Customer service on campus

"BETTER THAN OUR BEST":
CUSTOMER SERVICE ON CAMPUS

"Better Than Our Best" is concerned with providing excellent service to ALL customers, internal and external. It examines how customers are likely to evaluate your service performance, the "Ten Deadly Sins" of customer service which undermine the ability to serve well, and how to celebrate constructively when excellent service is achieved.

This presentation also available on Video!

Scenes Included in the Program:

ARE YOU THE ONE IN CHARGE?
An employee attempts to meet the needs of an irate parent whose child has run up parking ticket fees and absconded with the student loan money. When it becomes clear that the parent's demands are unreasonable, she is faced with the common dilemma in providing excellent service; how do you respectfully process a customer who is clearly in the wrong?

WHAT WE ALL WANT
To improve upon a challenging service situation, one must first understand and empathize. Here, an employee, once eager to serve, finds his heart no longer in it. He explains how excessive demands have caused job burnout, declining performance and lost productivity.

PROMISES
Observe how broken promises from outside vendors and unrealistic demands of the customer can lead to a service fiasco. Thorough and honest communication, particularly between departments, is essential to providing excellent service.

INGREDIENTS
Service with a smile was enough in the past, but not in today's markets. This scene illustrates how employee enthusiasm and ability in backing up service with substance goes a long way toward customer satisfaction.

TEN DEADLY SINS
Part of serving well is knowing what not to do. This series of short vignettes illustrates the Ten Deadly Sins of customer service as compiled by Karl Albrecht in his book, "At America's Service".

CELEBRATE!
What gets rewarded gets repeated! Here are some positive ways to celebrate a job well done.

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