Transcript The 4 Disciplines of Execution

Awareness Training 2010
Presented by The Office of Lifelong Learning
Presented by:
Work Session Leader:
Ron Paul
Joyce Hanley & Ron Paul
Why are you here?
• Mandated by Cal U’s Administrative Council and
the Board of Trustees
• Goal: promote positive interaction with our
customers
Objectives
• Know how to handle inquiries (in-person and on the
phone)
• Know how to obtain necessary information from
callers and visitors
• Be able to utilize the features of the phones
• Know how to utilize online resources
Agenda – Customer Service
• What is good customer service?
• Who are our customers?
• Why is good customer service so important?
Agenda – Communication Skills
• Good communication skills – what are they and why
do we find it so hard to communicate?
• How can I improve my active listening skills?
Agenda – Phone Coverage
• What to do when the phone rings
–
–
–
–
What to say first
Top 5 list of things to ask
Handling transfers
Putting callers on hold
• How do I find the right person or
department? What resources are
available to me?
Customer Service
Part One
Customer Service
What constitutes good customer service?
•
•
•
•
Reliability
Confidence
Empathy
Responsiveness
Why is good Customer Service
so important?
• “First impressions are indelibly marked on the fabric
of the mind.”
• Our goal is to create a positive experience for every
customer.
Who are our Customers?
• External
– Prospective Students
– Parents
– Other interested parties
• Internal
– Staff
– Faculty
– Students
Self-fulfilling Prophecy
Increase in Enrollment
and
Better Services
Good Customer
Service
Better Customer
Experiences
But my degree isn’t in Public
Relations!
• You come into contact with customers everywhere
• You are the face of Cal U – they will judge Cal U by
their impression of you
In other words …
You are
Cal U !
Quick Check
• What is good customer service?
• Who are our customers?
• Why is good customer service so important?
Communication Skills
Part Two
What are the costs of ineffective
communication?
• Lost opportunities
• Mistakes/rework
• Confusion/mistrust
Barriers to Effective
Communication
• Environmental
• Verbal
• Interpersonal
Barriers to Effective
Communication
• Environmental – parts of your surroundings that
have a negative effect on communication
• Verbal – ways of speaking that get in the way of
good communication
• Interpersonal – relationship issues between people
that have a negative effect on communication
– Stereotypes
– Hot buttons
– Attitude
Ways to overcome barriers
• Environmental
– Control the setting
– Plan to talk when there are minimal disruptions
• Verbal
– Know what you want to say and be clear
– Ask questions and confirm
– Listen
• Interpersonal
– Set aside biases and assumptions
– Be alert for possible differences in perceptions
Hearing vs. Listening
What’s the big deal?
Hearing vs. Listening
Hearing is a physical process
The ears hear.
Listening is an intellectual and
an emotional process.
The whole body listens.
Hearing is a sense of sound.
Listening is a search for meaning.
Why don’t we listen?
•
•
•
•
•
Interruptions
Fear of not having all of the answers
Believing that you know more than the speaker
The speaker pushes a hot button
Pseudo-listening
Active Listening
• Confirm your understanding by repeating it
• Ask questions if you are unclear about anything
• Read back critical information to ensure that you got
it right
Top 10 Tips for Active Listening
10.
9.
8.
7.
6.
5.
Take notes!
Be a CSI!
Stay calm!
Forget about this weekend – concentrate!
Listen for the unspoken!
Don’t be judgmental!
Top 10 (continued)
4. Let the caller know you understand!
3. Don’t interrupt… well, unless you must!
2. It ISN’T all about you!
AND
1. Be prepared!
There is a reason why we were
born with:
2 ears and only 1 mouth!
Quick Check
•
•
•
•
•
What are the three costs of poor communication?
Name three types of barriers to communication.
How can you overcome those barriers?
What are 5 reasons we do not listen well?
Name the top 10 tips for active listening!
Phone Coverage
Part Three
It’s ringing… now what??
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•
•
•
Offer a salutation
State the name of the department
Give your name (first name only, no nicknames)
Offer assistance – how may I help you?
What’s Hot & What’s Not
• May I tell him who
is calling, please?
• May I ask what
you call is in
regard to?
• May I have your
phone number,
please?
• May I have her
return the call?
• Who’s calling?
• What’s your
name?
• Will she know who
you are?
• What’s it
regarding?
• What do you
want?
Would you like to leave a
message?
• Full name
• Date and time of call
• Company or department or student’s name (if a
parent)
• Their phone number
• The message
I can’t tell them what??
• Do not disclose information about a student to an
external caller (parents, other parties) –
schedules, grades, SSNs, financial aid
information, etc.
• WHEN IN DOUBT, DON’T GIVE IT OUT!!
Transferring a Call
• How do you feel when someone says
they will transfer you?
• Why do you feel that way? What is
the worst that can happen?
• Try alternative phrases
– I’ll connect you with Ms. Burns now
– I will put you in touch with the Bursar’s
office now
And, most
importantly…
Don’t hang up!!
Why stay on the line?
• Avoid the dead-end transfer
• Provide the introduction
– Name
– Reason for the call and transfer
• Just remember – the caller can hear you the ENTIRE
time – so be RESPECTFUL!
How to transfer a call in 5 easy
steps
1.
2.
3.
4.
5.
Tell the caller:
a.
b.
c.
that you are going to transfer the call
the name and extension of the person you are
transferring to
preview the process if applicable
Press the Transfer button once.
