Customer Relations
Customer service is simple. Treat people like you want to be treated. In our adult education, people come from large versified background with life experience. Must of our students, you give them an outstanding product (Knowledge) with respect makes great customer service. On the down side though, you mistreat the customer (the student) you now have poor customer relations.
I find myself in the same boat as Brian, with the fact that some of the students have moved away from family for the first time to be our student. There are times when you have to make them accountable for their decisions, but also help them make better ones. This is the side of customer service that is not advertised in the brochure. If we can help them through trouble times, they stay more focused in class, as well as stay in school to complete the program. There are times when we are their only voice of reason locally. If you can make them understand you care, they're more likely to enjoy your class and do better for themselves.
Brian, Your customer service plays a large role. Do you feel it's important for the student to find some of their own solutions, as well?
Elizabeth Wheeler
To keep customers or in my case students you need to show them you care about there needs and go the extra mile to help with there problems. The better your customer service is keeps them coming back it can be as simple as showing you care.
I agree 100%. In the education industry the first principle to a great customer service is understanding that all the customers (students) are different, and have different needs and/or expectations. Superior customer service can only be achieve when you can reach to the largest majority of the population.
Matthew, Well said! Making sure the student has all the correct information is one of the many roles of those in higher education, and customer service in general.
Dr. Jean Norris
I think this is a valid point. We must keep our standards high so students can be prepared for real world jobs. I think the difference is the time our faculty takes to help those students achieve those standards. We provide excellent customer service by providing tutoring and support to those non traditional college students who have never received that type of support and caring before.
I have a bit of issue with the phrase "the customer is always right". Especially in todays world with all the "misinformation" available. I believe it's important to treat the customer with respect, acknowledge their view point, politely correct any misinformation and provide them with the tools necessary to make informed decisions.
Scott, Customer service not only effects those currently involved with your institution, but those you don't even know about yet! Great point!
Dr. Jean Norris
I agree completely not only will they return to you but they will tell others about the wonderful service you have provided
debra, Interesting point. Is there a difference between the two?
Dr. Jean Norris
Elizabeth, Well said! Thank you for sharing!
Dr. Jean Norris
I have recently entered the education field after nearly 30 years as a clinician in healthcare. While I understand the importance of treating the student with respect and offering high quality education, I believe the adult education model sometimes errors in bending too far to accomodate student deficiencies and unpreparedness. It is our job as educators to prepare students for real world jobs where mistakes can cost patients dearly. I am still trying to find the balance between "excellent customer service" and holding student's accountable for a standard of excellence required for success in the professional world.
Great customer service i'snt always about making sure that the customer is always right, sometimes its simply about being honest and making sure that what ever product you are trying "sell" that its the best one for the customer not that its the most expansive regardless if thats what the customer really wants. Honesty and intergity are always the best forms of customer service.
I agree with you. Good customer service is what you would expect. I only deal with places that have friendly staff and go the extra mile to assist you. Therefore I know the students are our customers, therefore I go the extra mile to provide them with excellent service a smile and a helpful hand when needed.
I agree 100%. You treat everyone with respect and dignity and they will always return.
Debbie, Isn't that the truth? What a concept, too! Thank you for sharing.
Dr. Jean Norris
Richard, So true. We agree that the Golden Rule applies. Great job!
Dr. Jean Norris
I treat my patients and students like I would want someone to treat my mother and father. I try my best to remember that everyday. We all have bad days and I must remember that our customers/students will have bad days too. We must be forgiving and lenient at times.
