Shannon Gormley

Discussion Comment

Hi Rosemary. You are exactly right about those external touch points. What specifically can you do in regards to audiences like your staff or alumni?

Shannon Gormley

Discussion Comment

Defining Customer Service

Rosemary, you have some great points here. First identifying the need of the customer and secondly, tailoring the focus to each specific customer. Tell me, what do you do to remember those key pieces of information to differentiate the customers, like their nickname?

Shannon Gormley

Discussion Comment

Experiencing Mystery Shopping

Great Rochelle! It sounds like you are interested in making a positive first impression with your students. You are using your listening skills by ensuring you are getting the right information too. I wonder, are there any other important elements to a great first impression?

Shannon Gormley

Discussion Comment

Using Customer Service Strategies

Getting your customer (or student) feedback is a great way of determining what you're doing well and what needs to be improved. How do you think your students would respond to a survey asking for their feedback, Rochelle?

Shannon Gormley

Discussion Comment

Using Customer Service Strategies

You're not only in recognizing the value of student feedback, Tom. Many of the other course participants have felt the same way too. What type of information do you think would be important to include to determine what improvements to make?

Shannon Gormley

Discussion Comment

Improving Your Customer Touch Points

Being more visible in your community through your website, social networking efforts, and even signage is definitely a way to increase your presence in the community, Tom. I'm curious, if you have the opportunity to increase your presence in all of these ways, what specifically will you to do ensure that each of those touch points impacts your customer in a positive way?

Shannon Gormley

Discussion Comment

Trends for Your School

You're right, Tom, social networks do offer a great opportunity for your institution to share with others what makes your school special and reach new prospective students. I'm curious, what message might you suggest using in this medium to "tell the world" about your school?

Shannon Gormley

Discussion Comment

Recognizing Your External Customers

I get the feeling that you consider anyone you deal with outside of your institution an external customer, Rochelle. That's great! What do you do to ensure you're serving your external customers to the highest degree?

Shannon Gormley

Discussion Comment

Defining Customer Service

Great definition, Rochelle. There is little doubt that exceeding someone's needs or expectations can be very rewarding. I'm curious, how do you know when you've met or exceeded your students needs?

Shannon Gormley

Discussion Comment

Experiencing Mystery Shopping

It's great to hear that one of the strengths a mystery shopper would find is your admissions process. And I think you would find that many admissions departments have a similar challenge with follow up. What are some things that you would do to improve follow up?