July 2010 Customer Service PP working copy

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CUSTOMER SERVICE UNL FACILITIES MANAGEMENT AND PLANNING CUSTODIAL SERVICES PROVIDING AN ENVIRONMENT FOR LEARNING AND DISCOVERY

Customer Service : 

Customer Service In your average day you will perform a variety of duties including empting trash, cleaning and stocking restrooms, preparing classrooms and labs for the day’s activities and turning in items for repair that would have an adverse effect on the operation of the building. We do all these task and more to create an atmosphere for learning and discovery. People in your building come to rely on you as the person that knows what is going on and who can get things done and they seek out your opinion. If this sounds like you and you are successful in this role it is because you posses good customer service skills. For the most part this skill is a matter of common sense, dedication to your work and good manners. The training you are about to see is provided to reinforce those skills you already posses and to demonstrate how having good customer service skills and being a good employee are inseparable. Hopefully you will come away from the training with a few ideas to help improve your skills. The whole team depends on you. Custodial Service, Building Service Maintenance and the departments in the building that you work in. It is a lot of responsibility. Do it with a smile.

OVERVIEW : 

OVERVIEW Customer Service Top Ten First Impressions Handling a Request and Keeping the Customer Satisfied Miscues That We All Can Do Without Written Communication We Are All Part of a Team

IT IS ALL ABOUT PEOPLE…and it is therefore both simple and complex. Waldemar Schmidt : 

IT IS ALL ABOUT PEOPLE…and it is therefore both simple and complex. Waldemar Schmidt We are a labor focused industry, but in the day cleaning scenario we become a people-oriented one. Allen Rathey

First ImpressionsYou only get one chance to get it right! : 

First ImpressionsYou only get one chance to get it right! A good first impression begins with your appearance. Dress appropriately for a public work setting. Neatness Counts! Wear a clean uniform with employee ID in full view. Be Prompt. Show respect for the customer. Introduce yourself properly. A courteous introduction paves the way to a successful meeting. Listen . Stop talking long enough to hear what the customer is asking for. Be sincere. If you can’t be engaged in your work or lack initiative this may not be the right job for you Use the customers name in conversation. Get to know your customer and build a rapport based on trust. Use good manners. Common pleasantries are refreshing. Smile! No one can look or sound cranky if they have a smile on their face. Follow through and Follow up. Your credibility is determined on how consistently you perform and follow up on a request. Never take the customer for granted. The customer is King!! Never lose sight of who they are and what they are experiencing each time they deal with our organization.

First ImpressionsYou only get one chance to get it right! : 

First ImpressionsYou only get one chance to get it right! A good first impression begins with your appearance.

First ImpressionsYou only get one chance to get it right! : 

First ImpressionsYou only get one chance to get it right!

First ImpressionsYou only get one chance to get it right! : 

First ImpressionsYou only get one chance to get it right! Not This This Listen . Stop talking long enough to hear what the customer is asking for.

Handling a Request and Keeping the Customer Satisfied : 

Handling a Request and Keeping the Customer Satisfied 1. Have a customer service-oriented attitude. We do aim to please! 2. Get the facts when taking a request. Ask the who, what , when, where and sometimes why. 3. Know your custodial manual and cleaning frequencies inside and out and convey them to the customer. A knowledgeable employee gives the customer confidence. If your not certain call your supervisor or manager. 4. Respond quickly and professionally. 5. Don’t assume or jump to any conclusions. Check the situation out before giving a full response or making any plans. 6. Report what you hear and what you do to your supervisor, manager and in some cases the Custodial Services Office. Keep everyone informed.

Slide 11: 

Handling a Request and Keeping the Customer Satisfied Get the facts when taking a request. Ask the who, what , when, where and sometimes why.

Handling a Request and Keeping the Customer Satisfied : 

Handling a Request and Keeping the Customer Satisfied Know your custodial manual and cleaning frequencies inside and out and convey them to the customer. A knowledgeable employee gives the customer confidence. If your not certain call your supervisor or manager.

