Customer service and potential clients
Customer service is very important. That is #1 no matter if it is a walk-in, returning customer it is important to treat every visit like a First impression. Everyone is a potential asset. We need to treat them like we care and respect their choice to continue to come to our business because we put them first. If we get laid back we are then putting a risk to losing not only this customer but all the customers that this customer influences into coming to your business.
I enjoy my customers so my first rule of thumb is treat them as special as you want to be treated and you can't go wrong.
Thank you for sharing your approach Laura. Keeping things 'fresh' and reminding ourselves that we are the face and voice of our institution can have an impact on our customers. I like your approach of asking questions to customize your responses to keep it interesting for both you and the customer.
Dr. Jean Norris
I constantly check in & remind myself throughout each day that each person I speak with is asking for help in some way. I may have said the same thing 20 times that day, but the person in front of me or on the phone has never heard this information before. I also ask a lot of questions to gauge what the customer needs, therefore making sure that the experience they are having is catered specifically to them (and this makes it a little less repetitive, therefore keeping it "new" for me too).
So true Janet. What do you personally do to provide lasting and positive first impressions?
Dr. Jean Norris
I agrre, Happy customer return. First impressions are very important. treat people with the upmost respect.
Thank you to both of you for sharing. When we can support our students, without judgement and with respect, we provide a nurturing environment for their success. Customers do have a choice and we can be an instrumental part in helping them make the right education decision for them.
I share your point of view. I once worked with a student who proclaimed he was a difficult individual, understood that about himself, but hoped our support staff could see their way past that and treat each interaction as a new encounter and not hold the difficulty he brought in past interactions against him. I became involved because he had a concern that was probably underscored by his past interactions. Turned out, he was right in his concern. The lesson for me was putting preconceived judgment about a past customer interaction and starting off on a clean slate. This ensures the individual is treated with respect and has a pleasant interaction and receives good customer service.
Just like the information in this first module indicates, customers have a choice, even in the school they choose to peruse their vocation.
