Thorough definition! Easy to comprehend for those students getting ready to move into the workplace :)
Customer service in the service industry is a unique method! It is the ability to listen and learn what another individual desires with an excellent attitude from thus a professional! A compilations of many characteristics!
CARL ANNE,
This is a great mantra! Thank you for sharing!
Dr. Jean Norris
People often say " don't do to others what you don't want others to do unto you." My definition of customers service is always treat somebody with care no matter what their race, color, sex, and religion. Referrals often go a long way, so treating someone the way they need to be treated will often bring future students or customers to your company.
Ariana,
Do you believe the "customer is always right?" Some find it difficult to balance the role of faculty with treating the student as customer.
Dr. Jean Norris
My definition of customer service is to identify what it is the customer wants or needs, and going above and beyond to satisfy them. In the case of my position, it is listening to a students problem and taking all necessary steps to find a solution that will have them walking away feeling like the faculty at this institution truly cares about our students are are here to help them.
Wayne, this looks like a successful and customer-focused formula. When we recognize that every individual approaches with their own wants, needs, beliefs, etc. we are more likely to understand that themes you discussed are so very important. Thank you for your insight!
Customer service can be defined in many ways. But, there are common themes that apply regardless of your business. Its all about "people"! Broken down in 4 key areas:
Acknowledgement- acknowledge they exist... a simply hello/meet and greet is a great start.
Listening - keep in mind you are about to be spoken to with what the customer believes is very, very important. Listen to what they have to say.
Interest - Show them you want to help. That it does matter what they have to say..
Extend resolution - to the proper department, person, etc. even yourself. Stay with them, walk with them, etc instead of just walking away.
Most customers are easy to please if we just take a few momments to learn. Frustration sets in as we "disregard" each of the items listed above. Hard to get that first impression back!
You're right Wendy, customer service is very important. What are the things you do to demonstrate a high level of customer service?
I feel customer services is very important because you want your customers to keep coming back no matter what business you are in.
I'm so glad you bring up first impressions because they are SO IMPORTANT! We often see in the mystery shops that we conduct, that the front desk experience and/or the first few moments with the admissions professional can make or break the prospective students' experience. How can you work with your team to ensure that first impressions are positive and a memorable experience?
I define customer service as the customer comes first. When a customer first walks in the door you smile and warmly greet them. That makes a great first impression and lets the customer know that you are there to help them with their needs. Customer service also involves meeting the customer needs and to make sure they leave with all of their needs met. This will bring the customers back and they will most likely recommend your business to others.
It sounds like your admissions team understands that helping the prospective students prepare for what's ahead will help both the student and the school in the long run. What do you think the students and the school has to gain by providing this information up front?
Sara, you bring up multiple points for all of us to consider; I especially like your focus to work with the student to come up with a mutually beneficial arrangement. When we can work WITH our students by listening to their needs and concerns and then communicating options that can be mutually beneficial, the student will likely feel important and taken care of, and isn't that what we all want? I also like that you bring gratitude into the equation. By the time students are working with you they have already committed to being a student or have been a student for a while and taking the time to thank them for choosing your school can go a long way. How do you feel your approach helps you with your students?
One of the ways our admissions team does this is to be honest and up front with prospective students about the challenging level of the classes. Some people come into a school not knowing what kind of time and dedication is required to become a successful graduate. Admissions reps go over what the classes entail and also let prospective students know about tutoring and make-up options that are there to support students during their enrollment.
Customer service, in my opinion, is doing everything I can to satisfy the customer and show them gratitude for choosing our business. When I see good customer service (being on the customer end), I feel listened to, important, empowered, and taken care of. One of the ways I do this in my job is to provide the customer with options. I think the challenge in my position as bursar is when the student or former student owes money and doesn't want to pay. I try to provide good customer service in this instance by explaining the situation and giving payment arrangement options in a positive way to try and help them pay off their balance. Framing things in a positive light by doing everything I can to help, even if I am limited in the choices I can give, lets the customer know I don't just want their money, but want to work with them as much as possible. All of my collections letters end with, "I look forward to arriving at a mutually beneficial arrangement."
To provide good customer service in a school environment does not always mean that the customer is right. Sometimes a student thinks they should have their grade changed or not have to make a payment, even though it was their responsibility. In these circumstances, I provide good customer service by listening to the student, and then I provide them with information on how to go about appealing a grade or finding alternative funding. Empowering students and giving them the tools to complete the administrative tasks we need them to can also be good customer service.
It sounds so simple but it takes focus and the choice to provide the high level of service you mention. What do you do to stay focused?
Tell me more about your personal experiences with 'high 5 service'? How has it impacted you and your approach?
Thank you for sharing Andrew. I agree with you, when you can approach your job and your customers with respect, honesty, and transparency there is an opportunity to build a trusting relationship that will benefit everyone. Your integrity and that of your organization relies on the elements you described.
It sounds like customer service to your students is definitely a priority, Jeanine. Creating a caring and supportive environment for your students will definitely impact your organization in a positive way. Thank you for your post!
