Customer First Service Versus Customer Service
Regarding your school's students and employers, what do you believe is the difference between "customer first service" and "customer service?"
Jo-Anna,
You are so right! A customer is a stakeholder and anyone in need of service - external or internal! Thanks!
Jay Hollowell
I believe that the Customer is always the customer.
You are either serving or being served. WE all play two rolls in life. That is serving or being served. Hence the Customer is always the customer. The focus should always be on spot listening to the needs expressed and paraphrase back so they know you heard their needs and ask if we are on the same page to move forward with the service.
I believe that the Customer is always the customer.
You are either serving or being served. WE all play two rolls in life. That is serving or being served. Hence the Customer is always the customer. The focus should always be on spot listening to the needs expressed and paraphrase back so they know you heard their needs and ask if we are on the same page to move forward with the service.
I believe the difference between "customer first service" and "customer service" is attitude. The attitude of "customer first service" is to go beyond the norm to satify the customer. The attitude of "customer service" is to satisfy the customer with a set protocol.
Thanks Laura, to your point, as the student/customer is at the center of your positive attitude, customer service is actually customer-first service.
Jay Hollowell
I believe that there is very little difference between "Customer First Service" and "Customer Service". Customer service begins with the initial contact with the student, whether it's over the phone, a walk in, or someone that you speak to outside the walls of the school. The way you express yourself to anyone you come in contact with should be very positive, always striving to make a relationship with the prospective student, following through to when the student completes the program. Anything less than that should not be tolerated.
I believe the difference between "customer first service" and "customer service" is attitude. The attitude of "customer first service" is to go beyond the norm to satify the customer. The attitude of "customer service" is to satisfy the customer with a set protocol.
Customer first service is why the institution exists because is there were no customers (students) to service then the college would not exist. You are putting the customers needs first therefore retaining the students and getting referrals from satisfied students.
I agree Carlos, it is very important to establish a positive customer service experience from the first interaction with the customer. That is why it is so important for the First impressions director to be well trained along with the the rest of the staff, so that level of customer service is maintained throughout the customers relationship with the company. I also believe one of the differences between customer service and customer first service is the level of importance placed on the customer. Most companies have a general principle of maintaining customer service, however, not many recognize the importance of the customer on their company. The customer ultimately is the bread and butter of the company, a business cannot thrive or be profitable without them. If that notion is kept in mind, a customer first service approach could make a world of difference in the profitability of a company. Always putting the customer first, acknowledging and catering the business to their needs, and focusing on customer retention are all examples of customer first service.
Students also come first in our school. We are there to provide a service to them and do it well. When issues do arise, I am glad to say the steps our school has in place are effective in resolving them.
Everyone is a customer. Without them we don't have a viable business. There are external customers and internal customers. Each needs to be valued and given the attention and focus that speaks to their being the number one priority to being satisfied.
Define which is the most impotant to servic for student first.
Students will have a better attitude if they are appreciated
Customer first service mean I have to sevice customer imediately.
Thanks Felicia,
I find too that body language speaks volumes and often conveys a different message than the verbal response. I think observation is key to hone in on what someone is really saying and the genuinely responding. As you imply, listening is a skill and a proactive process, not necessarily an instinct or natural ability!
Thanks for your comments,
Jay Hollowell
ML139 Facilitator
As I agree with those that said that "you need to listen" it doesn't always entail what they are saying. Sometimes it also includes on the things that they are saying in a non verbal manner.
Most of the time if you put yourself in the customers shoes and think what it is that you do and do not like most of the time most have the same point of view.
I find that the first impression will be long lasting, but it does not stop there it needs to be maintained. The best way is simply being genuine about your desire to assist, help and resolve their problems.
There is a premise that must be taken into account when addressing customers or service and is the first impression, so many universities have a first impression's director, there is the further development of the relationship with the client or student in this case.
Hi Gaird! Thanks so much for your comments. You raise an excellent point about not lumping customers together - each has an individual need even if the need is similar across the board. In our venue, I think both students and employers are customers, even our colleagues are customers in their own way - all needing a different focus, approach, and, if an issue exists, a different resolution.
Jay Hollowell
ML139 Facilitator
Customer first service is something a lot of places talk about but don't always deliver. All customers can't be lumped together. Someone else in this thread said "you have to listen" this is paramount. Not all customers are the same so we have to have the ability or freedom to adjust, adapt and assit in different ways to get the customer what they need or want.
