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