My Definition of Customer Service
My idea of customer service is to maintain the focus on the customer at all times. Find their needs and fill them
I agree with Raymond. I feel that customer service should be our focus all the time. And helping them with any needs will show how much we care.
I think knowing your customers personally is the easiest way to identify and fulfill their needs
Finding the customer/Students needs is the main focus in providing excellent customer service. It's enhance the students experience in all things concerning the University or Learning Institute.
Jennifer, Interesting! What do you mean by "warm fuzzy"? I want to make sure I understand :)
Dr. Jean Norris
Having our students in mind for every aspect of their new career is important. Sometimes students may not feel its a warm fuzzy but if it helps their future its worth it.
Dean, great idea. You want to be there to partner with them and explore what's going on around them to help them come up with the best solution for their particular situation.
Dr. Jean Norris
I agree with this point. They are at your particular school because they have an end goal of some kind in mind; whether it be a career path or their first step in an educational process for later. By listening to what they have to say in turn helps you to ask them the right questions, you're helping them think about things they may have not thought of before speaking to you. In the end you will be giving them the service they seek.
Finding a mutual interest and connecting with your customers will usually result in them sharing more about themselves. How has this approach been a benefit for your customers?
I completely agree with this. I feel that a genuine care about the person will allow you to find out more information about them. I myself do not care to have a program figure out what my customer likes, I would like to get to know them myself.
Therese, that's a great approach! The most successful admission professionals ask questions that aren't only for the purpose of gathering necessary information for the school, but for the purpose of the prospective student. What are some examples of the types of questions you might need to ask to help them consider the 'other needs'?
Customer service is not only meeting needs that customers verbalize, but asking pointed questions to get them to consider other needs they may not have thought about yet.
Kathryn, that's a great point. It would be difficult to know every answer to every question, but you have the right attitude here: find out and followup. Keep us posted with how this strategy works for you.
Dr. Jean Norris
A tricky part of customer service is feeling at ease when they request something you don't know or have. The trick is to let them know you WILL find out, and then the followup with be the key to success. Never let anything fall thru the cracks this way.
Thanks for sharing, Raymond. I'm sure your customers appreciate that you focus on them at all times. What are some of the things you do to maintain your focus when there are distractions?
