Shannon Gormley

Discussion Comment

Thanks for your insight, Maritzza. Isn't it amazing how customer service can impact your business. Providing exceptional customer service will go along way in having return customers and a great referral base.

Shannon Gormley

Discussion Comment

Recognizing Your External Customers

Thanks for sharing, Lucy. These are definitely important external customers that are important to include in your customer service efforts. What do you do to help these customers have an exceptional experience?

Shannon Gormley

Discussion Comment

Providing Exceptional Service to Each Other

Great ideas, Lucy! I get the sense that you welcome the feedback of others you work closely with to help ensure your continous improvement. That's wonderful and will aid you in increasing your success with your internal customers as well as your external customers.

Shannon Gormley

Discussion Comment

Using Customer Service Strategies

Excellent awareness, Maria. Engaging your students for their input into the customer service process can shed light on your approach in a variety of ways. It sounds like you'd like to expand the ways in which you reach out to your students and that's wonderful. Good luck.

Shannon Gormley

Discussion Comment

Experiencing Mystery Shopping

I couldn't agree with you more! A smile can do so much to help make a person feel welcome...and it doesn't cost a thing! Keep smiling Christina, I have no doubt your customers (both internal and external) appreciate it.

Shannon Gormley

Discussion Comment

Using Customer Service Strategies

Wonderful insight! Recieving feedback on your current customer service practices is a great way to see where you are exceeding customer expectations and what areas might need to be tweaked.

Shannon Gormley

Discussion Comment

Defining Customer Service

Thanks for sharing, Christina. Using your own expectations of how to be treated as a customer is a great guide for the customer service you deliver. While the customer may not always be right, providing the opportunity for that customer to be heard and understanding what it is that the customer expects are both very helpful in delivering customer-centric service.

Shannon Gormley

Discussion Comment

Using Customer Service Strategies

Excellent approach, Adam. It looks like you cover all angles to address customer service issues. It's great to see that you also include student input as a way to see how you might improve from their perspective. Great job.

Shannon Gormley

Discussion Comment

Defining Customer Service

I get the sense that your institution takes customer service very seriously, Adam. It's wonderful to see the customer service expectations outlined clearly to ensure understanding. I especially like the idea of the "listen first" approach. Thanks for sharing!

Shannon Gormley

Discussion Comment

Customer Value

It looks like you have a number of clearly defined customer service standards, Adam. This is great and can be very helpful in ensuring all employees understand and deliver customer service in ways that are expected. Great work.