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The “Swiss-Army Knife” of Student Retention
Customer Service:
Presented by:Dave Warneking and Peggy DuncanFebruary 15, 2011
Session Agenda
• Presentation ~15 minutes• Group Discussion – Automation• Group Discussion – Prioritizing Service
Overview
• The Welcome• Listening• Parsing the Message• Setting Expectations and Goals• What to Promise• Follow-up and Conclusion
The Welcome
• Environment• Perception• Personality• Respect
Listening
• Focus • Write it down
Parsing the Message
• Read Back / Repeat• Get Clarification
• Look for cues• Core Issue
Setting Expectations and Goals
• Support your organization• Handoff• You have control• Give responsibility for following up to the
customer
What to Promise
• Only promise that which you can deliver
Follow-up and Conclusion
• You’re already done!• Set calendar reminders• Refine procedures• Communicate internally• Swiss-Army Knife Analogy
Sources• Presentation Design:
https://it.usu.edu/fact/files/uploads/PP_BestPractices.pdf• Customer Service Fundamentals:
School of hard wordsToo many mistakes so we quit counting“I told you so!”Late night thoughts “I should have …”
fin
Automation
• What works now?• What’s broken or weak?• Communication Quality
Prioritizing Service
• Identifying “JOB ONE”• Taking care of internal and external customers• The right people in the right place