Matthew, Great point! How can you help to motivate the student that is not putting forth the necessary effort?
Dr. Jean Norris
I always try to make sure that I let the student know when they are doing a good job. I also try to provide them positive reinforcement when they are doing less then a good job by helping them to understand their mistakes and avoid them in the future. However it is a bit difficult when dealing with a student that doesn't put forth the effort.
Apryl,
Listening is a key ingredient to helping understand a customer's needs. Have you considered options other than phone calls to connect with your customers, too?
Dr. Jean Norris
Consistent follow up calls. Listen to the customer more carefully to achieve desired satisfaction from the customer.
Ninh, Students can be the best representation of an institution. Thank you for sharing.
Dr. Jean Norris
I would like to believe we put out good students who graduate and enter the comunity being good representatives for our school.
This is really great! Striving to create value for our students (internal and external customers) is our ultimate goal. It is important to listen to their specific needs in order to respond with value. As an instructor, I give real scenarios with outcomes without over promising but in the end they see the final outcome when gain employment.
Mary, Great suggestions! How will implement these changes?
Dr. Jean Norris
Tammie, GREAT perspective! How do you find the student reacts to this approach?
Dr. Jean Norris
Value for our customers include responding promptly to requests, actively listen to their needs and wants, and authentically connect with them so they feel a caring spirit from each employee. I would consider doing some things differently such as improved organization of materials to service them in a prompt manner. I would also build and support work teams that believe in excellent customer service.
Really listen to what the customer is asking and what do they really want - we really need to know WHY the potential student is here!!!! WE need to be better at letting the student tell us what they want not trying to sell them what we have.
Awesome point, Lairlyn. Being genuine and compassionate will help build that true rapport with your students.
Dr. Jean Norris
Debbie, That is such a innovative idea! Please be sure to share how the response to that action!
Dr. Jean Norris
One of the ways we creat value is by giving them surverys and a chance to give feedback in anyway. In reurn we try to change and improve. A different thing we can try is maybe to write back and tell them the action plan of how we will improve and or when we do improve and to thank the, again.
Be honest, polite & compassionate. We have to be consistent, we give them a call or email, not only if they purchased or buy something. We make them feel , they are valued customers.
Bill, Very true! Thank you for sharing!
Dr. Jean Norris
Always making sure that they realize they are being heard and that their opinion counts
Great practices, James. Transparency with students is key. Thank you for sharing.
Dr. Jean Norris
In preparing dental hygiene students for their career it's important that students are made aware that the program is structure in such a way to help them become the best they can be! That we have their best interests in mind. They may not agree with everything but if they feel we have their best interests in mind they will be more receptive. One thing I want to do is if I see a student that seems troubled to take the time to take them aside and find out what is going on.
Stacey, That is a great point. Does your institution take customer feedback seriously and apply it?
Dr. Jean Norris
