The external customers at my school are the students and employers that I serve each an every day. Our organization services them by providing exceptional education and training and preparing them for the possible employment opportunities with the employers that sit on our advisory boards.
Jamie, Excellent! It's so great that you are so committed to your students and community!
Elizabeth Wheeler
Professor Wheeler,
Our external customers are prospective students and their support systems,employers,community businesses and charities with whom we partner,our independent advisory board, other schools or universities with whom we share articulation agreements, vendors who service our schools - anyone who can access our marketing!
Our university is committed to ethical and factual marketing, collaborative partnerships, providing excellent customer service and preparing our students academically/professionally for future success.
Jamie, Great practices. What do you do for your other external customers? Who are your other external customers, specifically?
Elizabeth Wheeler
Our university regulary updates its marketing material to ensure it is fresh, accurate, and compliant. Visitors to our university are greeted professionally and given attractive informational booklets. Our front foyer television is refreshed with current information. Visitor parking is available. Admissions advisors follow scripts to ensure information to prospective students is both informative and consistently accurate. No personal phone calling or personal texting is allowed for front desk personnel.
Thank you, again, for great posts Jamie. All of the external clients you listed are very important, as well as students. However, students (when enrolled) are your internal clients. So what processes can you improve to reach students that are not currently enrolled?
Dr. Jean Norris
Nicole, I agree that our students are our primary external customers. "Students first!" is our motto. We are currently evaluating every facet of the student experience to identify improvements.
We have numerous in addition to our students and their support systems - chamber of commerce,employers, advisory board members,schools with whom we have articulation agreements, businesses and residents in our neighborhood, suppliers
Troy, That's correct. What are some of the ways in which you serve that community?
Elizabeth Wheeler
Sharon
I could not agree with you more it straight to the points.
Troy
Our external customer will be the students that come to us for their educations and the clinic and the Hospitals that we use for externship for our students.
We are a culinary school. Our students are great sources of vital information so don’t ignore them. You are embarking on two key journeys when you start mapping; an external journey through the eyes of your students and an internal journey through the eyes of the organization. Without joining up the two you will not build an effective picture of your customer journey. Bring together cross-functional groups and ensure everybody has a clear idea about what each key student facing department does so you can start understanding the functions of each part of your organization and how they impact on the total student experience.
same with us. It helps us keep up with what the customers are looking for in our students and how to keep up our curriculum with feedback.
Maria Christy, That is a great example of an external customer. Who else could be considered an external customer?
Dr. Jean Norris
Our external customers are the one who supplies or the stores where we can buy equipments that are used for shooting since we are a film school.
Maria Christy, Prospective students are one of our external clients. Can you think of anyone else that might be a prospective client?
Dr. Jean Norris
Our external customers are our students. We serve them by providing them an extra mile service just like for example to all our foreign students we offer visa extension assistance instead to process on their own to Bureau of Immigration someone a staff member of our school will do that for them so its less hassle on their part. The staff will send an email to them for visa extension reminders 2 weeks prior to expiry date of their visas so they will be reminded when it is due and the scheduled date for processing. And will just notify our student through email when its done.
Angela, Excellent! Thank you for posting.
Dr. Jean Norris
Kaitlin, It is a great lesson! Did you identify who your external customers are and how you serve them? Who are they?
Dr. Jean Norris
We enter act with the medical community for our students. We do that by making ourselves know, following up with different offices and making a good working relationship between our school and their offices.
