taspa - it's all about the smile!
DESCRIPTION
For TASPA Fall Support Staff Conference.TRANSCRIPT
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©2014 Brad Domitrovich ▴ PR Zealot, Speaker, Educator
It’s all about the smile!
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SMILING makes a great first impression!
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A SMILE is the simplest form of customer service that we can provide.
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What is Customer Service?
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Customer service is a series of activities designed
to enhance the level of customer satisfaction.
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Customer service is the feeling that a product
or service has met the customer’s expectations.
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Customer service is the connection you make with all your customers.
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In a customer service survey, 95% of the people who had
a POSITIVE experience visiting an office for the first time
remembered what two things?
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The person ...
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... and their smile!
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In a customer service survey, 90% of the people who had
a NEGATIVE experience visiting an office for the first time
remembered what two things?
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The person ...
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... and their smile!
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Fundamental Needs of a Customer
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To feel welcomed.
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To be understood.
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To obtain assistance.
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To be valued.
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To retain dignity.
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All of your customer’s needs can be met if you start with a smile!
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Five Rules for Great Customer Service
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Keep customers the priority.
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Over-deliver whenever possible.
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Offer choices.
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Be access-approachable.
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Use logic and not emotion.
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Remember the fundamental needs
of a customer? • To feel welcomed.
• To be understood.
• To obtain assistance with their problem.
• To be valued.
• To retain dignity.
Makes sense, huh?
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Positive PR Thoughts for School Personnel
(PR = People Relationships)
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You only get one chance to make a first impression.
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Communication is not what you say, but how people
interpret what you say.
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Always be a part of the solution and never a part of the problem.
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Give everyone the gift of undivided attention.
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Make sure people feel better after they have talked to you.
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How do you do that? ... start with a smile!
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A SMILE can change our attitude.
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Some Closing Thoughts on Customer Service
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Words like “Please”, “Sorry”, and “Thank you”, should be a part
of everyone’s vocabulary.
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Remember that co-workers are customers too!
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Show genuine interest in everyone you meet.
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Your kindness or generosity may encourage someone today.
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Treat others today the way that you want to be treated.
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Smile + Attitude = GREAT Customer Service
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©2014 Brad Domitrovich ▴ PR Zealot, Speaker, Educator
It’s all about the smile!