Insights to Service Excellence
OSRHE: Enrollment Management Conference
Presented by: Jerrett Phillips & Brian Searcy
Begin with the
end in mind…
The Seven Habits of Highly Effective People (Covey, 1989)
• You get out, what you
put in.
• What the critics say.
• How do we shine?
• Motivation &
Inspiration…
• Service Excellence.
• Keep it simple…
–Focus on the details.
–Meet your expectations.
–Deliver what you want.
• Focus on the details.
• Meet your expectations.
– Prompt attention.
– Provide what you say you will.
– Timely response.
– Be polite and courteous.
– Follow up…
• Deliver what you want.
– Service with a smile!
– Provide more than expected!
– Follow up before you’re missed!
• Who is your customer?
• The customer is always right?
The student-stakeholder
• Monetary vs. Developmental Goal
• Consumer/Market Oriented
Outcomes
• Expect Choices, Options
• Expect Immediate Gratification
• May Feel Entitled to Outcome
~(Manzer, 2009)
Customer service facts:
Poor service is the number
one reason American
companies lose business.
68% of customers stop doing
business with a company
because of poor service.
~Tyler International Research Institute, Inc.
Customer service facts:
90% of customers that
stopped doing business
made no attempt to tell the
company why.
~Tyler International Research Institute, Inc.
Customer service facts:
70 % of dissatisfied
customers never complain
because they believe:
A. It’s not worth their time.
B. The business won’t listen.
C. The company won’t do
anything about the complaint.
~Tyler International Research Institute, Inc.
Customer service facts:
The average dissatisfied
customer tells 9 to 10 others
of their dissatisfaction.
~Tyler International Research Institute, Inc.
Customer service facts:
It costs between 5 and 10
ties as much to attract a new
customer as it does to keep
an old one.
~Tyler International Research Institute, Inc.
Customer service facts:
Customers will pay more for
better service.
~Tyler International Research Institute, Inc.
Customer service facts:
Customers will tell a business
where it needs improvement,
all you have to do is ask.
~Tyler International Research Institute, Inc.
• Work together…
• Know your business…
• Get great at the basics…
• Evaluate your progress…
• Celebrate your success…
• Learn from your challenges…
Maslow’s Hierarchy …
applied to customer service.
Peak: How Great Companies Get Their Mojo from Maslow (Conley, 2008)
“ Every morning in Africa a gazelle
wakes up. It knows it must run faster
than the fastest lion or it will be killed.
Every morning a lion wakes up. It
knows it must outrun the slowest
gazelle or it will starve to death. It
doesn't matter whether you are a lion
or a gazelle - when the sun comes up,
you'd better be running. ”
~Unknown
Purpose and Commitment
Communication and
Responsiveness
Problem Solving and Empowerment
Accountability
Transformative Assessment
(Northeastern State University, 2008)
Thank You
Do you have any questions, comments or
feedback?