Linh, The reps you speak of are definitely external clients and it sounds like you treat them so well. Who else are your external clients?
Dr. Jean Norris
Andrea, Well said! Keep it up.
Dr. Jean Norris
Grace, Building those relationships will only help you in the long run, great job! What specifically do you do to build those relationships?
Dr. Jean Norris
Maria, That's a great perspective to have. Consider for a moment, others that might be your external clients; who are they?
Dr. Jean Norris
One of the external customers not directly mentioned in the presentation are the state boards or national organisations that govern the various health care professions. We are always trying to make our curriculum and courses meet the learning outcomes set forth in their guidelines.
Our vendors are one of our most important external customer. We treat them just as we would treat a paying customer because we want our external reputation to be stellar
A point to keep in mind is that every employee is a customer representative to the external customer and community. Therefore not only are key community businesses and business organizations, e.g. chambers of commerce, service organizations, but also non-profit community organizations like the United Way, Red Cross, places of worship, etc.. All areas in which employees are involved in are sources of external customers. To the external customer you are the business you represent - your school.
Our external customers at the dental hygiene program are the reps who come to the school and teach our students about their products, while bringing them free samples also. Without these product reps our students would not be exposed to the variety of products that's available to them for professional use. We, as a program, need to provide the reps with great customer care/service so that they are willing to come back for future classes.
External customers can be any individual, community member/organization, etc that will interact with the college and/or representative for any reason.
Clinical sites provide practical hands-on experiences for our students. It is essential to maintain positive/professional relationships with these facilities and the community at large.
Our community, clinics or hospitals, public and private offices- in which our students go for their internships/externships are our external customers. Vice versa we make sure that our students that we educated will perform quality work and present themselves professionally so that in return they can also refer our institution to other sites. We build lasting relationships by sending outstanding students to work or volunteer for them.
Students play an important role being our external customers because if we treat them right and mold them to be professional and be knowledgeable to the career of choice and get a job, that will be a referral.
Rebecca, That is correct! What are some "tips" for providing excellent customer service to your external clients?
Dr. Jean Norris
Maria Luisa, Great thinking! What do you do to prepare your students for these encounters?
Dr. Jean Norris
Pandora, That is correct! Great awareness. What are some of the things you say about your institution when you happen to cross your external customers?
Dr. Jean Norris
Every patient that walks into our clinic. In an clinical education setting, each patient that is willing to be seen in our clinic is an external customer and a persepective referral as well.
As our students go the different clinical sites or facilities, they are wearing the school uniform and logos on it. They are clearly identified who they are. This is a great time to "sell themselves" to this future employers, showing them professionalism,and all the positive qualities of a "future employee"
Who are our external customers? I treat everyone as an external customers. I misinterpreted the question of the external customers on the quiz. Yes, everyone we encounters is a possible customers. I meet a lot of people who inquire about the school where I teach and also students from different schools.
Maria, What a great idea. What kind of feedback do you get from your external customers about these events?
Dr. Jean Norris
Jesse, Great awareness! You are exactly correct. Thanks for sharing.
Dr. Jean Norris
Susan, What a nice practice. Thanks for sharing!
Dr. Jean Norris