Enter the extension you are transferring to. It
will ring and a person will pick up. Introduce
yourself and that you will be transferring a call
and tell them who the caller wishes to speak with.
Press the Transfer button again.
Hang up! The call will automatically connect to
the number you’ve transferred it to. Job well
done!
What if I reach their voicemail
instead of the live person?
1. Press the Resume Call button to
return to the caller. Tell the caller
that the party is not answering.
2. Ask if they would like to leave a
voicemail message
a.
b.
If YES – tell them to follow the directions to
leave a message and follow instructions again
to transfer the call and hang up.
If NO – tell them to call back later and hang
up.
How to put a call on hold
1. Ask permission FIRST!!
2. Press the HOLD button.
3. To pick up again, press the Resume
Call button.
4. When you come back on the line,
THANK THEM for holding.
5. Don’t leave a caller on hold more
than 30 seconds without checking
back.
6. Don’t leave them on hold more than
3 minutes EVER.
Top Five Hot Buttons for Callers
5.
4.
3.
2.
I can’t
I don’t know
I’ll be honest with you
You’ll have to
AND
1. I’ll try
What do we do with an angry
caller?
• Duck!
• Hit back!
• Disconnect them!
These solutions render you…
Powerless!!!
What do we do with an angry
caller? Let’s try again…
• Why do we get angry? Because we care about
something!
• You have been given a gift – the opportunity to
make something good happen!
• Just do it!!
Handling an Angry Caller
• Use the EAR method to calm an angry caller
– E – Empathize
– A – Acknowledge/Apologize
– R - Responsibility
Show ‘em what you got!
•
•
•
•
Be careful with humor!
Avoid jargon!
Avoid slang!
NEVER speak disparagingly about the department,
the school, your coworkers!
• Put a smile in your voice!
Wait, Wait, Don’t Tell Me…
• Online Resources
– www.calu.edu Quick Links
• Telephone Directory
– Organized by name and
hierarchy
– Has name, department, title,
room, phone and mailbox
number
Quick Check
• What do you say when you answer the phone?
• What information should you obtain when
taking a message?
• What are the steps for transferring a call?
• What are the steps for placing a caller on hold?
• What is the EAR method for handling angry
callers?
• What two resources should you always have
handy when answering the phones or greeting
visitors?
Completion of Course
In order to complete the course, you must successfully complete a short
test on customer service and listening skills at the end of this presentation.
Please use a SCANTRON form for the answers. If you do not already have
one, you may request one from your work site or pick one up in the Office
of Lifelong Learning, Eberly 202, from 8:00 – 4:00 daily.
Be sure to include your name, the department in which you work, a phone
number, and email address on the SCANTRON form. Return it to Eberly
202.
When you complete the test successfully, your Certificate will be mailed to
your work site.
If you do not complete the test successfully, you will be asked to review
the materials and re-test.
Please call the Office of Lifelong Learning at x5840 with any questions.
Good luck!
Customer Service Test
1. One of the four characteristics of good customer service (as
provided in the presentation) is:
a. Sympathy
b. Empathy
c. Practicality
d. Efficiency
2. There are two types of customers:
a. Staff and Faculty
b. Internal and external
c. Inner and outer
d. Internal and guest
Customer Service Test
(continued)
3. An example of an external customer would be:
a. Staff
b. Faculty
c. Parent
4. The goal for the training is to create a _______ experience for
every customer.
a. Memorable
b. Positive
c. Impressive
Customer Service Test
(continued)
5. An example of an internal customer would be:
a. Staff
b. Student
c. Parent
6. When we provide excellent customer service, our customers are
happier with their University experience, and that translates into
higher enrollment and better services.
a. True
b. False
Customer Service Test
(continued)
7. Which of the following is NOT a cost of ineffective
communication:
a. Confusion/mistrust
b. Lost opportunities
c. Loss of self-esteem
d. Mistakes/Re-work
8. The ways of speaking that get in the way of good
communication are interpersonal barriers.
a. True
b. False
Customer Service Test
(continued)
9. The parts of your surroundings that have a negative effect on the
communication are environmental barriers.
a. True
b. False
10.When people push hot buttons, it has little if any impact on their
ability to communicate effectively.
a. True
b. False
Customer Service Test
(continued)
11.Our brains are able to process words about three times as quickly
as our mouths can speak the words.
a. True
b. False
12.Which of the following is NOT a tip for becoming an active
listener:
a. Be prepared
b. Listen for the unspoken
c. Sympathize with the customer
d. Empathize with the customer
Customer Service Test
(continued)
13.You use the Transfer button when placing a caller on hold.
a. True
b. False
14.When you use the EAR method for dealing with irate callers, you:
a. Empathize, Apologize, Respond
b. Emphasize, Apologize, Responsibility
c. Empathize, Apologize, Responsibility
Customer Service Test
(continued)
15.When taking a message, you need only get the caller’s name and
phone number.
a. True
b. False
16.If a parent calls and asks for a student’s schedule, you are not
permitted to divulge that information to the caller.
a. True
b. False
Customer Service Test
(continued)
17.When transferring a call, you should immediately hang up as soon
as you have dialed the extension.
a. True
b. False
18.You should never leave a caller on hold for more than 30 seconds
without checking back.
a. True
b. False
Customer Service Test
(continued)
19.The Telephone Directory provides both the campus location and
the mailbox number for all staff and faculty.
a. True
b. False
20.The interaction that a customer has with you might be the basis
for their opinion of the University overall.
a. True
b. False