Many colleges and universities utilize faculty and course evaluations. They can be beneficial for evaluating course material, the instructors/professors, and for painting a big picture for improvement. Utilizing a well-rounded evaluation process that includes not only student reviews but peer evaluations, supervisor evaluations and test scores, can help to celebrate the successes and understand opportunities for improvement.
it is very important for students to be able to evaluate staff - this underlines their "customer power" and keeps us on our toes in providing a quality experience.
Making sure the client is always right no matter what. the customer will always leave satisfied with their services.
Thanks for sharing Corinna. Is there one strategy that stands out as one you want to try first?
All of them...they will definatly inhance our customer service.
Evaluation forms, asking the students how the facility can provide them them the best education and services, is the best way to help the studnets and the school
yes evaluations is a great way to see different issues and come up with a good strategy plan to solve them from a students point of view.
Doris, evaluations are a great way to get feedback and using them every term allows for continuous improvement. How has your staff responded to the evaluations?
Dr. Jean Norris
We use evalutions for our staff and do them every term. I believe it is a great tool for feedback to our staff.
Leann,sure. Evaluations are useful tools. I wonder, what types of questions or items do you like to see on an evaluation?
Dr. Jean Norris
I agree with Christina that evaluations are crucial to deliver better customer service.
Sophia, tell me more of how you want to use surveys with your staff.
Dr. Jean Norris
I like the ideas of surveys. So that you keep track of your staff
Joane, that's a good point. I have seen this in many industries as well. I'm curious to know what some of your results have been?
Dr. Jean Norris
at this point we give a survey to anyone who enters our building we ask them to evaluate the service to let us know if they will return or refer someone to our business and what we need to change so far it is working
Kimberly, thanks for sharing. I think that's a great idea. By using positive reinforcement, others will probably take note and will want that recognition as well. Keep us posted with the results.
Dr. Jean Norris
I am going to integrate more of the 6th Strategy: Recognizing Excellence. I am the lead in the communications department; we are the front line in our school. I regularly give informal recognition to my people when I hear a conversation that they may have had with a student or read a particularly engaging live chat conversation but I like the idea of formal recognition. I have the ability to listen to the calls that we get from students and I believe I can incorporate a best practices example using them. Maybe a monthly recognition for the best customer service call (and use it as a training tool too). I can use the same example with writing procedures on “friendliness†and “courtesyâ€. I believe that the recognition will improve everyone's interactions because they will want to be recognized for the next month and having consistency can assist them with that goal!!
John,
Thanks for sharing. Staff and faculty evaluations can be very helpful to see what is working well and what could use improvements. What are some of the areas that you measure in your evaluations related to customer service?
Shannon Gormley
We are using more and more exhaustive evaluations of our staff and instructors.
Excellent awareness, Maria. Engaging your students for their input into the customer service process can shed light on your approach in a variety of ways. It sounds like you'd like to expand the ways in which you reach out to your students and that's wonderful. Good luck.
