Awareness Training
Presented by Academic Affairs
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Mandated by Cal U’s Administrative
Council and the Board of Trustees
Goal: promote positive interaction with our
customers
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Know how to handle inquiries (in-person and
on the phone)
Know how to obtain necessary information
from callers and visitors
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Be able to utilize the features of the phones
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Know how to utilize online resources
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What is good customer service?
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Who are our customers?
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Why is good customer service so important?
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Good communication skills – what are they
and why do we find it so hard to
communicate?
How can I improve my active listening skills?
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What to do when the phone rings
What to say first
 Top 5 list of things to ask
 Handling transfers
 Putting callers on hold
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How do I find the right person or department?
What resources are available to me?
Part One
What constitutes good customer service?
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Reliability
Confidence
Empathy
Responsiveness
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“First impressions are indelibly marked on the
fabric of the mind.”
Our goal is to create a positive experience for
every customer.
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External
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Prospective Students
Parents
Other interested parties
Internal
Staff
 Faculty
 Students
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Increase in
Enrollment
and
Better
Services
Good
Customer
Service
Better
Customer
Experiences
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You come into contact with customers everywhere
You are the face of Cal U – they will judge Cal U
by their impression of you
In other words …
You are
Cal U !
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What is good customer service?

Who are our customers?
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Why is good customer service so important?
Part Two
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Lost opportunities
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Mistakes/rework
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Confusion/mistrust
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Environmental
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Verbal
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Interpersonal
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Environmental – parts of your surroundings
that have a negative effect on communication
Verbal – ways of speaking that get in the way
of good communication
Interpersonal – relationship issues between
people that have a negative effect on
communication
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Stereotypes
Hot buttons
Attitude
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Environmental
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Verbal
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Control the setting
Plan to talk when there are minimal disruptions
Know what you want to say and be clear
Ask questions and confirm
Listen
Interpersonal
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Set aside biases and assumptions
Be alert for possible differences in perceptions
What’s the big deal?
Hearing is a physical process
The ears hear.
Listening is an intellectual and
an emotional process.
The whole body listens.
Hearing is a sense of sound.
Listening is a search for meaning.
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Interruptions
Fear of not having all of the answers
Believing that you know more than the speaker
The speaker pushes a hot button
Pseudo-listening
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Confirm your understanding by repeating it
Ask questions if you are unclear about
anything
Read back critical information to ensure that
you got it right
10.
9.
8.
7.
6.
5.
Take notes!
Be a CSI!
Stay calm!
Forget about this weekend – concentrate!
Listen for the unspoken!
Don’t be judgmental!
4. Let the caller know you understand!
3. Don’t interrupt… well, unless you must!
2. It ISN’T all about you!
AND
1. Be prepared!
2 ears and only 1 mouth!
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What are the three costs of poor
communication?
Name three types of barriers to
communication.
How can you overcome those barriers?
What are 5 reasons we do not listen well?
Name the top 10 tips for active listening!
Part Three
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Offer a salutation
State the name of the department
Give your name (first name only, no
nicknames)
Offer assistance – how may I help you?
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May I tell him who is
calling, please?
May I ask what you
call is in regard to?
May I have your
phone number,
please?
May I have her return
the call?
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Who’s calling?
What’s your name?
Will she know who
you are?
What’s it regarding?
What do you want?
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Full name
Date and time of call
Company or department or student’s name (if
a parent)
Their phone number
The message
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Do not disclose information about a student
to an external caller (parents, other parties) –
schedules, grades, SSNs, financial aid
information, etc.
WHEN IN DOUBT, DON’T GIVE IT OUT!!
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How do you feel when someone says they will
transfer you?
Why do you feel that way? What is the worst
that can happen?
Try alternative phrases
I’ll connect you with Ms. Burns now
 I will put you in touch with the Bursar’s office now
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And, most
importantly…
Don’t hang up!!
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Avoid the dead-end transfer
Provide the introduction
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Name
Reason for the call and transfer
Just remember – the caller can hear you the
ENTIRE time – so be RESPECTFUL!
Tell the caller:
1.
a.
b.
c.
2.
3.
4.
5.
that you are going to transfer the call
the name and extension of the person you are transferring to
preview the process if applicable
Press the Transfer button once.
Enter the extension you are transferring to. It will ring and a
person will pick up. Introduce yourself and that
you will be transferring a call and tell them who the caller
wishes to speak with.
Press the Transfer button again.
Hang up! The call will automatically connect to the number
you’ve transferred it to. Job well done!
1.
2.
