A smile over the phone and in person does wonders. I have found that if I know their name when they walk in the door, the customer is pleasantly surprised. I think remembering someones name and saying it correctly is important. We receive a lot of return clients in our student clinic and I know a lot of them by name and what their preferences are. Prospective students and current students often come to me for support because I am a good listener.
I have had much success with my approach when dealing with customers/students. I take their concerns seriously and do my best to resolve any issues that may arise even if there is not always a resolution.
My customers and students are always friendly with me and we seem to have a good report.
This is a good approach Lisa. How do your 'customers' respond to this approach?
This is very interesting as your definition brings to light a deeper level of service than what might be expected in other industries. Our students come to us with a number of different challenges and I think you're right, the best service we can provide is to partner with our students and offer options for their concerns. Tim how do you communicate this definition to your team so that they too understand this deep level of customer service?
My definition of customer service is to treat each person as an individual. I find that you cannot treat everyone the same, we are all different and our needs are met in various ways. I greet everyone with a smile and do my best to make sure they get the answers they are looking for even if they are not always favorable. I am not quick to resolve an issue “fast and loose,†but to give my students honest and factual information. I treat people the way I want to be treated. I always find this a good rule of thumb and I have never gone wrong with it.
Customer service in a trade-school environment is a soup-to-nuts proposition. Potential students need to have their concerns addressed prior to committing, so admissions must be able to provide options for a variety of concerns. Once the student starts, instructors must also provide for and respond to a wide variety of needs. Advisors and staff must be prepared to give guidance and hope for a variety of roadblocks that inevitably get in the way of achievement. Career concerns must also be addressed, because, ultimately, practicing professionals give the most powerful testimonials about the value of a school's "product."
I'm highly confident this level of service would only enhance the Internal and External customer experience. The customer may only tell half as many people because the experience was positive, but the end result should lead to welcome recommendations and referrals.
It looks like a good practice. What questions do you ask to determine how to personalize your interview and create the personal bond you mention?
These are all terrific elements of customer service. How do you think providing this level of service impacts your internal and external 'customers'?
I try to treat all people I meet as I would like to be treated. Smile, say hello, ask how they are and how you can help them. I try to personalize every encounter, finding something I share with my customer. It creates a more personal bond and encourages a continued relationship.
My definition of customer service is providing thorough and accurate answers to questions. If the person doesn't know the answer, they're quick to say how they'll rectify the situation. Having good listening skills, being focused solely on the customer and having the customer's best interest at heart are also essential. Lastly, good customer service must include a positive and supportive attitude that untimately leads to a customer wanting to 'tell the world' how pleasant this school is to deal with.
Although this is subjective, I like to think I provide the level of customer service decribed above.
Uzma ,
Some would say that having good customer service skills is part of the product knowledge that you mention. With so much competition out there, what can you do to help make your customer service memorable?
Dr. Jean Norris
It looks like your focus allows for a customized approach to each customer. How do you know the best solution for that specific customer?
It sounds like your experiences in retail have helped you develop a high level of customer service that likely benefits your external and internal customers. There's nothing wrong with keeping the bar high, that might even translate into others mirroring your behaviors. Thank you for your contribution to the forum.
I would imagine that your approach helps your students to feel important, listened to, and empowered. Keep up the amazing work!
Customer Service to me is providing clients/student with a friendly, approachable and helpful attitude. To have good good customer service the organization must be knowledgable of the product they are selling to educate the client on it as well. Good Customer Service can set a business apart from the competitors.
making the entire interaction solely based on the customer. It impacts every bit of the service. It makes me be focused on a solution specifically made for the customer i am working with
My definition of Customer Service is pretty much what I was taught by my mother while working in her retail store from age 10+. Basically, customer service begins before the customer enters the business and continues until they leave. She made sure that we were attentive to the people outside the window looking in and ready to greet them as soon as they walked in. As long as that person was in the store they were first priority. Even if they were just looking I always kept an eye out so if they had a question or needed something they weren't ignored even for a second.
I have learned that because of that high customer service training I find that I am a pretty demanding consumer. I expect extremely high customer service beause that is what I provide to my customers. I don't ask for what I wouldn't be prepared to offer but my standards are high.
As Career Services Director, when students come to me with questions, memorable customer service means that I immediately stop whatever else I may be doing and be totally present with them, make them feel welcome, address them by name, listen intently and strive to support them in whatever ways I can so they leave feeling they got the information they needed and/or that they feel empowered. I want them to feel that I care and that they are important, that they can come to me for whatever support they may need, that I am here to help them succeed in whatever way I can.
That's a great definition of customer service, Ana. What steps do you take each and every day to bring your definition to life?
