Division of Student Affairs and
Enrollment Management
Customer Service Training Overview
Slide #
1
Program Overview
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Program began as Pilot in Swinney Recreation in
the Spring of 2009
Extended to Division of Student Affairs and
Enrollment Management Fall of 2009 for all student
employees
Since Fall 2009 have trained over 600 student
employees in this two hour program
Slide #
2
Providing
Excellent
Customer Service
Starbucks Customer Service Video
Slide # 3
Who is the customer?
Faculty
Staff
Commuting Students
Residential Students
International Students
Future Students
University Guests
Slide # 4
Community Members
Customer Service Basics
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Your stress level affects your ability to serve
others effectively.
Customer perceptions, satisfaction and
complaints MATTER to us.
We must close the customer service gap.
There are critical customer service areas and
mistakes.
Slide # 5
The Customer Service Gap
EXPECTED SERVICE
Customer Service Gap
PERCEIVED SERVICE
Slide # 6
Perceptions of Customer Service
For your customers, perception is reality!
 Perceptions are created at every contact.
 Perceptions are dynamic and individual;
perceptions change moment to moment and from
person to person.
 Assess perceptions of customer service by asking:
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How do my customers see me?
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How do I know they see me this way?
How do I want them to see me?
How do I see my service?
Slide # 7
The Four “P”s
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PRINCIPLE
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Represent UMKC with HONESTY.
Abide by the RULES.
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POLITENESS
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Be THOUGHTFUL.
Be COURTEOUS .
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Be KIND.
PRIDE
PROFESSIONALISM
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Slide # 8
Show respect
• To YOURSELF.
• To UMKC.
• To the CUSTOMER.
Do your BEST.
Use your BEST.
Present your BEST.
Where are the Critical Customer
Service Moments? Everywhere!
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Primacy: The first contact leaves a powerful
impression.
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Visual- front office space
Verbal- greeting
General tone of conversation
Recency: The last contact leaves a lasting
impression.
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Result: Did the customer get what they expected?
What was the last interaction…?
Slide # 9
Critical Customer Service
Areas in Most Offices
Stay consistent during hectic and slow times.
 Phone call after phone call
 Face-to-face contact with student after student.
 Mail, mail and more mail
 Form after form to be processed
Not all customer service moments are equal. What
do you think they will remember most?
Slide # 10
Actively Avoid the Critical Mistakes
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Absence of any communication
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Use the person’s name when you know it.
Hear the message: “please tell me more about…”
Interpret the message: “I apologize that you were cut off…”
Evaluate the message: “What can I do to help…”
Generic comments out of habit
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Be descriptive: “In similar situations, we…”
Refer to their story: “Thank you for talking to me today
about…”
Slide # 11
Avoiding the Critical Mistakes (continued)
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Poor body language or appearance
Matching aggression with aggression
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“I disagree…”
“You never…”
“You should…”
No emotional response - flat affect
Showing no empathy or acting like you don’t care
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Focusing on WIIFM (what’s in it for me?)
Slide # 12
Focus on Satisfaction over Service
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Each student deserves to be treated as unique
How customers rate service providers:
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Reliability: Deliver as promised
Responsiveness: Positive, prompt and polite
Empathy: Care, concern and consideration
Tangibles: Quality, appearance and ease
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Assurance: Courtesy, respect, helpful and knowledgeable
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“Customers do not care what you know until they know you care”. L.L. Bean
Slide # 13
Video
Shep Hyken - Customer Service Cab Story
Slide # 14
Get the Picture
Everyone working toward a common goal of providing
Awesome Customer Service!
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Meet the goals of your
administration.
Happy current customers.
Happy new customers.
Office harmony
 Employees are happy.
 Job performance excels.
Slide # 15

Cramer, Kathryn D., PH.D. and Wasiak, Hank.(2006). Change The Way You See
Everything. Philadelphia and London: Running Press.
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Gilleylen, Shawn E., Success with Etiquette™ Training Program. (2007),
Administrative Support Associates: http://www.successwithetiquette.com
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Institute of Customer Services (Turban et al (2002):
http://www.instituteofcustomerservice.com
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Mackey, Customer Service Training and Proper Etiquette. Customer Service
Training. Kansas City: LJoyce’s Coordinating and Consulting, 2008
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Moran Consulting, Inc: http://www.moraninc.com
Slide # 16