1.
• We are staff of the Arizona Student Unions who believe
in providing excellent customer service.
• We want the Unions and you to be as successful as
possible.
• We are providing you with basic tips that, if
implemented, will help you in providing excellent
customer service.
are we doing here?

2.
But first…

3.
is a student union?
The union is the community center of the
college, serving students, faculty, staff,
alumni, and customers.
…when taken together, represent a
well-considered plan for the community
life of the college.
By whatever form or name, a college union is
an organization offering a variety of programs,
activities, services, and facilities…
As defined by the Association of College Unions International,

4.
– We are the “living room” of the University
• We offer a safe environment between classes
and home
– Study sessions and meetings
– Restaurants and Meal Plans
– Bookstore, Post Office, Fast Copy/Fast Design
– Career Services and employment
is a student union?
Student Life and Services

5.
- Center for Student Involvement & Leadership (CSIL)
• Student Government (ASUA)
• Clubs and organizations
- Professional Internship Program (PIP)
- Student Human Resources (SHR)
is a student union?
Student Programs & Development
Form relationships and develop leadership skills

6.
do we do…
…and who do we do it for?

7.
Our Customers
• Students
• Professors/Faculty
• Parents
• Visitors
• Tour groups
• Children
• Tucson Community
• Co-workers and other employees

8.
is Customer Service?
There are several definitions:
– An organization's ability to supply their customer's
wants and needs
– Assistance and other resources that a company
provides to the people who buy and/or use its
products or services
As defined by Webster's New Millennium™ Dictionary of English, Preview Edition (v 0.9.7) ,

9.
Excellent Customer Service is not just meeting the
customers’ needs.
Our Definition is…
To satisfy customer needs by providing
customer service that is:
• Professional
• Helpful
• Remarkable
• Memorable

10.
• What happened during your
experience? (was the experience good or bad?)
• How did that make you feel?
• How likely are you to return or use that
service again and why?
Your Customer Service
Experience

11.
Let these basic tips help you!
As an employee of the Unions, every
customer should have a positive
experience.

12.
elcome with a smile
ear what the customer is telling you
ction; accomplish the customer’s needs
hank the customer

13.
• A simple “hello” can create a
positive atmosphere
• Attitude is the core of customer
service
• People mirror attitudes and body
language
elcome with a smile

14.
Body Language
93% of what you say is not actually
what you ‘say’

15.
Body Language
What message is being sent?
Body Language Meaning
• Slouching, Glassy eyes
• Looking down/ Avoiding eye contact
• Drumming fingers/Playing with objects
• Hands gestures, Pointing
• Bored
• Lying, not being “present”
• Impatient, Annoyed, Confused
• Anger or frustration

16.
now?
Customer types to watch out for:
Customer Type How to Respond
• Hurried Customer
(late for class, work, etc.)
• Get them on their way as quickly as possible
• First-time Customer
• Put them at ease, explain options and make
suggestions
• Chatty or
Lingering Customer
• Take their order and politely ask them step aside
(in order to help the next customer in line)

17.
Listening is the most important part of a
dialogue…
ear what the customer is
telling you
…but it is the least taught

18.
Active Listening
• We remember 25-50% of what we hear
• Practicing “active listening” can help you hear
everything a customer says to you
?

19.
Steps to Active Listening
• Pay Attention
– Look at the speaker/make eye-contact
– ‘Listen’ to the speakers body language
• Show that you are listening
– Nod occasionally
– Encourage the speaker with verbal comments
• Provide feedback
– Paraphrase what the speaker has said
– Ask questions
• Don’t interrupt
• Respond appropriately

20.
• Be creative and resourceful
• Be helpful to customers...
even if it’s “not your job”
ction; accomplish the
customer’s need

21.
if I don’t know the
answer?
Choose the right words when responding
Avoid saying... Try this instead…
• No
• I don’t know
• That’s not my job
• That’s not my fault
• Call me back
• We can’t do that
• What I can do is
• Let me find out
• This is who can help you
• Let’s see what we can do about this
• I will call you back
• Let’s see what I can do

22.
• Encourage the customer to return
• Leaving on a positive note makes
customers want to come back
hank the customer

23.
Questions?

24.
Customer Service Tips
• The customer is the job, not an interruption of it
• Be proactive -- ask how you may be of service
• Be patient, learn to anticipate needs
• Remember names and orders
• Treat people as you would like (and expect) to be treated
• Remember: you’re on a team!
and call for help when needed

25.
Importance of Appearance
• Follow your department’s dress code
• Keep food and drink out of sight
• Avoid talking about customers in front of
other customers
• No text messaging or making/receiving personal calls or in
your work area
• Don’t curse or be inappropriate

26.
Handling Tough Situations
There will be certain situations where you will
need to provide additional customer service.
We want you to be prepared to handle
these situations.

27.
do I do with a tough
customer?
• Stay calm
• Realize their frustration
• Apologize for the situation
– “I’m sorry that this has happened…”
• Concentrate on what can be done
• The customer may not be right, but they
should feel understood

28.
Handling Complaints
• Ask the customer to explain their concern
• Listen to and acknowledge their concern
• “Ok, I understand what you’re saying…”
• Restate the concern
• Offer solutions and alternatives
• Inform your supervisor

29.
if a customer personally
attacks me?
• You are not expected to deal with
customers who become abusive
towards you
• This includes:
– Verbally Abusive
– Profanity
– Physically Abusive

30.
If you are ever in doubt about your
safety or the safety of others
call 911 for UAPD {from a unit phone}
NOTE: if you use your cell phone call 621-8273 (UAPD)
Be sure to inform your supervisor of
the situation.

31.
Questions?

32.
An Example…

33.
elcome with a smile
ear what the customer is telling you
ction; accomplish the customer’s needs
hank the customer

34.
Workplace Concerns
(Student Employees)
• Student HR is a group that enhances and
represents the student workforce.
• Contact Student HR with any workplace
concerns or complaints:
• unionshr@email.arizona.edu
• 520-626-9205
• 3rd Floor, Room #333B
• Comments can be anonymous
• Want to help? Join SHR!

35.
Workplace Concerns
(Full-time Employees)
• UA Human Resources for any workplace
concerns or grievances
• www.hr.arizona.edu
• 520.621.3662
• Information accessible over HR website:
• Life & Work Connections
• Benefits Enrollment
• Employee Link
• Vacation, Leave, Professional Development

36.
THANK YOU!
You are W.H.A.T. makes the
Arizona Student Union a great
place to work and visit!!

37.
Go out and do
is expected
