James, Agreed! Keep it up, and thank you for sharing!
Dr. Jean Norris
Our institution does the same thing. Our supervisor meets with us one on one and expects compliance.
Obtaining feedback from students and utilizing it to improved our customer service to them as internal customers. I feel this is important in respect to our program as it is only 2 years old. This is a very important aspect at thi point in time.
It's important to take a look at yourself, so great awareness, Carol! Many times we don't know what we don't know, so designing ways to figure this out will ultimately help us grow. The evaluations that are being used now, do you feel they are being as heavily considered as they should be?
Dr. Jean Norris
The discussion of using customer service strategies that was the most important to me in this section was the statement: "You don't improve if you do not take a look at yourself first" Having a review of your class and how things were done is a great way to really look at the satisfaction and taking better care of our students. We are also using Peer to peer evaluations in our school right now and that allows us to give constructive feedback to our peers and it gives us other ideas for trying new strategies in the classroom.
Nicole, That sounds like a great plan! How are the results used from these surveys?
Dr. Jean Norris
Emily, WOW! Sounds great! Thank you for sharing!
Dr. Jean Norris
I will incorporate to continue to be supportive, courteous and be kept in the KNOW here at work and continue to be consistant and to always go ABOVE AND BEYOND!!!
We also do surveys! It is a great way to see how you and the rest of the staff are doing individually and as a team.
David, That's a great way to measure customer service. How are these results utilized?
Dr. Jean Norris
our institution has a survey at the end of every course this is used as the feedback to make improvements to the teaching style or activities and lessons
Janice, Hiring the right people is key to the success of an organization. What specifically do you look for in candidates?
Dr. Jean Norris
Jeffrey, Very true! Great tactic of providing the information right away!
Dr. Jean Norris
Paul, Great idea. How do you think this will enhance the service you provide?
Dr. Jean Norris
Take time to hire the right people with the right skills.
We also use surveys, they have been very helpful when we receive the results immediately and can relate the experience to the result. They don't help foster improvement as much when we receive the feedback weeks later because the details of that group and their interactions fade from memory.
Plan on using in-person interviews for customer feed back evaluations. How a person answers and it's core meaning are best read in person.
I can appreciate your frustration, LE. What does a great customer service model feel like for you?
Dr. Jean Norris
Our institution is externally focused and has a culture of cut-throat treatment of subordinates and coworkers. Success is usually achieved through terror tactics and rude treatment. It seems that intimidating staff and isolating coworkers are important skills that we frequently see modeled in our leaders. Internal customer service would be perceived as the organization serving the needs of the individual not the individual serving the needs of the organization. It is a sad environment and one that may change after some of the "players" fail over time. In the mean time, we will keep our heads down and do our very best to help our students and build cross-functional cooperation out of sight of the leadership.
Ivette, You are correct that professionals with the right attitude are needed for excellent customer service. How specifically can you use their positive attitudes towards a successful customer service strategy?
Dr. Jean Norris
