Glenn, Great perspective. Demonstrating how it will apply to them is a great approach.
Dr. Jean Norris
Jeff, That is a great way to define customer service! It sounds like you really enjoy helping others.
Dr. Jean Norris
By not only presenting the material, but pulling your "real life" experiences into the information so they can see how this information that we are providing them is going to help them be successful in the "real world".
Customer service is based on your ability to understand the customer needs and give them what they need with a compassion that you enjoy what they are receiving.
Glenn, Interesting perspective! How do you create that value for your customers?
Dr. Jean Norris
Julie, Well said! Right on point with treating them like people instead of numbers. Thank you for sharing!
Dr. Jean Norris
Customer service is getting the customer what they need at a price they feel is "worth it" while keeping the companies dollar goal in mind.
Absolutely! We all have our bad days but the student/prospect should never know it. Admissions reps have to respect the prospects time. This can be done by asking "how much time do you have for us to talk today". If they only have a few minutes, the rep must respect. The rep must also be willing to help those that may not qualify for the program as well. In the cosmetology industry, we work with all walks of life. They are a human being and deserve to be treated as such. They are trying to make a change in their life and may have struggles while they are in school. It is our job to make sure that they feel welcomed and encouraged to continue on with making the needed changes.
Julie, Treating people with respect and dignity- what a great way to put it! Do you find that those you treat this way respond better to you?
Dr. Jean Norris
Customer service is service that is true, real and honest. It is being willing to help and go that extra mile to ensure satisfaction. It is treating people with respect and dignity.
Chelsea, Knowing your audience is key. It sounds like you really care about providing good customer service.
Dr. Jean Norris
My outlook on customer service is making sure your first understand your customer and target consumer in every where possible so that you can address as many of their likes and dislikes in your lesson as well as on a day to day basis. I try to get my students as well as I can and maintain a professional relationship with them as to remain in control of the classroom. Understanding my students as a person will only help me when I am teaching to make sure that they are understanding the content that I am trying to get across in my lesson.
James, What great practices! Honesty is the best policy. What specifically do you do best, as far as customer service?
Dr. Jean Norris
I think everyone should be treated fairly with everything explained as clearly as possible up front to avoid any confusion (clothing policy, testing policy, etc.). We have a lot of referrals at our school and I think it is due in large part to our customer service. We also call and check on them approximately a month after they graduate to see if they have gone to work or need any additional help. Not only do they appreciate hearing from us but their parents do too!
Andrew, Interesting! Can you further explain what you mean by cost effective?
Dr. Jean Norris
Patricia, That kind of attention is great! What are some of the key things you to do make your customer feel this way?
Dr. Jean Norris
Helena, Listening is key, great awareness. Validation and appreciation are also very important. Well said!
Dr. Jean Norris
Terrance, Great point and well said. Thank you!
Dr. Jean Norris
Grace, Well said! The Golden Rule is always a great standard.
Dr. Jean Norris
My definition of customer service is anticipating the customer/student's needs and fulfill them in a personalized yet cost effective manner.
