Customer service is just that... servicing the customer. Keeping the customer happy and satisfied with the product or service you provide them. But I have found over the years that knowing who your customer is, is also just as important. I am an educator, who is my client? My students. I need to make sure my students are happy and have the best service I can offer them. This impacts my outcomes, such as retention, pass/fail ratio and overall satisfaction.
treva,
So true! Customer service extends beyond the person you are directly meeting with. Thank you for sharing!
Dr. Jean Norris
Katherine, Very well said! Thank you for sharing.
Dr. Jean Norris
I couldn’t agree more. That customer service is truly treat everyone the way you would want to be treated. Which includes listening to your student/client needs and wants. Keeping the lines of communication open and making sure all their questions and needs are responded too in a timely manner. It is all about giving them a memorable experience and wanting them to come back for more.
I define customer service as doing whatever i can to make sure the customer is more than happy. This helps ensure the continuning business of the customer as well the future business of other customers that could potentially be brought in by their experiences.
Good point! What are some of the things you do to exceed the needs of your customers?
Dr. Jean Norris
Customer service is a funtion of how well an oranization exceeds the needs of its customers.. I always explain to my students we are in the people buisness and without people we have no buisness. if a customer doesn't receive an exceptional expirience then we did not do our job.
This is a great definition of success Chasminh, I'll bet your customers appreciate your focus on their initiatives and success. How can you apply the same definition for your internal customers too?
Dr. Jean Norris
Customer service is supporting customers in achieving and even exceeding their goals. We can provide customer services in numerous situations on a daily basis. Successfully providing customer services is recognizing your customer's goals, developing a plan to support them, execute initiatives, assess progress, and evaluate for success.
Maria,
Great point. What are some of your customer service attributes?
Dr. Jean Norris
Customer Service is definitely the priority in order to keep customers happy as well as growth of the company.
Admissions professionals certainly do provide a service and you're right Maricelly, our service impacts retention and so much more! What can you specifically do to provide the highest level of customer service to your prospective students?
Dr. Jean Norris
WHAT I UNDERSTAND FOR CUSTOMER SERVICE IS THE PROCESS OF ENSURING CUSTOMER SATISFACTION WITH A PRODUCT OR SERVICE. IN MY JOB AS A COUNSELOR IN A UNIVERSITY WE PROVIDE SERVICE. I UNDERSTAND THAT
IF WE DO NOT PROVIDE A GOOD SERVICE THAT IS GOING TO HAVE A NEGATIVE IMPACT IN OUR RETENTION RATE.
Great insights Sean! Every encounter with a student presents an opportunity to make their day. Thank you for sharing.
Dr. Jean Norris
I agree, it goes back to that kindergarten rule of treating others the way you want to be treated. It is taking the extra time to help students solve difficult issues. Even when it is something that you may not want to or know how to deal with. When a student has a positive experience with you they will share it, and hopefully lead to more students/customers attending your school.
Great examples Dan! Thank you for your additional comments.
Dr. Jean Norris
Hi Jean,
One example would include:
I try to be as quick as possible to a customers request. The last thing you want is a customer who is waiting on something. They will take notice to this.
Also the rapport you build is very important. Always deal with a customer in a professional, postive manner so they view your organization as being progessional and positive.
Thanks for your reply.
Robert,
Interesting added component I haven't seen before - asking for additional problems to solve. So, if I'm understanding you correctly, you encourage the customer to "bring it on" so you can help them with even more areas than they originally defined? This is a nice touch. How does this benefit you/the prospective student?
Dr. Jean Norris
I define customer service as exceeding expectations, solving the problem persented, asking for additional problems to solve and somehow rewarding the customer for bring their issue to you so that you had the chance to resolve it and retain them.
Dan,
Very well said! What are some specific things you do to establish that positive relationship? Can you share some examples?
Dr. Jean Norris
