I'll bet you gather great information to celebrate successes and uncover potential training opportunities. How does your school utilize the data from these interviews?
Dr. Jean Norris
Any positive recognition has the potential to generate enthusiasm. How do you recognize employees for their good customer service? Do you have a specific program or process?
Dr. Jean Norris
We require each and every student to complete an exit interview with an admissions representative prior to the students graduation.
This helps us improve the overall student experience going forward if needed.
Rewarding employees for good customer service generates enthusiasm throughout the school that we recognize the importance this has on our campus well being.
Robert,
Good plan! You are very insightful and recognize the student may be overwhelmed with information and reinforcement will be helpful. Thanks for sharing your ideas!
Dr. Jean Norris
Roberta,
Yes, recognizing all the things (big and small) that are going well is an important strategy. Too often I see people focused on what's broken and what's bad versus what is going GREAT and how do we do more of it! Continued success, Roberta!
Dr. Jean Norris
Roberta,
I really like the idea of catching people doing things well! Thanks for sharing!
Dr. Jean Norris
I will incorporate a survey focused on the payment process and various ways it can be structured to the individual students needs.
All to often the student has forgotten information from orientation and this further reinforcement will be helpful in keeping them current on their student payment plans.
We currently utilize all of the 6 strategies, but we can always improve, especially in recognizing excellence every chance we get
Our school utilizes student surveys as well, every 10 weeks. The feedback is given to the appropriate department so it can be used for further training guidelines as well as to discuss and acknowledge where the department did things well.
Jason,
Well said! I like this a lot!
Dr. Jean Norris
Gambel,
This is a great insight but not always easy to do. Thanks for being so open!
Dr. Jean Norris
Next, I would like to ask for feedback as we continue to improve ourselves and our processes. This will help us track our progress and see what is working and what is not.
The customer service strategy I will use is to ask for feedback and use it. Constructive criticiscm is healthy and needed in every job. It also helps you be able to perform the best customer serive you can.
Jason,
It's interesting how perceptions can turn into reality (and sometimes wrong information) when not communicated proactively. What will you do next?
Dr. Jean Norris
Nicole,
Good point. What do you think is the next step in making this happen?
Dr. Jean Norris
I would like to incorporate the "Educate everyone, everywhere" strategy. This will improve the service we provide by dispelling any myths and dealing with just facts and creates a smoother process all-together.
I think we will try to educate everyone everywhere. In my opionion I think if everyone is aware of how difficult each other's job can be we may have more patience if a co-worker is overwhelmed.
Surveys are great for gathering data to inform training or improvement, however there is risk in collecting the data if you do nothing. How do you ensure that positive action occurs after reviewing survey data?
Dr. Jean Norris
Sending out surveys to our student regarding customer service levels is a great way to get student feedback on the level of service the FA dept provides for our active students. Feedback from the surveys is great information to utilize and apply in order to maximize customer service levels and provide a one of a kind experience.
