School office staff are on the front lines of a public school. They answer calls, greet guests, help students, and relay important information to staff and leadership. So why do so many office professionals go without any customer service training? I’ve spent over 30 years in public education asking this question!
Chock full of insightful tips, tricks, and stories, this handy quick-reference guide will teach you how to put a customer-service spin on your daily tasks, making your job easier by eliminating problems before they start and ensuring your status as ‘indispensable’ to your school’s staff and leadership. In this book you’ll learn:
· How to turn a disgruntled visitor into a lifelong fan of you and your school
· Quick, easy tips on answering phones, emails and greeting guests
· How to give great service to your boss so you stand out from the rest of the pack
· How to ensure you give off a professional, knowledgeable vibe while also being approachable and friendly
· . . . And more!
These are tried and true methods, borrowed from the best customer service companies, and we’ve honed them for decades to fit the specific needs of schools. Our office staff swear by them! Are you ready to take your profession to the next level and help your school stand out in this age of competing for kids?
表中的内容
Preface ……………………………………. 7
Introduction ………………………………… 9
Before We Start ……………………………… 13
1.Be a Public Relations Professional ………………..15
2.Phone Communication ………………………. 19
3.Be a Professional …………………………. 25
4.Be Exact with Information …………………… 31
5.Be an Office Manager …………………….. 33
6.Relationships with Students ………………… 39
7.Relationships with Staff …………………….45
8.Relationships with Administrators and Board Members ..49
9.Relationships with Parents, Families, and the Community .. 57
10.Nonverbal Communication and Body Language ….. 65
11.Best Practices …………………………..69
Closing ………………………………….. 75
Other Books by Kelly E. Middleton ……………….. 77
Endnotes ………………………………… 79
关于作者
Mike Mavilia Rochester is a ghostwriter and editor from Boston, Massachusetts. He’s the managing editor and ‘anthology barista’ of the literary magazine The Fictional Café. Rochester also sits on the board of directors for Independent Publishers of New England. You can find his work on Linktree: linktr.ee/Mikem Rochester.
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