I completely that the student is always firs but i think that sometimes that can be forgotten. We sometimes have to put ourselves in the shoes of the students and think that this is all new to them.
i also belive that costumer service is the key to the student success
Customer service is essential, we must alway put students first.
As a customer one of my biggest pet peeves is when the employees I encounter act fake and are not themselves. Because of this, I've prided myself on staying true to who I am and in turn this would create the best relationships with the Concorde customers I deal with on a day to day basis. If I cannot be me, you cannot be you, and you are who matters. That's my philosophy!
Customer service is key in this industry. Making sure that potential students really understand what they are getting into. I have learned that make them fell comfortable and letting them know that you are there form them. I constantly ask if they have any question, remind that its okay to ask. If you dont you'll never know.
I like it, Lissette! Thanks for sharing your colleague's ideas.
One of my colleagues, came up with the O.M.Q.(One More Question)card when advising students. She explained that "one more question can be the difference between a satisfied customer and an unsatisfied customer". Her examples of questions to use included, "what are your plans for...?..what else can I do for you?..and when can I follow up with you"?
It does take time to not only listen but try to understand the other person's perspective to help them. The Golden Rule isn't good enough...treat others as you would want to be treated. Use the Platinum Rule...treat others as they would want to be treated.
I feel that customer service is the responsibility of every person in the organization. Customer service must be of primary concern. To the customer, "you are the company". If you are having a bad day and let that come through in your dealings with a customer, that person might be lost as a customer. Generally whenever a customer feels that he or she was treated incorrectly by anyone in the organization, their decision is made to not do business.
I am always amazed at the people who are in customer service at different companies. It seems that if you have a sour disposition, then the best place to be is customer service. It seems at times like you are dealing with an unfeeling and uncaring person. I hate it when I am told "It isn't my job to do ....."
I agree. Customer Service starts with listening to what is needed
Good listening skills is a must to have good customer service. In our industry we are put in the "Used car sales person"category many times because we do not really take the time to actually listen to the perspective student which then leads to loosing him/her.
True Customer Services is so important in every industry. But it is extremely important in the training and vocational industry. The closer we stay in contact with the students/graduates the better the outcome.
Good customer service starts with fielding the call at the front desk. Students deserve to be treated with kindness and have all of their problems addressed in as timely a matter as possible under the circumstances. Explaining the process will assist in keeping our students informed and happy.Providing accurate information and directing the student with a caring attitude is always appreciated.
Megan is right, I have had to answer the phone mid-interview w/ a student. I do feel it is inappropriate. True customer service is focusing on that one student before you and listening as well as giving the right information. I believe if we "right fit" the student to what it is that they truly want and need, we as Admissions Representatives have done our job :)
Customer Service involves handling the individual needs of each client. This cannot be rushed or handled in a uniform manner. Each client/student wants to feel that they are being heard and their specific concerns/questions will be addressed.
in addition, while you are in an interview with a prospective student--the phone won't stop ringing.....i think it is highly inappropriate to answer a phone call while you have a student in front of you. furhtermore, you are using the same phone script with the phone call that you used with the person in front of you! how does that make the person in your office feel?? it makes us look like sales people who don't care....
I keep all revelent material organized and available in a binder. That was I can focus on the prospective students needs and desires instead of running around getting the handouts etc that are needed.
Yes I also believe that listening is essential to good customer service; you have to hear what they do not understand. Not everyone will understand the same script and you have to be able to adapt to their learning style. If you are not listening, paying attention to their body language or the tone of their voice you may not even realize that you have lost them. We owe it to our students to pay attention.
I agree. As busy as we all are, we can't make the customer feel rushed. We started a new policy quite a few months back of asking" What else can I do for you?
Sometimes I feel we have to rush through getting a student enrolled and packaged. We aren't able to explain enough to them so they truely understand what they are getting into. I believe every one of our student's deserve our time and undivided attention.
