Professionals with the right attitude are indispensable to building a successful customer service approach. Staff retention is the key for a customer service excellence. Measure the right things and analyze the feedback in order to improve.
Paul, you make a great point. How would it benefit to always show the results of the survey?
Dr. Jean Norris
We currently use student surveys with each term the student completes, but I like the point in the training video that stated it "takes a campus to graduate a student"...I think it would be best to share feedback with other internal customers if they are mentioned on those surveys instead of just within the department.
Shana, that sounds like a new idea! Will you discuss all the results of the survey, and who will be on your team for this meeting?
Dr. Jean Norris
Currently, our students complete an instructor 's survey after each term and a campus survey 3 times a year. Although I review the results from the instructors' survey with the instructor, as a manager I have not review the campus survey results with the students. I will bring the classes together to discuss the campus survey results. This will re-emphasize to the students and instructor how we are concern about their view point of the school.
Michele, Great insight! It's important for the school/college to demonstrate customer service to each other. Do you think that prospective students notice this behavior?
Dr. Jean Norris
Everybody in the school including the receptionist down to the Director of Admissions need to work together in order to be successful.
Amber,
Great teamwork! Thank you for sharing!
Dr. Jean Norris
Amanda,
Great! Thank you for sharing.
Dr. Jean Norris
This is something we find to be absolutely useful as well. We do a quarterly survey that evaluates the entire school. I think this is fantastic because it always keeps us on our toes about customer service. Even better is the way our campus director takes the feedback- whenever we have these surveys completed she presents them to us at an all staff meeting. We are then given an opprotunity as a team to come up with creative solutions to best serve our customers- I think this is one of the best ways to serve our customers.
Our school uses surveys at the end of each 5 week session and each department is included on the survey. As needed staff is coached so that the students are benefitting from the feed back left.
stanley,
Thank you for sharing. Have you found this helpful in your department? How?
Dr. Jean Norris
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.
David,
Sounds like a great idea! Thank you for sharing.
Dr. Jean Norris
We utilize course/instructor feedback forms from our students to assess the course. In future faculty meetings, I will be utilizing those forms to address and correct the issues with the whole staff.
I want to continue to respond well to feedback. We get surveys but I will also try to solicit more one-on-one feedback from my customers and then use that information to guide my future responses.
Maria,
It sounds like you are truly providing customer service. How do you think using "Education Everywhere" will enhance the experience of the person you are speaking with?
Dr. Jean Norris
I definetly would incorporate the stratety "Educate Everywhere". If asked always provide the acurate information of the school even if its outside of my work enviorment.
This looks like a great practice Sean and one that many schools would benefit from including in their process. Thanks for your post!
Dr. Jean Norris
I would like to see more recognition for employees that go above and beyond to deliver exceptional customer service. I think that others will want to be recognized, and it will lead to more consistant customer service.
