DELIVERIN

G EXC

EPTIO

NAL

CUSTOMER S

ERVICE

PRESENTE

D BY S

TUDEN

T AFF

AIRS S

PECIA

L PROGRAM

S TEA

M

WELCOME TO CSN

We are excited to have you on our team and want you to be proud

to serve the students and faculty here by providing:

- GOOD ???

- GREAT ???

- EXCELLENT ???

- EXCEPTIONAL – that’s it

Customer Service

CUSTOMER CONTACT IS A MOMENT OF TRUTH

When “customers” first meet us they immediately form opinions about us and our organization. Those impressions include things about character, efficiency, and friendliness. They will

decide in 7 seconds from 11 impressions whether they…

• Like You

• Dislike You

• Indifferent

… that will largely determine the satisfaction of their experience (and yours)

1- Cleanliness

2- Warmth (engaging)

3- Credible

4- Knowledgeable

5- Responsive

6- Friendly

7- Helpful

8- Understanding

9- Courteous

10- Confident

11- Professional

7-11 QUIZ

PROFESSIONALISM Positive Attitude

Attentive – listen and care (make them know they matter)o Give accurate information, don’t be afraid to say “I don’t

know, but I will find out” Friendly approach – watch for non-verbal and body language

signsEye contact (best response in 2 seconds)Learning to say no with tact and courtesy and confidenceo Stay positive

Attention to detailo Go the extra mileo Use names whenever possible

Work EthicsPunctualityTime ManagementManage multi-taskingFollow the chain of command

PROFESSIONALISM CONTINUED

Etiquette Telephone

Greeting Holds Transfers

Workspace Clean from clutter Organized (know where to find things and put them back in their place) No food, drinks in covered containers Socializing limited to break times (includes

Appearance Refer to handout for helpful guidelines

COMMUNICATION

Use Clear and Concise Communication and be the Problem Solver

Verbal Speak clearly at an appropriate speed Be aware of your tone and inflections Give undivided attention

Written business email and letters/memos Use correct grammar (no text talk or IM speak) Limit styles and images Be careful of font colors Use correct case (not all caps or lower case)

Non-verbal Watch body language, lack of eye contact or signs of frustration

COMMUNICATION CONTINUED

Language Avoid use of:o Vulgar or profanity languageo Sexually explicit or suggestive commentsoDiscriminatory or demeaning commentsThere is never an appropriate time for any of these in the

workplace

Confidentiality HIPAA – Health Insurance Portability and Accountability Act FERPA – Family Educational Rights and Privacy Act Adjust tone and volume Use a privacy screen where appropriate

KNOWLEDGE AND LEARNING

Knowledge is an acquaintance with or understanding of facts and truths

Learning is a willingness to become acquainted with facts and truths not yet understood

Working Knowledge Job description, responsibilities and performance expectations Where to find college policies and procedures Department policies, procedures and expectations Functions of MyCSN Stay current on email and department updates for up-to-date

information General Knowledge

General knowledge about CSN/Infrastructure Important college dates and events CSN catalog (online) Cross training or knowledge of other department functions

KNOWLEDGE AND LEARNING CONTINUED

Willingness for continued learning Participate in staff training See supervisor for permission to attend professional development

workshops of interest for career and advancement learning. Be sure to check the CAPE website for offerings

Assignment of an inner department mentor for the first 90 days

DIVERSITY

Be understanding and accepting of people or situations that do not fit your comfort zone

Keep you temperament in check

Be aware of your biases

TEAMWORK Be respectful of all members of your team

Be coachable and open minded to help offered by your supervisor or other members of your team

Be willing to work together to accomplish department and institutional goals

Be willing to be available and do your share of necessary extras (take one for the team)

Be willing to share you knowledge with others. Mentor and support new team members

Give recognition and credit wherever you can for a job well done or a difficult situation well handled.

Exceptional customer service Maintain a high level of professionalism by following the guidelines and handouts from today’s discussion

Listen and be attentive to what your customer needs

Communicate using clear and concise business language and remember to watch body language

Be a life long learner at your job as well as your personal education. Take opportunities to learn new things and become aware of all the services provided at CSN so you can help and refer seamlessly

Be understanding of all people and situations, especially where you may have biases that are contrary

Smile, be happy and have fun! It will always show in the service

you give