CUSTOMER CONTACT IS A MOMENT OF TRUTH

When customers first meet us they immediately form opinions about us and our
organization. Those impressions include things about character, efficiency, and
friendliness. They will decide in 7 seconds from 11 impressions whether they

Like You

Dislike You

Indifferent



that will largely determine the satisfaction of their
experience (and yours)
1- Cleanliness
2- Warmth
(engaging)
3- Credible
4- Knowledgeable
5- Responsive
6- Friendly
7- Helpful
8- Understanding
9- Courteous
10- Confident
11- Professional

7-11 QUIZ
PROFESSIONALISM
Positive Attitude
Attentive listen and care (make them know they matter)
o Give accurate information, dont be afraid to say I dont know, but I will
find out
Friendly approach watch for non-verbal and body language signs
Eye contact (best response in 2 seconds)
Learning to say no with tact and courtesy and confidence
o Stay positive
Attention to detail
o Go the extra mile
o Use names whenever possible

Work Ethics
Punctuality
Time Management
Manage multi-tasking
Follow the chain of command
PROFESSIONALISM CONTINUED
Etiquette
Telephone
Greeting
Holds
Transfers
Workspace
Clean from clutter
Organized (know where to find things and put them back in their place)
No food, drinks in covered containers
Socializing limited to break times (includes
Appearance
Refer to handout for helpful guidelines



COMMUNICATION
Use Clear and Concise Communication and be the Problem Solver
Verbal
Speak clearly at an appropriate speed
Be aware of your tone and inflections
Give undivided attention
Written business email and letters/memos
Use correct grammar (no text talk or IM speak)
Limit styles and images
Be careful of font colors
Use correct case (not all caps or lower case)
Non-verbal
Watch body language, lack of eye contact or signs of frustration
COMMUNICATION CONTINUED
Language
Avoid use of:
o Vulgar or profanity language
o Sexually explicit or suggestive comments
o Discriminatory or demeaning comments
There is never an appropriate time for any of these in the workplace
Confidentiality
HIPAA Health Insurance Portability and Accountability Act
FERPA Family Educational Rights and Privacy Act
Adjust tone and volume
Use a privacy screen where appropriate

KNOWLEDGE AND LEARNING
Knowledge is an acquaintance with or understanding of facts and truths
Learning is a willingness to become acquainted with facts and truths not
yet understood
Working Knowledge
Job description, responsibilities and performance expectations
Where to find college policies and procedures
Department policies, procedures and expectations
Functions of MyCSN
Stay current on email and department updates for up-to-date information
General Knowledge
General knowledge about CSN/Infrastructure
Important college dates and events
CSN catalog (online)
Cross training or knowledge of other department functions
KNOWLEDGE AND LEARNING CONTINUED
Willingness for continued learning
Participate in staff training
See supervisor for permission to attend professional development
workshops of interest for career and advancement learning. Be sure to check
the CAPE website for offerings
Assignment of an inner department mentor for the first 90 days


DIVERSITY
Be understanding and accepting of people or situations that
do not fit your comfort zone

Keep you temperament in check

Be aware of your biases


TEAMWORK
Be respectful of all members of your team
Be coachable and open minded to help offered by your supervisor or
other members of your team
Be willing to work together to accomplish department and
institutional goals
Be willing to be available and do your share of necessary extras
(take one for the team)
Be willing to share you knowledge with others. Mentor and support
new team members
Give recognition and credit wherever you can for a job well done or
a difficult situation well handled.

Exceptional customer service
Maintain a high level of professionalism by following the guidelines and
handouts from todays discussion

Listen and be attentive to what your customer needs

Communicate using clear and concise business language and remember
to watch body language

Be a life long learner at your job as well as your personal education.
Take opportunities to learn new things and become aware of all the
services provided at CSN so you can help and refer seamlessly

Be understanding of all people and situations, especially where you may
have biases that are contrary


Smile, be happy and have fun!
It will always show in the service you
give