e-mails can wait

• If YOU need an immediate response, indicate this explicitly in your e-mail

Feelings – Nothing More than Feelings

• Be very careful when e-mailing when you’re angry

• Don’t e-mail something best done face-to-face (constructive criticism, for example)

• Tone can be easily misunderstood

Making a List? Check it Twice!• Constantly revise your mailing lists• When replying to a list, make sure you

reply only to the sender (unless you WANT all those people to see your reply)

• When forwarding an e-mail, take all those other names off of people who have had it before you

• Don’t assume a new acquaintance wants to be put on a list – ask first

Brief is Beautiful

• Short and clever wins over long and elaborate

• Make the important point first – then you can add incidental information

Capital Punishment

• Capital letters convey anger and/or arrogance

• “All Caps” are difficult to read and annoying

• Use all caps for emphasis only (We had TRIPLETS!)

The Great Paradox

• Advantage of e-mail: it’s in writing

• Disadvantage of e-mail: it’s in writing

E-mail is a contractually binding instrument

Email can be used as evidence

Conclusion

• Questions?

• Comments?

• Discussion?