dail "0" for customer service kyacac 2012

Dial “0” for Customer Service

Jeff Kallay, VP Consulting, a.k.a. “Apostle of Authenticity”

KY ACAC

Trent Gilbert, CXO, Chief eXperience Officer

Thursday, March 15, 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


The AdmissionsPerfect Storm


Party Scene? Security?

How Much?Thursday, March 15, 12

LOAN is a Four

Letter WordThursday, March 15, 12

Talking About Customer Service


5000Marketing Messages Consumers are Assaulted with per day

Consumers 18-65 years old, Ad Age 2010


64%Believe Advertising is “Dishonest” or “Unrealistic”



90%Trust Word-of-Mouth vs. Traditional Advertising



March 13, 2008


http://www.time.com/time/specials/2007/article/0,28804,1720049_1720050_1721684,00.html




We’re Replacing ServiceWith Do It Yourself


What Have We Removed?


Humanity (and civility)


Is Customer Service Dead?

Or have our expectations exceeded the realm of

common sense?


The emphasis has been put on cheap products and

services both by companies and customers alike.


Just as companies (and colleges) tend to be

bottom-line oriented, so too are today’s consumers.


We are increasingly hoping to save time and money, while squeezing maximum benefit from the most minimal of

purchases. Thursday, March 15, 12

But an educational experience

isn’t transactional.It’s more!


It’s anchored around human interaction and connections.


Tell us about your customer service experiences with these brands...


Eight Steps to “Good”

Customer Service


Customer Service #1

Answer the Phone


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


Customer Service #2

Manage Expectations


Customer Service #3

Listen to Customers

(Prospective Families)


Customer Service #4

Deal with Complaints


Customer Service #5

Be Helpful(Even if it doesn’t profit or benefit)


Customer Service #6

Train to Be:Helpful, Courteous and Knowledgeable


Customer Service #7

Take the Extra Step


Customer Service #8

Do Something

ExtraThursday, March 15, 12

“Great” Customer Service

1, 2, 3...


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


Assure the Customer (student or parent)Listen

Be HonestAsk open-ended questions

#2 It’s a Two-way Exchange


Control the situationExplain if you need more timeEnsure customer satisfaction

Always thank your customer (for their time)

#3 Time is valuable


“Exceptional”Customer Service

is FISHy


Charthouse / Fish! Philosophy

Something Smells Fishy


http://www.charthouse.com/content.aspx?name=home2




Pike Place Fish Market

Seattle Pike Place Fish Market - Tossing FishThursday, March 15, 12

http://www.youtube.com/watch?v=keGHUm2clns

http://www.youtube.com/watch?v=keGHUm2clns

PlayMake their day

Be There (or Be Present - give full attention)Choose your attitude

Fish! Philosophy


Johnny the BaggerThursday, March 15, 12

http://www.stservicemovie.com/

http://www.stservicemovie.com/

“People won’t remember what you say or do, but

they will always rememberhow you made them feel.”


Dial “0” for Customer Service

Jeff Kallay [email protected]

targetx.com/slideshare

Trent Gilbert [email protected]


mailto:[email protected]




dail "0" for customer service kyacac 2012

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