Miriam, So true! Keep it up!
Dr. Jean Norris
With students,patients, or neighbors, I find respect and listening are most important. Even if I cannot grant all requests, and I cannot, the other person at least knows they have been heard.
Customer service means that I should tend to my students needs as much as possible. this could be phone calls to check on them when absent as an example.
I give customer service in a variety of ways to my students. I offer before and aer lass tutoring. I make daily phone calls when a student is absent to check on them. I find that little touches such as the phone calls mske students feel important and cared about.
I define customer service as: ensuring that the needs of the customer are being met and that the customer is satisfied with the servuces rendered.
This impacts the services I provide by making me think in terms of how I can maintain the quality of the services I provide with the ho[es that a satisfied customer will either return and /or recommend that a referal customer will seek the services I provide.
Lairlyn, That is a great point! If you are doing something customer service related, it's important to be authentic, like you said.
Dr. Jean Norris
Emeline, It sounds like you really care about your students! Great work.
Dr. Jean Norris
Hi Shannon,
Customer service for me mainly making the customer satisfied during,before and after the purchase has been made.
well in teaching my students are my main customer. I made sure that I give them the best possible learning experience from me and not only during classes but as well as before and after my class. As a faculty I have learned to offer help to the students and make sure that all their issues and concerns are met.Although I cannot satisfy everyone because of different attitudes and beliefs I still let them know that I am willing to help in the best way I can. I have the attitude of caring which makes me more of an approachable instructor.
Bill, Great thinking! What are some of your tactics?
Dr. Jean Norris
Customer service for me is giving service from the heart . It's not only task oriented , but more on doing the task with genuine intention that we like to help & we want them to feel the compassion.
Customer service is actually listening and personalizing your service, not just giving corporate scripted answers.
How interesting, James! Do you feel your patients felt your mission was applied to them as customers?
Dr. Jean Norris
Carol, What a concept! That Golden Rule is key! How do your student react to this approach?
Dr. Jean Norris
Charles, WOW! That is such great awareness, and a true opportunity to turn things around. Taking a moment to hear the student and apply it in an area of need is very forward thinking. Thank you for sharing!
Dr. Jean Norris
I spent 30+ yearsin my own private dental practice, before entering the teaching profeesion. During that time our Mission Statement was "Quality, comprehensive dental care in a caring, concerned manner!". In this setting the patient's well being was our #1 concern.
Listening to the customer, I feel, is the single biggest thing to customer satisfaction. Whether they are a happy customer or an unsatisfied customer. Angry and upset customers require extra patience and understanding. By listening and allowing them to vent without interruption will often diffuse the situation. Handling angry - upset customers takes self-control. Complaints point out areas that need improvement. Complaints give you a second chance to provide service and satisfaction to dissatisfied customers. Complaints give you an opportunity to strengthen customer loyalty
In defining customer service, I tend to go back to the beliefs and values from my childhood. Treat everyone like you would want to be treated, they could be a part of your family, community or someone that is a complete stranger. We all want to be treated with respect and gain the best knowledge from a college that has the ultimate goal of student success at the end. I believe that everyone that works at a college needs to keep the ultimate goals of their customer in the forefront to be able to succeed. Reinforcing the steps to a successful customer experience.
Dennis, That is a great practice. There is much to be said about meeting people where they are. What is another instance where this kind of positive attitude can benefit you and your students?
Dr. Jean Norris
I think customer service needs to be supported by a positive attitude. I think most people can relate to a situation where the other person diffused an ugly situation by merely putting a positive spin on it, I try to keep a calm, positive environment in my classes and individual interactions with students.
Nicole, Well said! Listening is SO important!
Dr. Jean Norris
