dail "0" for customer service pacac 2012
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Dial “0” for Customer Service
PACAC
Trent Gilbert, CXO, Chief eXperience Officer
Tuesday, June 26, 12
Managing ExpectationsThe Admissions Perfect Storm
Talking About Customer ServiceEight Steps to “Good” Customer Service
“Great” Customer Service 1, 2, 3...“Exceptional” Customer Service is FISHy
Keep LearningDiscussion
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The AdmissionsPerfect Storm
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Party Scene? Security?
How Much?Tuesday, June 26, 12
LOAN is a Four
Letter WordTuesday, June 26, 12
Talking About Customer Service
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5000Marketing Messages Consumers are Assaulted with per day
Consumers 18-65 years old, Ad Age 2010
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64%Believe Advertising is “Dishonest” or “Unrealistic”
Consumers 18-65 years old, Ad Age 2010
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90%Trust Word-of-Mouth vs. Traditional Advertising
Consumers 18-65 years old, Ad Age 2010
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March 13, 2008
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We’re Replacing ServiceWith Do It Yourself
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What Have We Removed?
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Humanity (and civility)
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Is Customer Service Dead?
Or have our expectations exceeded the realm of
common sense?
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The emphasis has been put on cheap products and
services both by companies and customers alike.
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Just as companies (and colleges) tend to be
bottom-line oriented, so too are today’s consumers.
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We are increasingly hoping to save time and money, while squeezing maximum benefit from the most minimal of
purchases. Tuesday, June 26, 12
But an educational experience
isn’t transactional.It’s more!
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It’s anchored around human interaction and connections.
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Tell us about your customer service experiences with these brands...
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Eight Steps to “Good”
Customer Service
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Customer Service #1
Answer the Phone
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Eight Phone Tips1. Answer by 3rd ring
2. Be warm and enthusiastic 3. Identify self and department4. Voice and diction, enunciate
5. Control your language6. Train your voice to be positive
7. Take clear and concise messages8. Return calls in one business day or less
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Customer Service #2
Manage Expectations
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Customer Service #3
Listen to Customers
(Prospective Families)
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Customer Service #4
Deal with Complaints
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Customer Service #5
Be Helpful(Even if it doesn’t profit or benefit)
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Customer Service #6
Train to Be:Helpful, Courteous and Knowledgeable
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Customer Service #7
Take the Extra Step
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Customer Service #8
Do Something
ExtraTuesday, June 26, 12
“Great” Customer Service
1, 2, 3...
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Be personal - Be humanDon’t let bad experiences carry over
Access customer informationKnow your customer expectations
Utilize your expertiseProvide immediate attention
#1 Wipe the Slate Clean
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Assure the Customer (student or parent)Listen
Be HonestAsk open-ended questions
#2 It’s a Two-way Exchange
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Control the situationExplain if you need more timeEnsure customer satisfaction
Always thank your customer (for their time)
#3 Time is valuable
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“Exceptional”Customer Service
is FISHy
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Charthouse / Fish! Philosophy
Something Smells Fishy
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Pike Place Fish Market
Seattle Pike Place Fish Market - Tossing FishTuesday, June 26, 12
PlayMake their day
Be There (or Be Present - give full attention)Choose your attitude
Fish! Philosophy
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“People won’t remember what you say or do, but
they will always rememberhow you made them feel.”
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Dial “0” for Customer Service
targetx.com/slideshare
Trent Gilbert gilbert@targetx.com
Tuesday, June 26, 12
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