MY SERVICES
I offer many different customizable presentations, trainings and lectures on how to implement customer-service based changes to your school and/or district. You can choose one or mix and match based on the exact needs of your school and/or district.
SERVICES // 01
GENERAL CUSTOMER SERVICE TRAINING
Teaches: General concepts of customer service.
Audience: All Staff
Duration: Varies
1.Competition Update
2. Keeping Backstage Issues Backstage
3. Recovering Well When Mistakes Are Made
4. Recognizing Employees for Giving Great Customer Service
5. The Importance of a Top-Down Leadership Model for Customer Service
6. Promoting Relationships
7. Looking at Customer Service on the District Level
SERVICES // 03
TRAINING FOR DISTRICT AND SCHOOL ADMINISTRATORS
Teaches: How school administrators must utilize top-down model for customer service in order for employees to value and practice it. Incorporates and builds on lessons in Services 2 - Superintendent and School Board
Audience: District and School Administrators
Duration: Up to six hours
1. Incorporates Lessons 1-5 from Superintendent and School Board Training
2. Selling a Customer Service Focus: How to Get Staff Buy-In
3. Monitor and Evaluate Staff on Customer Service Concepts
4. Listen to the Customers: How to Implement Student Feedback into Customer Service Practices
5. The Bottom Line In Customer Service: How Relationships Boost Student Involvement, Achievement and Happiness
SERVICES // 05
TRAINING FOR ADMINISTRATIVE ASSISTANTS
Teaches: Basic Customer Service Concepts and How to Tailor them to this Department
Audience: Administrative Assistants
Duration: Up to six hours
1. Overview of General Customer Service Concepts
2. "Did They Really Say That?:" Listen to and Discuss Administrative Assistant Faux Pas via Prerecorded Phone Calls
3. "Everybody Makes Mistakes:" How to Recover Well When Interactions with a Customer Go Awry
4. "How Do We Rate?:" Discussion on How Well Your School Upholds and Practices Giving Great Customer Service in Different Scenarios
5. Giving a Little Bit Extra: How to Go Above and Beyond the Call of Duty to Create Strong, Lasting Relationships with Parents, Students, Guests and Community Members
6. "We're In This Together:" How to Ensure Your Boss Looks Good When Dealing with Angry Customers
7.You Are Your School: Understanding that as the First Person People See When They Enter Your School, You Are an Important Ambassador for First Impressions of Your School
8. Learning From the Best: Sharing Examples of Administrative Assistants Practicing Giving Great Customer Service
9. "It's Not Personal:" When Angry Customers Come in They May Sound Mad at You But It's Important to Remember They're Upset About Something Someone Else Did
SERVICES // 07
TRAINING FOR CUSTODIANS, COOKS AND OTHER CLASSIFIED STAFF
Teaches: Basic Customer Service Concepts and How to Tailor Them to Each Department
Audience: Various
Duration: Up to three hours
1. Overview of. General Customer Service Concepts
2. Good and Bad Customer Service: Participants Share Stories About Customer Service from Their Experience
3. "Everybody Makes Mistakes:" How to Recover Well When Interactions with Customers Go Awry
4. "How Do We Rate?:" How Well Does Your School Practice and Implement Customer Service Concepts
5. Give a Little Bit Extra: How to Go Above and Beyond the Call of Duty for Your Customers to Increase Loyalty and Build Stronger Relationships
6. The Primary Customer: Understanding that the Student is the Primary Customer
7. The Fred Factor: An Inspirational Story About Customer Service and How to Model the Lessons Demonstrated
8. Everyone Is a Public Relations Agent: Understanding that Each Employee Must Shout Praise About Her or His School and Promote the Students, Co-Workers and Leaders in a Positive Manner
SERVICES // 02
TRAINING FOR SUPERINTENDENT AND SCHOOL BOARD
Teaches: How Superintendent and School Board must work together to give great service.
Audience: Superintendents, School Board
Duration: Three hours
1. Recognizing the Importance of Public Perception of the School
2. "Show Me the Data:" Evidence of the Rewards of a Customer Service Focus
3. Collecting Reliable Information to Avoid Miscommunication between Superintendent and School Board
4. The Importance of Everyone Buying In to a Customer Service Plan
5. "Walking the Walk:" Ensuring that All School Leaders Practice Giving Great Customer Service
SERVICES // 04
TRAINING FOR TEACHERS
Teaches: How to Incorporate Customer Service Concepts with Students Inside and Outside the Classroom
Audience: Teachers
Duration: Up to six hours
1. A Brief Overview of Services 1 - General Customer Service Training
2. How to Apply Customer Service Concepts in the Classroom
3. A Discussion/Role Play About "Who Is the Primary Customer in a School?"
4. The Data: Evidence That Relationship-Building Improves Student Classroom Behavior, Test Scores and More
5. We All Make Mistakes: The Importance of Recovering Well After a Mistake Is Made
6.First Impressions Matter!: Tips on How to Make Great First Impressions on Students, Parents and Families
7. "Why I Love My Child's Teacher:" Out of the Box Concepts that Help Build Teacher-Parent Relationships
8. "The Students Speak:" Evidence About What Works and What Doesn't Based on Data Collected from Students
9. The importance of Using Common Sense: How to Include Common Sense Decision-Making in a Policy-Based School
10. "How Do We Rate:" A Frank Discussion About How Well Your School Implements the Customer Service Concepts from this Training
11. Next Steps: Brainstorming and Outlining Session About What Exactly Your School Can Work on and Implement to Give Great Customer Service
SERVICES // 06
TRAINING FOR BUS DRIVERS AND BUS MONITORS
Teaches: Basic Customer Service Concepts and How to Tailor them to this Department
Audience: Bus Drivers and Bus Monitors
Duration: Up to three hours
1. Overview of General Customer Service Concepts
2. "Everybody Makes Mistakes:" How to Recover Well When Interactions with Customers Go Awry
3."How Do We Rate?:" Discussion on How Well Your School Practices Customer Service Concepts in the Transportation Department.
4. Giving a Little Bit Extra: How to Go the Extra Mile to Ensure Customer Satisfaction and Improve Relationships
5. Customer Service Stats: Why Giving Great Service in the Transportation Department is Critical to Your School's Success
6. Getting To Know Them: The Importance of Relationship Building for Front Lines Employees like Bus Drivers and Monitors
7. Learning From the Best: Sharing Examples of Transportation Workers Practicing Giving Great Service
8. Acting vs. Reacting: How to Control the Situation to Keep Customer Service Issues from Arising in the First Place
SERVICES // 08
TRAINING FOR COACHES
Teaches: Basic Customer Service Concepts and Applies Them to Athletics
Audience: Athletic Department Employees
Duration: Up to three hours
1. Overview of General Customer Service Concepts
2. "Everybody Makes Mistakes:" How to Recover Well When Interactions with Customers Go Awry
3. "How do We Rate?:" How Well Does Your School Practice and Implement Customer Service Concepts
4. Give a Little Bit Extra: How to Go the Extra Mile for Your Customers with Tips Specific to Athletic Department Employees
5. The Primary Customer: Understanding the importance of Putting the Student First When Decisions Need to Be Made
6. "Not Everyone Can Play:" How to Turn Team Cuts into a Positive Relationship-Building Opportunity
7. "The Winning Game Plan:" A Set of Guidelines for Athletic Department Personnel to Ensure Parent and Student Communication is Thorough and Meaningful
8. "The Best Offense Is a Good Defense:" Role-play Typical Scenarios in School Athletics to Improve on How to Act with a Customer Service Mindset