Miscues That We All Can Do Without : 

Miscues That We All Can Do Without Failing to make a quick response to the customer’s problem Missing a trash can. (sometimes understandable) Missing the trash can a second time. (never understandable) Locking doors that should be left unlocked (like general purpose classrooms) or leaving doors unlocked that should be locked. Poor timing on floor care projects. – Leaving carpet wet or leaving air movers running all day.) Running out of toilet paper or paper towels in the restroom due to under stocking. (No good excuse) Dirty entries and smearing glass. (Bad first impression) Not replacing furniture in the proper places. Forgetting to put equipment and cleaning products away before going home.

Miscues We Can Do Without : 

Miscues We Can Do Without Missing a trash can. (sometimes understandable) Missing the trash can a second time. (never understandable)

Miscues We Can Do Without : 

Miscues We Can Do Without Running out of toilet paper or paper towels in the restroom due to under stocking. (No good excuse)

Prevent Miscues : 

Prevent Miscues Make a quick response Know your area i.e. trash and locking doors Plan your work and work your plan Keep dispensers stocked at all times Clean glass = Good first impression Always replace furniture as you found it Take a final inventory before leaving area

Q-TIP(Quit Taking it Personally) : 

Q-TIP(Quit Taking it Personally) REMEMBER: • Perhaps you are third, fourth or fifth person they have talked to about the same thing. • They may be in a time crunch and can?t spend a lot of time trying to take care of the matter. • Most people are well intended and you just caught them at the wrong moment. • You have a lot of power and responsibility to assure the customer the right decision is being made.

Excellent Customer Service is the ability of an organization to constantly and consistently exceed the customer?s expectations. : 

Excellent Customer Service is the ability of an organization to constantly and consistently exceed the customer?s expectations. Attributes that contribute to the provision of excellent Customer Service: • A courteous person • One who is knowledgeable and trained • Has critical thinking skills • Has contacts within the organization to get to a person who has the authority to make and exception to policy • One whose goal is to solve the customers? problem • A way to get the product serviced

Written Communication works for those who work at it : 

Written Communication works for those who work at it Written communication is never a substitute for direct contact with your customer. But there are times when written communication must be used rather than oral communication. Written communication is most often used when: Communicating with coworkers on different shifts or when leaving a note to inform office staff of a situation in their office or lab that they need to be aware of. (Supervisors and managers must review all notes left for university staff.) When you need to use written communication: Being clear about your goals in writing the communication Do you want someone to do something for you? Do you want them to take a specific action in response to your message? Do you want to pass along information where the receiving person does not need to reply? Do you want to discuss a subject and exchange views with someone else? Respecting the staff Identifying the benefits of your communication to the reader Demonstrating credibility Uses correct grammar, spelling, and punctuation. Expresses ideas so that the staff can understand. Organizes communication logically. Adjusts the style, format, and content of communication to the level of the reader. Presents data accurately to support conclusions and recommendations. Asks for help from others in reviewing important documents.

Written Communication : 

Written Communication Written communication is most often used when: Communicating with coworkers on different shifts or when leaving a note to inform office staff of a situation in their office or lab that they need to be aware of. (Supervisors and managers must review all notes left for university staff.)

We Are All Part of One Team : 

We Are All Part of One Team Custodial Services employees are expected to: Be dependable, patient and flexible. Work in harmony with all staff members and to cooperate with and support your supervisor's or manager's instructions and work assignments. To be professional and courteous to all of the university's students, faculty, staff and visitors at all times. Immediately correct or report to their supervisor any work that would reflect negatively on Custodial Services or the university. Never complain within earshot of customers or give our customer the impression our organization is not run well. Maintain a dignified demeanor and use only appropriate language at all times in all situations. Custodial Services employees understand that one instant of unprofessional behavior can damage our relationship with our customers.

We are all part of one team : 

We are all part of one team Custodial Services employees are expected to: Be dependable, patient and flexible. Work in harmony with all staff members and to cooperate with and support your supervisor's or manager's instructions and work assignments.

We Are All Part of One Team : 

We Are All Part of One Team