Customers quickly get frustrated and tire of ESS who can’t match their customer service rhythm.

Understanding our own service rhythm is the first step in adjusting to suit the rhythm of a customer.

At Just For Schools, we use tailored Training to give ESS the knowledge and skills they need to adjust to the rhythm of every customer.

Below is an example of 4 customers who have different service rhythms.

Customer A is Calm and Friendly

They have done their research and have planned enough time to listen carefully and ask questions. They prefer a quieter environment, so moving them away from other people or noise will help them to relax. They are motivated by helping others so, for example, if your school provides support to local communities/charities, make sure you take the time to explain this to them.

Their theme song is… Imagine by John Lennon

Customer B is Positive and Happy

They love to chat, they are very social and often talk and think fast. They want your attention, and they love to make people smile and will look for opportunities to engage and delight. They are motivated by positive outcomes and will use their humour, quick wit and positivity to make sure everyone around them is having a good time – which means you may have to repeat information as they can be easily distracted.

Their theme song is… Can’t Stop The Feeling by Justin Timberlake

Customer C is Careful and Concise

They have done all the research and will arrive prepared. They know what you can or can’t do, they have ideas of how you can do it better, and they want your undivided attention. They are motivated by facts and direct communication – leave the small talk out of it. They will appreciate time to think and assess before they decide.

Their theme song is… It’s Got To Be Perfect by Fair Ground Attraction

Customer D is Direct and Demanding

They have limited time and loads of confidence, so they will expect you to have all the answers otherwise, get them someone who does, They want to be treated as high priority, and they want the best you can offer – now. Their direct communication may feel abrupt, but they are busy people who don’t have time for chit-chat and are motivated by staff who get to the point, move fast and get things done – now.

Their theme song is… My Way by Frank Sinatra

If all of the above seems daunting, never fear – Just For Schools is here.

We specialise in providing Education Support Staff with the training that gives them the ability to identify customer rhythms and effortlessly sync up and sing up a storm (which translates to creating a remarkable reputation for the school). It’s a triple win.

Contact us today to tune up your customer service team.

By Cate Schreck – Author of “The A – Z of Service Excellence” 

The post How Kermit can cause customer complaints appeared first on Just For Schools.

What would happen if you empowered them to come up with and road test a new way of doing just 1 thing every week?

TWO RULES

1. The actions have to positively impact customer service

2. You have to let your team decide, implement and review the new (you have to take a step back).

And there you have it! 52 customer service improvement ideas created and tested by the people who know your customers likes, dislikes, needs and wants.

If you are already thinking of 52 reasons why this won’t or can’t work, why?

Unless you’ve done it before or in the middle of doing it, why wouldn’t you give it a go?

I’m not trying to be pushy here, I really want to know why.

Why I think you should is obvious. I know the huge benefits of empowering your ESS to come up with and road test service improvement ideas, but if you want more evidence, below are four stats that might make you rethink why letting your team do the thinking could be worth their time and not yours…

• 91% of unhappy customers will not willingly do business with you again.

Source: Lee Resources

• It can take as many as 12 positive experiences to make up for 1 negative experience.

Source: Understanding Customers by Ruby Newell – Legner

• 76% of consumers say they view customer service as the true test of how much a business values them.

Source: 2015 Aspect Consumer Experience Survey

• Customers are 2 times more likely to share their bad customer service experiences than they are to talk about positive experiences.

Source: 2012 Global Customer Service Barometer

(Schools are a business and the term customer relates to the people who use the School services ie: Students, Parents/Guardians etc) 

Go on, I challenge you to light a fire of service excellence in ESS and let it burn across your frontline. 

Want some help? My book is packed with the A – Z of customer service improvement ideas and actions.  Grab the book and you will have 26 actions ready to go – you’re welcome 🙂

By Cate Schreck – Author of “The A-Z of Service Excellence”

The post Are you brave enough to do this 52 times? appeared first on Just For Schools.