In my role in Career Services, my external customers are the students, but more often they are my alumni as well as my employers and organizations providing volunteer opportunities for my grads. I try to listen to all of them and provide answers as needed.
That's great Stanley and very true!
Dr. Jean Norris
our external customers are anyone coming into our clinic to receive treatments or buying our products. we serve them by giving them exceptional customer service and providing them with quality treatments
Graduates from my school are seeking employment as Professional Massage Therapists. My department provides career services to student and graduates which creates an external customer pool of organization who recruit graduated students. In my position, I connect with employers to identify their recruitment goal and establish a timeline to achieve it.
Brooke,
Very interesting, what a great relationship. What are some specific ways in which you or your university serves these external customers?
Dr. Jean Norris
Angel,
Great point! What are specific ways in which you serve them?
Dr. Jean Norris
We offer several medical programs so medical offices, Hospitals and surgical centers are our customers not only do they hire our students so employees enroll in evening coarse at our facility.
To me external students are all the people I encouter in my daily life. It could be people I meet at the supermarket, my doctor's office, alumni events I attend at Nova Southeastern University, etc.
Maria,
That is so true. What specifically does your company do to serve the external community?
Dr. Jean Norris
The external customer are definitely our students. They must be completely satisfied with our services. We must always provide the services needed to make their experience a pleasent one.
Kristine ,
This sounds like an amazing opportunity. How else do you think it benefits the external customers, as well as current students?
Dr. Jean Norris
We are a vocational school who trains students to become massage therapists. We work very closely with employers to create positive relationships and have several opportunities each term for employers to have a presence on campus to meet students as they are working to complete their program. These opportunities for interaction help the students become more familiar with a variety of employers and assist the students gaining confidence when it is time for them to job hunt.
Susan,
This is fantastic! I can see how this would be motivating to students. After all, the day-to-day struggles of going to school can be tough and having something to look forward to (a vision) is indeed motivating. Thank you for telling us more about this, Susan. Much appreciated!
Dr. Jean Norris
Absolutely! When I started in this role 7 years ago, none of these strategies were in place. The opportunities that are available to grads are so numerous and now we have many ways to communicate those to grads that we didn't have in place before. Also, asking the employers to collaborate with us and help create numerous face-to-face opportunities throughout the program has been key. It keeps students excited about the job possibilities and keeps the fire in their belly to complete the program and get working! I also think when students interact with employers it helps them gain a stronger 'big picture' about the profession they are about to enter - how many different ways to enter the profession and grow within it. It pushes their thoughts past the education bubble they are in and more toward the future they are about to create for themselves.
Robert,
Yes, there definitely are a number of external customers. You have quite the list. Now...how can you engage these audiences further to serve their needs?
Dr. Jean Norris
Are external customers are the local establishments surrounding our school. Vendors and contractors that interact with school personel. Graduating students, their friends and family members. All our social groups we are members of. Our busniess contacts and former co-workers.
Gambel,
This is great information. It's useful to be so available for them. What are some things that you might be able to offer external clients in a proactive fashion, too?
Dr. Jean Norris
The external customers at my school are our students, employers, CE providers and even some Insurance companies who are offered to our students upon graduation. We serve them by always being available for any question, concern, anything that we will be able to help with.
Susan,
These are some great strategies! Have you seen any changes in results over the years with these activities?
Dr. Jean Norris
Nicole,
Good point and GREAT practice!
Dr. Jean Norris
