Value Added Customer Service

Transcription

1 Value Added Customer Service for Research Administrators Dana Carroll v

2 Create an Extraordinary Experience for Our Customers Who are your customers? What matters to them? Creating a culture of fun that makes service the #1 priority. When customers needs conflict? Tips for Research Administrators

3 What s Our Purpose Research Administration helps others to create useful knowledge that knowledge is used to make life better for all of us.

4 How do We Fulfill Our Purpose Serving Others You make a living by what you get, you make a life by what you give.

5 What s Your Pickle?

6 We Serve People CONNECT with your customers. ~ How would you want to be treated? ANTICIPATE what they'll need next. ~ How can you take the initiative? DELIGHT your customers. ~ How can you exceed expectations? INSPIRE yourself and others. ~ How can you set the example?

7 Our Customers

8 How We Can Better Serve People CONNECT Warm Friendly Helpful Competent Personal Compassionate

9 How We Can Better Serve People ANTICIPATE Adopt their Perspective Take Initiative Add a Little More

10 How We Can Better Serve People DELIGHT Special Unique Unexpected Enrich

11 How We Can Better Serve People INSPIRE Humor Fun Enthusiasm Positive Energy

12 Listen and Empathize I can see how that would That sounds. You must feel That had to be I m sorry that

13 Competency The quality of your work is a form of customer service. Cheerfully sharing your expertise and commitment is the value you add to the administration of proposals and awards. Finding solutions and providing guidance are among the highest forms of customer service.

14 Create Value Courtesy (nicer) Quantity (more) Quality (better) Efficiency (faster) Creative (special) Humor (fun)

15 Goodwill Encourages forgiveness Encourages trust and loyalty Encourages cooperation Encourages understanding Improves the value of your services.

16 Goodwill

17 Building Rapport Hi, How are you? How can I help What can I do to. That s interesting, tell me more, tell me why, How would you like me to I d be happy to What can I do to make it right?

18 Magic Words Yes Please Thank you You re welcome I m sorry

19 Key Principles for Ensuring Service Happy Customers Make serving others your # 1 priority. Exceed expectations Make things right

20 Key Principles for Ensuring Attitude Happy Customers Choose your attitude How you think = how you treat your customers. Attitudes are contagious Your customer service attitude is contagious. What are your customers catching? Lisa Ford

21 Key Principles for Ensuring Happy Customers Consistency reliably meeting high standards for excellent customer service builds: Good will Trust Loyalty

22 Key Principles for Ensuring Teamwork Happy Customers Help each other Make each other look good Celebrate

23 Feedback What could we do better?

24 Actions Speak Louder than Words Ask for Suggestions Act on Feedback Provide Explanations but not Excuses Fix Broken Processes, Procedures or Policies Be honest Admit mistakes

25 S.M.A.R.T Specific Measurable Attainable Realistic Time-Focused Appreciation Acts of Gratitude Reward the Good

26 Tips for Research Administrators Develop and hire individuals who have service-oriented personalities and who are patient. Balance workloads so customer service isn t compromised. Help your customers understand you re the why behind your policies, how your systems work, and what to expect. Treat everyone fairly and with courtesy. Be transparent and candid.

27 Tips for Research Administrators, CSP Maintain a positive, constructive attitude Be a good listener Identify and anticipate needs Know your boundaries Remain calm Be respectful Cut your colleagues some slack Apologize when you should and try to make it right.

28 Tips for Research Administrators, CSP Maintain a positive, constructive attitude Be a good listener Identify and anticipate needs Know your boundaries Remain calm Be respectful Cut your colleagues some slack Apologize when you should and try to make it right.

29 Who Adjusts Does the customer have to adjust to our needs or can we adjust to theirs? Make your processes convenient. Minimize the burden on your customers.

30 Hangry Today? What to do when you have an unhappy, dissatisfied or angry customer? React or

31 Making it Right Respect Empathy Sensitivity Plan your response Organize your thoughts Neutralize negativity Define the issue

32 Resources Give em the Pickle! Bob Farrell The Fred Factor: How Passion in Your Work and Life Can Turn the Ordinary into the Extraordinary and Fred 2.0: New Ideas on How to Keep Delivering Extraordinary Results, Mark Sanborn

33 Thank You