Miami Ohio Housing, Dining and Guest Services
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Miami Ohio Housing, Dining and Guest Services
- 1. You Are the Heart And Soul of the Miami Experience Miami University - Department of Housing, Dining and Guest Services Jeff Kallay, VP Consulting, “Apostle of Authenticity”
- 2. About Jeff and TargetX
- 3. Managing Expectations Higher Education’s Perfect Storm Is Customer Service Dead? An “Obituary” for Customer Service 1-2-3’s of Customer Service Basics The Customer Experience Something Smells Fishy Simple Truth of Service
- 4. Take-Away 1. College is an intimate product choice 2. Go to college or Go away to college 3. You are very important - each of you are recruiters and retainers
- 6. 1. 2nd cohort Millennials 2. Shift from Boomer to Xer Parent 3. Great Recession
- 9. Generational Shift. (students & parents)
- 10. GI Generation (’01-’24) Silent Generation (’25-’42) Baby-Boomers (’43-’60) Generation X (’61-’81) Millennials (’82-’00) Homeland or iGen (2000-current)
- 11. Boomer Parents GenX Parents Born in 1982 Graduate College High School Elementary School “New Silent Generation”
- 12. The Economy.
- 13. “Loan crisis goes to college.” CNN Money.com, May 2010 “College loans are the new subprime crisis” New York Times, June 2010 “1 in 5 college grads can’t make monthly loan payments” Charlotte Observer, April 2010
- 14. 46% Colleges with Students Stopping Out Impact of Economy on Enrollment, NAICU, October 2009
- 15. 22% Enrolling Fewer Returning Students Impact of Economy on Enrollment, NAICU, October 2009
- 16. 29% Smaller Freshman Classes than Expected Impact of Economy on Enrollment, NAICU, May 2010
- 17. Meeting Operating Expenses The Common Fund Freezes Paying Off or Pausing Capital Improvements Increased Discount Rate Largest Increase from Employee Benefits Frozen or Cut Professional Development Expenses Staff Reduction
- 18. Weathering The Perfect Storm
- 20. Is Customer Service Dead? What do you think?
- 28. An “Obituary” for Customer Service
- 29. March 13, 2008
- 31. We’re Replacing Service With Do It Yourself
- 37. What Have We Removed?
- 39. Is Customer Service Dead? Or have our expectations exceeded the realm of common sense?
- 40. The emphasis has been put on cheap products and services both by companies and customers alike.
- 41. Just as companies (and colleges) tend to be bottom-line oriented, so too are today’s consumers.
- 42. We are increasingly hoping to save time and money, while squeezing maximum benefit from the most minimal of purchases.
- 43. But a college experience isn’t transactional. It’s more!
- 44. It’s anchored around human interaction and connections.
- 45. 1-2-3’s of Customer Service Basics
- 46. #1 Wipe the slate clean Be personal - Be human Don’t let bad experiences carry over Access customer information Know your customer expectations Utilize your expertise Provide immediate attention
- 47. #2 It’s a two-way exchange Assure the customer Listen Be honest Ask open ended questions
- 48. #3 Time is valuable Control the situation Explain if you need more time Ensure customer satisfaction Always thank your customer (for their time)
- 49. Customer Service Should Be Customer Experience
- 50. Welcome to the Experience Economy Pine & Gilmore
- 51. The Experience IS the Marketing on Experiences ssi gre ro cP mi Text Service/Info no co fE ryo eo Th Industrial Agrarian
- 52. Millennials Kaitlin Caitlin Kate Lynn
- 53. 83% Freshmen who have never shared a room Chronicle of Higher Education, October 2009
- 54. 20% More stuff in weight compared to home of 20 years ago Advertising Age, October 2009
- 55. “Why Students Apply” Arts & Science Group Student Poll 2004
- 56. Web and In Person - 84% use the web most heavily in researching colleges - 71% say the campus visit is the most trusted source of information Eduventures 2007 Survey of 7,867 High school junior and seniors. Reported in The Chronicle of Higher Education “Prospective Students Rely on Campus Visits and Web Sites to Learn About Colleges, Report Says”
- 59. Rendering a Customer Experience Eliminate negative cues Making memories Engage all the senses Tell stories Customization (we all want what we want) Engage emotions
- 60. Play Your Role Accept Demanding and Savvy Consumers “They Want What They Want When They Want It” Stop and Say “Hello” and “Welcome” Remember requests to meet with faculty and staff or sit in class are norm not the exception
- 61. Something Smells Fishy Charthouse / Fish! Philosophy
- 62. Pike Place Fish Market Seattle Pike Place Fish Market - Tossing Fish
- 63. Fish! Philosophy Play Make their day Be There (or Be Present - give full attention) Choose your attitude
- 64. Simple Truth of Service Johnny the Bagger
- 65. “People won’t remember what you say or do, but they will always remember how you made them feel.”
- 66. How do you make people feel?
- 67. Mission Statement We are a team dedicated to enriching the Miami experience by providing excellent products and services. Foundation Goals We are committed to the highest possible standards in: • Health and safety • Economy of operations • Quality of products and services Core Values As a member of the HDGS team, I will: • Practice personal accountability, beginning with ME. • Commit to continuous learning and improvement. • Assist other members of our team in the pursuit of excellence. • Promote trust and respect. • Support diversity and acceptance, appreciating differences that define us each as unique individuals. • Respond to the needs and expectations of all our customers. • Understand that a complaint is an opportunity. • Support meaningful learning experiences for students. • Use our earth’s resources responsibly.
- 68. How do you make people feel?
- 69. Want More? Read Our Blogs: TargetX Blog at www.targetx.com/ithink/
- 70. Free on Friday Webcasts Free On Friday Webcasts Watch Past Webcasts
- 71. Download Session PDF #1 Go to www.targetx.com click iThink Blog click Slide Presentations #2 Go to www.slideshare.net/targetx #3 kallay@targetx.com
- 72. You Are the Heart And Soul of the Miami Experience Miami University - Department of Housing, Dining and Guest Services Jeff Kallay, VP Consulting, “Apostle of Authenticity”