I see that a genuine way to create value for our customers is to take their concerns and feedback seriously.
Oftentimes organizations may dismiss a customer complaint, or perceive the feedback as a difficulty within the customer.
It seems important to be open and hear what is presented and thoughtfully decide what action steps are needed.
Humbly,
Stacey
Ted, Well said! Thank you for sharing.
Dr. Jean Norris
Communicate clearly, provide guidance, go above and beyond expectations, respond in a timely manner and follow through.
Jamie, Great awareness! How will you help to aid this and provide this type of customer service?
Dr. Jean Norris
I feel it is important to be open to suggestions and helpfull criticisms. The more we listen to what the students need and want the happier they will be. It is helpfull to our institution to keep an open dialog with students. It may be helpfull to be a little more accessible to students in the afternoons. Some staff leave early and we may need to have certain members stager evening hours. We have evening courses that put some students at a disadvantage when if comes to doing certain tasks. Such as meeting with financial aid.
Nikki,
Oh I understan that one for sure! But don't be so hard on yourself...there is only one of you and a lot of them to begin with. Some people learn names simply by hearing them and others use techniques to retain names with faces. One thing that I've done to try and remember names is I associate something specific about that person to someone else I know by that same name. Also when I first meet them I say their name again and look at them in the face and try and visualize the connection between them and the other person I know. Sounds a bit strange...but it can work! :)
Dr. Jean Norris
My biggest struggle is with students names and remembering their situation. Students no longer where badges to be able to see their names easily. I have been trying lately to remember but with so many students on campus it is a struggle to me.
edward, More great ideas! Thank you for sharing!
Dr. Jean Norris
We can provide added value to our students/customers by providing real world examples that are not included in the daily lesson plan as well as adding different ingredients to a recipe to show how one recipe can be made a lot of different ways just by adding or subtracting various ingredients.
Edward, Very true! All of those little touches can help you build rapport, as well. What other benefits do you feel would come from this?
Dr. Jean Norris
I've always tried to be attentive to what my students are saying in class and out of class [breaks and lunch]. [I hope I've been consistant with that.? I try to make extra time to do tutoring, either one-on-one or in small groups. I usually make sure that my students have the power point graphics and lecture space forms so they have to write a bit less but be able to write explanatory notes on the presentation. That I think has been of value for them.
I think I'm going to try to be attentive to calendar dates during the term that are significant to them [birthday anniversary, wedding anniversary, whatever they are willing to share. There is nothing like having your "special day" acknowledged!! Even a birthday cupcake. :)
Follow up is a huge portion of customer service, Shana, great job! What is one thing specifically that you would change about your current customer service process?
Dr. Jean Norris
I create value for my students by resolving their concern within 24 hours. If there is an obstacle that prevent me from resolving their concern, I follow up with a phone call.
To provide outstanding customer service, I should encourage instructors and myself to make connect with the students more.
Michele, That is correct! What is an example of how you personally create this value?
Dr. Jean Norris
Internal and External customers must be of value at all times
April, It's okay not to know the answer, and letting the student know that and getting them the answer later is great customer service! What is something you would do differently?
Dr. Jean Norris
One thing I learned with my time in the military was to always ensure to bring forth an answer if unable to recall at that moment, in a timely manner. This builds trust with the customer and shows that you did value his or her request.
Recognizing the customers need is the first step in creating value for them. After their goals have been established, showing them the path to success and the ideal outcome can allow them to realize value.
Susan,
Wonderful insights and I love the solution - "maintain a beginners mind". I think we can all learn from you, Susan! Thank you!
Dr. Jean Norris
Jason,
Sounds like a solid plan. As mentioned, it's also helpful to continually share all the good things found in mystery shopping, too. People tend to be fearful of the practice when it can be used to celebrate great service!
Dr. Jean Norris
