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.

• Keep it simple…–Focus on the details.–Meet your expectations.–Deliver what you want.

• Focus on the details.

• 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!

• Who is your customer?

• The customer is always right?

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)

Do you have any questions, comments or feedback?