I believe accuracy is the most important. I have in the past had a student become comepletely discouraged and wanted to leave our school because of an error in an award package made by our third party servicer. I learned an important lesson that day that becoming detail oriented was the most important quality that I needed to posess as an FAA.
Maureen,
I agree that good customer service is more than the face-to-face time with a student and/or parent. Customer Service is the whole process to deliver all aspects of service - processing of information is part of the service aspect.
Sincerely
Chyrl Ayers
Laura,
Interesting persepective in your approach of these characteristics. There is not a right or wrong answer but more of a thought/discussion question to see what other aid administrators find important in the management of their staff and office.
Sincerely,
Chyrl Ayers
I required to select one as the most important, then Service would clearly be most important. Providing quality service includes timely processing and timely response to student questions and concerns. Good service also involves accurately processing award letters, disbursements, monitoring, and return of Title IV funds.
Service is most important characteristic of Financial Aid. I find that timeliness and accuracy operate from a place of fear, pushing, rushing, and accurancy (although important)can feel stressful, and actually, stress causes more problems. If we strive to be accurate, fine, but the emphasis on HAVE to be, is less productive. In my practice, to be of best practices in Customer Service, areas of timeliness and accuracy naturally are key components to the service provided. Accurancy can always be fixed, timeliness happens when it happens, customer service his human, present and could make or break the being I'm supporting.
-Laura Minnick
Elizabeth,
You have a great approach by offering exceptional service. This approach will be beneficial as you enter the area of financial aid. If your students already recognize the service aspect it should not be difficult to add timely and accurately processing. It has always been my opinion that these three characteristics go-hand-in-hand to develop the best experience for students and parents.
Best wishes as you complete the process to participate in Federal Student Aid Programs.
Sincerely,
Chyrl Ayers
Service can win customers and keep customers. We work very hard to provide the best customer service to our students and we hear how much it's appreciated. As the section on Exceptional Customer Service stated, a large percentage of students are lost due to poor customer service. We are going through the accreditation process at our school and do not offer financial aid yet. We tend to cost more that the competition but win over students due to our reputation for great customer service and top rated Instructors. Once we begin accepting financial aid, we will contine to maintain our standards.
Joseph,
Interesting point of view and I think most participants agreed that all three aspects were important. Many participants agreed with you that service was the key to making a lasting impression with students and/or parents. However, timely and accurate processing are essential to quality services.
Sincerely,
Chyrl Ayers
All 3 are very important! Service goes further and leaves the most lasting impression with the student.
Michael,
The participants in this post tend to be split between all of equal important or that one is most important with the other two characteristics playing an important role in the process. There is not a right or wrong answer since it is more about your preference. All items are important and work together to make the FA Office successful.
Sincerely,
Chyrl Ayers
I feel like accuracy would be more important. The timeliness will come with accuracy. I do however feel that customer service breaks down so many barriers that can prevent you from being timely or accurate.
Shawn,
All three characteristics are important but it is a very personal choice on where one focuses their emphasis. It has been my experience that accurate processing leads to timely processing and providing good customer service. Focusing on one aspect may strengthen all three characteristics.
Sincerely,
Chyrl Ayers
Accuracy is the most important characteristic of Financial Aid for in my process. I want to give the students the correct information, in order for them to make reasonable Financial Aid decisions. Making a schedule for appointments and follow ups allows me to control time sensitive material. But, if Financial Aid information is not accurate, it will delay the Financial Aid process all together.
Chrystie,
All three items work in tandem with the overall experience of the student; however, accurate processing will ease the burden one may experience during audits or program reviews.
Sincerely,
Chyrl Ayers
La'Zarvius,
Agree - all three are necessary components for the student to have a great experience.
Chyrl Ayers
La'Zarvius,
The student experience is very important to the overall attitude of the student; however, I think when providing world-class service you must consider accurate and timely processing. World-class service expresses all three characteristics.
Sincerely,
Chyrl Ayers
Alexander ,
If you play all three of these characteristics off each other you will see the benefit of these working in harmony within the FA Office.
Sincerely,
Chyrl Ayers
Kerry,
Accuracy is important and you can allow it to drive your office to timeley processing; however, one must never forget the importance of good customer service.
Sincerely,
Chyrl Ayers
Service, due to the fact that if the student does not understand the financial aspects of choosing to go to school, that student will not feel confident to make a decision to further their education.
I completely agree with your statement! All three are very important factors. However accuracy is essential to our processes in Financial Aid. Inaccurate information, reporting and processing is the most susceptible to audits and concerns that can put your organization at risk.
