1. PROVIDING EXCELLENT
SERVICE
Presented by:
Nandy Nedd

2. DEFINITION OF CUSTOMER SERVICE
Lloyd C. Finch defines quality customer service as
satisfying customer needs, real or perceived, in a
consistent and dependable manner.
This is very important; it’s not your perception of how
good the service is that counts, it’s the customer’s
perception.

3. SCHOOL VISION
The vision of the school speaks to excellent
service:
To produce students and graduates who reflect
Christ’ excellent character, cultivate a culture of
academic rigor and give competent service to
God and man in preparation for eternity.

4. There are two distinct forms of customer
service in a school:
• Internal customer service – how the school engage students and staff
in the education process
• External customer service – how the school engage the community.
Internal customer service can go a long way toward helping us
understand the unmet needs of our students and staff and improve the
quality of our work as a result.
External customer service can garner community support in ways that
empower our work and strengthen partnerships that are beneficial for
students.

5. 5 REASONS CUSTOMERS LEAVE

6. SIX BASIC NEEDS OF SCHOOL
CUSTOMERS
1. Friendliness
2. Understanding and empathy
3. Fairness
4. Control
5. Options and alternatives
6. Information

7. HOW DO YOU MANAGE CONFLICTS?
Avoidance – avoiding your disputes because you do not want to get
into arguments with others
Accommodation – putting other people’s interest ahead of your own in
order to settle the dispute and keep the relationship
Collaboration – Coming together to find the best solution for both
parties without necessarily giving in to either position.
Compromise – Coming together to find a solution that is amicable to
both parties, but entails giving into the other individual’s interests and
position.
Competitive – Putting your own interests above the other person and
fighting for your position to win out in the dispute.

8. HOW DO YOU MANGE CONFLICTS?

9. THE ANGRY CUSTOMER

10. WHAT DOES AN ANGRY CUSTOMER
REALLY WANT?
• To be listened to
• To be taken seriously
• To be understood
• To be treated with respect
• Quick action
• Someone to be reprimanded or punished
• Assurance the problem will not occur again

11. FOUR BASIC STEPS TO DEFUSING AN
ANGRY CUSTOMER
Listen
Ask questions and summarize
Provide a solution and work together
Follow up

12. HOW DO YOU LISTEN?

13. TEN STEPS TO EFFECTIVE LISTENING
• 1. Face the speaker and maintain eye contact
• 2. be attentive yet relaxed
• 3. Keep an open mind
• 4. Listen to the words and try to picture what the
speaker is saying
• 5. Don't interrupt and don't impose your
“solutions”

14. TEN STEPS TO EFFECTIVE LISTENING
• 6. Wait for the speaker to pause to ask clarifying
questions
• 7. Ask questions only to ensure understanding
• 8. Try to feel what the speaker is feeling
• 9. Give the speaker regular feedbacks
• 10. Pay attention to non-verbal cues

15. RESPECTING THE CUSTOMER
•Judge the content, not the delivery
•Look beyond the anger at the real problem
•Take notes and don’t forget to summarize
•Stick to the facts, don’t put in editorial
comments

16. RESPECTING THE CUSTOMER
•Offer a solution, ask for the customer’s
input
•Follow up, complete the necessary
paperwork
•Follow up by calling the person /
department responsible
•When the interaction is complete,
apologize and thank the customer

17. REMEMBER
•Don’t TIP….(Take It Personally)
•Never dismiss a complaint
•Give your undivided attention
•Speak in a calm, reassuring voice
•Establish rapport by using the customer’s name
•Don’t start a chain reaction
•Practice patience and keep an open mind

18. REMEMBER
• When responding to customers, don’t use
jargon or language that intimidates
• Don’t shift the blame
• Don’t make excuses
• Voice
• Tone
• Body Language

19. “Customer service is everyone’s
responsibility.”
(Telephone Courtesy & Customer Service
Lloyd C. Finch, 2000)