I like the idea of implementing the touchpoints for internal and external customer services/students review with all the personal in a regular basis to develop and ensure the level of responsibility, quality, communication and teamwork in and outside the campus. Sometimes we might forget that even on our days off we are representing our school and every impression good or bad counts and it definitely affects the future stability of the business in our case our school integrity and success. Surveys with students are done on a regular basis but it would be good also to do surveys with our graduate students and even the ones that didn’t get to graduate to take in consideration their opinions to improve and give them the best education possible and increase retention.
Wonderful insight! Recieving feedback on your current customer service practices is a great way to see where you are exceeding customer expectations and what areas might need to be tweaked.
Excellent approach, Adam. It looks like you cover all angles to address customer service issues. It's great to see that you also include student input as a way to see how you might improve from their perspective. Great job.
I think one of the most important things we could incorporate are evaluations. I believe the keys things to be evaluated are classes, instructors materials and staff.
We have an active review committee made up of team representatives from all areas of the school's departments, as well as student represntation taht is charged with meeting every month to assess a specific system or process taht we choose to focus on, and to then offer recomendations back to me for implementation of changes taht are targetted at achieving a positive gain in overall customer service as measured through our scorecard.
Great awareness, Adam. It sounds your institution as well as you, are dedicated to providing excellent customer service. What are some ways that you believe you could enhance customer service in some of your systems?
We will move to do a better job of formalizing our commitment to the strategy of Creating Customer Friendly Systems.
Currently not all of our systems are as customer centric, nor as friendly as they could / should be, and we can definately do more to make these systems more user friendly as well as more effective at the same time.
Survey's are a great tool for gathering information concerning your processes. What information do you plan to include in your survey that will inform the effectiveness of your admissions process?
I will develop a brief survey with the EMGT team to survey applicants in the admissions process to determine how effective a job we are doing.
These are great tools for eliciting student feedback for improving your processes. It can also be helpful to get input from employees and colleagues in the same manner.
Survey questionnaires and focus groups can serve as viable tools to determine student thoughts and use for improvement.
You make some great points here. What I am seeing is perhaps an opportunity for cross training, making sure that everyone is on the same page and is held accountable.
I think one of the most important customer service strategies to implement further in our institution is number 3, educate everyone. There are multiple reasons for this. One such reason, is that we have a small staff, and when someone is out sick or on vacation another staff member must fulfill that staff member's most important daily duties and tasks. However, some staff members are not trained in all areas, therefore making the transition back to work more difficult and sometimes making other staff member's tasks harder to fulfill in their absence. Instituting more multi-level training and better information transfers to staff about others duties would greatly improve the workplace.
Getting your customer (or student) feedback is a great way of determining what you're doing well and what needs to be improved. How do you think your students would respond to a survey asking for their feedback, Rochelle?
I agree with this. I feel that this would be a great way to get feedback.
You're not only in recognizing the value of student feedback, Tom. Many of the other course participants have felt the same way too. What type of information do you think would be important to include to determine what improvements to make?
As I am just starting, I really like the idea of getting feedback from the students after they take their courses. I feel that it is imperative to see just what is working and what may need improvement to make the school succeed.
Hello Breanne! This certainly sounds like a great strategy especially if the feedback is taken seriously and changes are made. Can I ask if you've ever received feedback that you didn't or couldn't address? How did this impact student satisfaction?
You're right, Breanne, getting your student feedback is an excellent way to improve the services you offer and continue to provide excellent student service. Keep up the good work!
You're right, Breanne, getting your student feedback is an excellent way to improve the services you offer and continue to provide excellent student service. Keep up the good work!