Press the Resume Call button to return to
the caller. Tell the caller that the party is not
answering.
Ask if they would like to leave a voicemail
message
a.
b.
If YES – tell them to follow the directions to leave a
message and follow instructions again to transfer the call
and hang up.
If NO – tell them to call back later and hang up.
1.
2.
3.
4.
5.
6.
Ask permission FIRST!!
Press the HOLD button.
To pick up again, press the Resume Call
button.
When you come back on the line, THANK
THEM for holding.
Don’t leave a caller on hold more than 30
seconds without checking back.
Don’t leave them on hold more than 3
minutes EVER.
5. I can’t
4.
I don’t know
3.
I’ll be honest with you
2.
You’ll have to
AND
1. I’ll try
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Duck!
Hit back!
Disconnect them!
These solutions render you…
Powerless!!!
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Why do we get angry? Because we care
about something!
You have been given a gift – the
opportunity to make something good
happen!
Just do it!!
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Use the EAR method to calm an angry
caller
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E – Empathize
A – Acknowledge/Apologize
R - Responsibility
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Be careful with humor!
Avoid jargon!
Avoid slang!
NEVER speak disparagingly about the
department, the school, your coworkers!
Put a smile in your voice!
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Online Resources
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www.calu.edu Quick Links
Telephone Directory
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Organized by name and hierarchy
Has name, department, title, room, phone and
mailbox number
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What do you say when you answer the phone?
What information should you obtain when taking a
message?
What are the steps for transferring a call?
What are the steps for placing a caller on hold?
What is the EAR method for handling angry callers?
What two resources should you always have handy when
answering the phones or greeting visitors?
In order to complete the course, you must successfully complete a short
test on customer service and listening skills at the end of this presentation.
Please use a SCANTRON form for the answers. If you do not already have
one, you may request one from your work site or pick one up in Academic
Affairs , Dixon 301, from 8:00 – 4:00 daily.
Be sure to include your name, the department in which you work, a phone
number, and email address on the SCANTRON form. Return it to your
supervisor.
When you complete the test successfully, your Certificate will be mailed to
your work site.
If you do not complete the test successfully, you will be asked to review
the materials and re-test.
Please call Academic Affairs at x4407 with any questions.
Good luck!
1. One of the four characteristics of good customer service (as
provided in the presentation) is:
a. Sympathy
b. Empathy
c. Practicality
d. Efficiency
2. There are two types of customers:
a. Staff and Faculty
b. Internal and external
c. Inner and outer
d. Internal and guest
3. An example of an external customer would be:
a. Staff
b. Faculty
c. Parent
4. The goal for the training is to create a _______ experience for
every customer.
a. Memorable
b. Positive
c. Impressive
5. An example of an internal customer would be:
a. Staff/Faculty
b. Student/Parent
6. When we provide excellent customer service, our customers are
happier with their University experience, and that translates into
higher enrollment and better services.
a. True
b. False
7. Which of the following is NOT a cost of ineffective
communication:
a. Confusion/mistrust
b. Lost opportunities
c. Loss of self-esteem
d. Mistakes/Re-work
8. The ways of speaking that get in the way of good
communication are interpersonal barriers.
a. True
b. False
9. The parts of your surroundings that have a negative effect on the
communication are environmental barriers.
a. True
b. False
10.When people push hot buttons, it has little if any impact on their
ability to communicate effectively.
a. True
b. False
11.Our brains are able to process words about three times as quickly
as our mouths can speak the words.
a. True
b. False
12.Which of the following is NOT a tip for becoming an active
listener:
a. Be prepared
b. Listen for the unspoken
c. Sympathize with the customer
d. Empathize with the customer
13.You use the Transfer button when placing a caller on hold.
a. True
b. False
14.When you use the EAR method for dealing with irate callers, you:
a. Empathize, Acknowledge/Apologize, Respond
b. Emphasize, Acknowledge/Apologize, Responsibility
c. Empathize, Acknowledge/Apologize, Responsibility
15.When taking a message, you need only get the caller’s name and
phone number.
a. True
b. False
16.If a parent calls and asks for a student’s schedule, you are not
permitted to divulge that information to the caller.
a. True
b. False
17.When transferring a call, you should immediately hang up as soon
as you have dialed the extension.
a. True
b. False
18.You should never leave a caller on hold for more than 30 seconds
without checking back.
a. True
b. False
19.The Telephone Directory provides both the campus location and
the mailbox number for all staff and faculty.
a. True
b. False
20.The interaction that a customer has with you might be the basis
for their opinion of the University overall.
a. True
b. False