Feedback
Creating a personal relation with the customers is always important. Calls to follow-up on experiences and ways to improve service helps with continuous evaluations for improvements.
Maintaining a constant channel of communication with our customers is imperitive in providing excellent customer service. Calling and following up with customers show that we truly care about their well-being at our organization.
I do agree with you that it is important to meet with the students. I make it a point to go to all the classrooms at least once per day to say hello to all the students and I like to send out short e-mails just to say hi and how are you? Is ther anything I can help you with? How was your day? Little things like that make a big difference in the students day.
I agree, I feel that it is really important to build that relationship with students.
Thanks for sharing, Paula! Meeting with students after the first week is an excellent practice. I'll bet it means so much to them to have someone check in and see how things are going for them. Great job!
Dr. Jean Norris
I feel it is very important to meet with students. I meet with them after the first week of school. This is a good time as they are so overwhelmed the first week. I feel this is good customer service.
Ian, Sounds like you really care about your students! Keep it up.
Dr. Jean Norris
I have found that if I have a few extra minutes and see a student waiting outside a class even if its not my class I ask them how its going if class is alright and if life in general is ok and try to remind them of the prize at the end and that it will all be worth it.
I would tend to agree about follow-up calls. We use them at my institute to make personal follow up calls to remind students when the next term is starting and to make sure they have their classes sorted before the term starts.
I consider that we always do things the best we can do it, therefore, being able to obtain feedback from customers is the only way to determine what areas need to be improved.
"do as you please" just means that now you can invite them to the campus, give the information to an admissions rep for follow up,.. they are now not only a potential customer but now it is a LEAD towards becoming a student (prospective) or their family members.
Jorge, Matching someone's excitement will help you build rapport, true. I'm curious though, what do mean by "do as you please" afterwards?
Dr. Jean Norris
This is key in order to gain trust from customers. Once you communicate their excitement rises and you can do as you please afterwards.
I have post it notes or electronic note pads to make notes of anyone that contacts me to follow up immediately or next day as appropriate.
Michael, Great point. How is the feedback gathered utilized for improvements?
Dr. Jean Norris
Follow up with customers from an admissions perspective has evolved with technology. A good rep will find out how that customer best receives information and use that method to conduct follow up. If a potential students uses text, use that, if they use email, use that. A great follow message does no good if it is not received.
Amy, Excellent customer service. Follow-up is one of the most important jobs of an admissions professional.
Dr. Jean Norris
After meeting a potential student the first thing I do is email them a personal thank you for meeting with me, and also offer any help that I can provide. Within the next 2-3 days I follow up with a phone call to ensure they received my email and to thank them again and offer help.
I agree I try to stress to the student in class to always look at each other as the patient who they will encounter in the work place. Having good customer service among each other helps promote team work and hopefully they will carry it with them when they enter the work place knowing how important customer service is.
Ernida, Excellent. Thank you for sharing.
Dr. Jean Norris
This is the same when working with patients. We built a nure/patient relationship, do as we promise. We provide quality care by caring for their ailments, follow up phone calls after visits/encouters. Provide continous evaluations. We make sure that our patients know we care.
