My definition of customer service is two-fold; it is not only "personalization" but also being able to deliver.
Being able to deliver means listening and adressing the needs and concerns of the student and then folowing through with actions that satisfy these needs. This also includes follow- up. No one likes to be told that something is being done yet nothing ever happens and the student is left with"empty promises. It is important to address the issue and to come to a timely resolution.
As for personalization, I think it is important to personalize yourself with the students. I find it a good way to gain trust. Once trust is established it is more likely that they will come to you with their needs, concerns, and the like. Getting to know students names, saying hi and goodbye, and re-iterating that I am here for guidance and support are a few of the "little" things that can have a major impact.
Personalization and being able to deliver are important aspects we can all work on and can play a vital role in satisfying our most valuable assets, the students. More reccomendations and higher retention rates are just a few of the results that may develop from this practice.
This impacts the service I do because I am a Student Service Administrator which makes customer service a huge part of my job. As a liason I need to learn the needs and concerns and then address them if I want to achieve the students" complete satisfaction; and this is the ultimate goal.
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.
Good customer service is all about bringing customers back. And about sending them away happy - happy enough to pass positive feedback about our business along to others. Good customer service is the lifeblood of any business.
I believe customer service, is treating your customer like you want to be treated. Provide them with respect and honesty in regards to the product, and if the customer has a concern or any questions with regards to the product, make sure you listen to them and really as yourself how what will make you a happy customer and try to and over deliver in regards to their expectations.
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.
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!
Customer service is all about the customer. I don't always believe the customer is always right but they do deserve to be treated with fairly. I always treat people the way I want to be treated.
We define customer service as a " Listen First " approach.
We are in the buiness of :
1. Identifying our customer's needs
2. Clearly and Positively communicating our understanding of those needs back to the customer by way of validating that we have accurately captured and understood them.
3. Setting the right expectation(s) regarding what, if anything, our response will be to the identified needs.
4. Exceeding the expectation(s) that we have set with the customer if at all possible.
5. Checking in with the customer after their needs have been met to ensure that they feel that we were accurate and timely in our provision of service to them.
It is always easier to promise what you know you can deliver, and then break that promise with additional value and excellence, then it is to promise what you may or may not be able to deliver, and then apologize for your failure afterwards.
Thanks Brenda. I couldn't agree more and you are right, we probably have all experienced great customer service. We have probably all received poor customer service as well. I wonder, what specifically have you done to make sure that your students have a great experience when working with you?
Good observation, Jordan. I imagine that you have high standards for customer service, especially if you want to be sure to treat your customers as you would be treated in a similar situation. What are some of your expectations for customer service?
My definition of this would be treat the customer how you would like to be treated! the potential student is investing in the company you work for so you want then to feel at ease, and welcomed at all times. Because we all can relate we've all delt with calling a customer service 1800 # and if the person sounds pleasant and you feel is sincere and really listening to what you say, it makes the experience that much easier!
my defintion of customer service is to treat that customer as I would want to be treated and to know they sign my paycheck
Rosemary, you have some great points here. First identifying the need of the customer and secondly, tailoring the focus to each specific customer. Tell me, what do you do to remember those key pieces of information to differentiate the customers, like their nickname?
My definition of customer service is to quickly, yet calmly, and correctly identify what the customer wants assistance with and then implement that help. I think it's very important to focus on the customer specifically and personally. Whether this is learning student's names, or nicknames, or just asking how their day is going, customers will always remember this connection and take it into consideration when recognizing this school.
This impacts the service provided by taking this international company down to a personal level. Not only is this helping the students in the facility, but it also helps to continue this courtesy onto the phone and internet connections with students and other customers.
Great definition, Rochelle. There is little doubt that exceeding someone's needs or expectations can be very rewarding. I'm curious, how do you know when you've met or exceeded your students needs?
My definition of customer service is meeting or exceeding the students needs.
By doing this satisfaction ensures loyal students, as well as positive word of mouth Advertisement.
Great! And how do you know you are doing everything to meet their needs? What is the feedback loop you use at your organization, Joseph?
My definition of customer service is doing everything we can do to meet the needs of the customer.
if it's a lady, they see how respectable we are, and feel great from the get go.
if it's a gentleman, they see the professionalism that we provide, and tend to be a lot more attentive.
So if I'm understanding you correctly, customer service for you is showing the prospective student you are there to service them. Is this right, Jose?
