Pride, Marcy M

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Liberty UniversityDigitalCommons@LibertyUniversityFaculty Publications and Presentations Jerry Falwell Library8-22-2009Customer Service @ The ILRCMarcy M. PrideLiberty University, mpride@liberty.eduFollow this and additional works at: http://digitalcommons.liberty.edu/lib_fac_pubsPart of the Library and Information Science CommonsThis Presentation is brought to you for free and open access by the Jerry Falwell Library at DigitalCommons@Liberty University. It has been acceptedfor inclusion in Faculty Publications and Presentations by an authorized administrator of DigitalCommons@Liberty University. For more information,please contact scholarlycommunication@liberty.edu.Recommended CitationPride, Marcy M., "Customer Service @ The ILRC" (2009). Faculty Publications and Presentations. Paper 45.http://digitalcommons.liberty.edu/lib_fac_pubs/45Customer Service@ The ILRCILRC Student OrientationMarcy PrideAugust 22, 2009Why We Give Great Customer Service•Johnny’s Storyhttp://www.stservicemovie.com/Servant  Leadership • Matthew 20:25-28• KJV:• 25But Jesus called them unto him, and said, Ye know that the princes of the Gentiles exercise dominion over them, and they that are great exercise authority upon them. • 26But it shall not be so among you: but whosoever will be great among you, let him be your minister; • 27And whosoever will be chief among you, let him be your servant: • 28Even as the Son of man came not to be ministered unto, but to minister, and to give his life a ransom for many.Equipping You to Serve• Ephesians 2:8-22• NIV:• …19Consequently, you are no longer foreigners and aliens, but fellow citizens with God's people and members of God's household, 20built on the foundation of the apostles and prophets, with Christ Jesus himself as the chief cornerstone. 21In him the whole building is joined together and rises to become a holy temple in the Lord. 22And in him you too are being built together to become a dwelling in which God lives by his Spirit.Make Their DayBe kind and tenderheartedIt was My PleasureBe kindYesYesHow Can I Help You?SmileYesIt was My PleasureWhat else can I do for you? What else can I help you with?Be kind and tender heartedHow Can I Help You?Be kindBe Nice NowBe NiceDo to others as you would have them do to you.YesBe kindDid you find everything you need?Can I help you?What can I do for you?May I help?May I help?HelpDo goodHelpServeYesServiceHelpKindServeHelp each otherSmileSmile SmileYesKindCan I help?HelpBe nice nowI canCan I helpServeYes, I would love to help you.I will gladly help you.My pleasureServeI willServeI willI willYes I willGreat Customer Service• Define “customer”• Customer Service• Why it’s important • How we give itWhat OUR Customers Say about the ILRCAgree58%Disagree4%Strongly Agree32%Strongly Disagree6%The ILRC staff provides competent, friendly service.Sarcasm & IndifferenceAre not services offered hereWe Make their Day!!• Each Person• Every EncounterCustomer Creed• The customer is our reason for being here• It takes months to find a customer, seconds to loose one• Always courteous and polite during each contact• Always do more than is expected when you handle a customer’s problem• Never promise more than you can deliver• Continually look for ways to improve quality and add value to service for OUR customersThe Hostile, the Angry, & the ObnoxiousHow to handle these customers• Don’t take it personally• Focus on fixing the problem• Hand-off to a supervisor once you have done everything in your power to assistTelephone Etiquette• Put a smile in your voice• Start of with your name, your department, the question “How may help/serve you?”• If you can not help them, refer them properly and offer to transfer themExercise• Don’t Say this…• No problem• He went to the bathroom• Are we through yet ?• “Honey” or “buddy” or “lady”• Well it’s really not my problem• Yeah, Yeah, I’ll get it• Do say that…• It will be my pleasure or I’d be happy to• He’s unavailable• Will there be anything else ?• Customer’s name• I understand how this is frustrating• I’ll take care of that for youSeven Steps to WOW! Customer Service1. Commitment --apply yourself and go out of your way to be helpful2. Enthusiasm --Show an interest in your job 3. Intelligence -- customers rely on our knowledge4. Creativity --think “outside the box”5. Pleasantness --friendly approach brings out the best in customers6. Attentiveness --listen carefully7. Flexibility --show a willingness to do whatever it takes

Customer Service @ The ILRC

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