Division of Student Affairs and

Enrollment Management
Customer Service Training Overview

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Program Overview

Program began as Pilot in Swinney Recreation in

the Spring of 2009
Extended to Division of Student Affairs and
Enrollment Management Fall of 2009 for all student
employees
Since Fall 2009 have trained over 600 student
employees in this two hour program

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Providing
Excellent
Customer Service
Starbucks Customer Service Video

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Who is the customer?

Faculty

Staff

Commuting Students

Residential Students

International Students
Future Students
University Guests
University Guests
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Community Members

Customer Service Basics

Your stress level affects your ability to serve

others effectively.
Customer perceptions, satisfaction and
complaints MATTER to us.
We must close the customer service gap.
There are critical customer service areas and
mistakes.
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The Customer Service Gap

EXPECTED SERVICE
Customer Service Gap

PERCEIVED SERVICE

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Perceptions of Customer Service

For your customers, perception is reality!
Perceptions are created at every contact.
Perceptions are dynamic and individual;
perceptions change moment to moment and from
person to person.
Assess perceptions of customer service by asking:

How do my customers see me?

How do I know they see me this way?

How do I want them to see me?

How do I see my service?

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The Four Ps

PRINCIPLE

Represent UMKC with HONESTY.

Abide by the RULES.

POLITENESS

Be THOUGHTFUL.
Be COURTEOUS .

Be KIND.

PRIDE

PROFESSIONALISM

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Show respect
To YOURSELF.
To UMKC.
To the CUSTOMER.

Do your BEST.
Use your BEST.
Present your BEST.

Where are the Critical Customer

Service Moments? Everywhere!

Primacy: The first contact leaves a powerful

impression.

Visual- front office space

Verbal- greeting

General tone of conversation

Recency: The last contact leaves a lasting
impression.

Result: Did the customer get what they expected?

What was the last interaction?
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Critical Customer Service

Areas in Most Offices
Stay consistent during hectic and slow times.
Phone call after phone call
Face-to-face contact with student after student.
Mail, mail and more mail
Form after form to be processed
Not all customer service moments are equal. What
do you think they will remember most?

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Actively Avoid the Critical Mistakes

Absence of any communication

Use the persons name when you know it.

Hear the message: please tell me more about
Interpret the message: I apologize that you were cut off
Evaluate the message: What can I do to help

Generic comments out of habit

Be descriptive: In similar situations, we

Refer to their story: Thank you for talking to me today
about
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Avoiding the Critical Mistakes (continued)

Poor body language or appearance

Matching aggression with aggression

I disagree
You never
You should

No emotional response - flat affect

Showing no empathy or acting like you dont care

Focusing on WIIFM (whats in it for me?)

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Focus on Satisfaction over Service

Each student deserves to be treated as unique

How customers rate service providers:

Reliability: Deliver as promised

Responsiveness: Positive, prompt and polite
Empathy: Care, concern and consideration
Tangibles: Quality, appearance and ease
Assurance: Courtesy, respect, helpful and knowledgeable

Customers do not care what you know until they know you care. L.L. Bean

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Video

Shep Hyken - Customer Service Cab Story

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Get the Picture

Everyone working toward a common goal of providing

Awesome Customer Service!

Meet the goals of your

administration.
Happy current customers.
Happy new customers.
Office harmony
Employees are happy.
Job performance excels.
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Resources

Cramer, Kathryn D., PH.D. and Wasiak, Hank.(2006). Change The Way You See
Everything. Philadelphia and London: Running Press.

Gilleylen, Shawn E., Success with Etiquette Training Program. (2007),

Administrative Support Associates: http://www.successwithetiquette.com

Institute of Customer Services (Turban et al (2002):

http://www.instituteofcustomerservice.com

Mackey, Customer Service Training and Proper Etiquette. Customer Service

Training. Kansas City: LJoyces Coordinating and Consulting, 2008

Moran Consulting, Inc: http://www.moraninc.com

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