Begin with the egin with the end in mind…end in mind…
The Seven Habits of Highly Effective People (Covey, 1989)
• You get out, what you put in.
• What the critics say.• How do we shine?• Motivation &
Inspiration…• Service Excellence.
• Meet your expectations.
– Prompt attention.– Provide what you say you will.– Timely response.– Be polite and courteous.– Follow up…
• Deliver what you want.
– Service with a smile!
– Provide more than expected!
– Follow up before you’re missed!
The student-stakeholder
• Monetary vs. Developmental
Goal
• Consumer/Market Oriented
Outcomes
• Expect Choices, Options
• Expect Immediate Gratification
• May Feel Entitled to Outcome~(Manzer, 2009)
Poor service is the number one reason American companies lose business. 68% of customers stop doing business with a company because of poor service.
Customer service facts:
~Tyler International Research Institute, Inc.
90% of customers that stopped doing business made no attempt to tell the company why.
Customer service facts:
~Tyler International Research Institute, Inc.
70 % of dissatisfied customers never complain because they believe:
A. It’s not worth their time.
B. The business won’t listen.
C. The company won’t do anything about the complaint.
Customer service facts:
~Tyler International Research Institute, Inc.
The average dissatisfied customer tells 9 to 10 others of their dissatisfaction.
Customer service facts:
~Tyler International Research Institute, Inc.
It costs between 5 and 10 ties as much to attract a new customer as it does to keep an old one.
Customer service facts:
~Tyler International Research Institute, Inc.
Customers will pay more for better service.
Customer service facts:
~Tyler International Research Institute, Inc.
Customers will tell a business where it needs improvement, all you have to do is ask.
Customer service facts:
~Tyler International Research Institute, Inc.
• Work together…
• Know your business…
• Get great at the basics…
• Evaluate your progress…
• Celebrate your success…
• Learn from your challenges…
Maslow’s Hierarchy …Maslow’s Hierarchy …
applied to customer service.applied to customer service.
Peak: How Great Companies Get Their Mojo from Maslow (Conley, 2008)
“ Every morning in Africa a gazelle wakes up. It knows it must run faster than the fastest lion or it will be killed.
Every morning a lion wakes up. It knows it must outrun the slowest gazelle or it will starve to death. It
doesn't matter whether you are a lion or a gazelle - when the sun comes up,
you'd better be running. ”
~Unknown
Purpose and Commitment
Communication and Responsiveness
Problem Solving and Empowerment
Accountability
Transformative Assessment
(Northeastern State University, 2008)