I would definitely look at the customer service, cleanliness, professional decor, the students and their dress code. I would also like to see how knowledgeable the staff is on their school.
The strengths of the school are the friendly staff and the appearance of the building. The challenges Always is better Customer interaction
treva,
Great awareness! Thank you for sharing. How do you plan to assist in making this change in your department?
Dr. Jean Norris
Katherine,
Great awareness and excellent suggestions for customer service. What are some other specific things you would look for if you were to mystery shop your school?
Dr. Jean Norris
If I mystery shopped my department I would find that at our student clinic strength is customer service. Not only to our clients but as well to our students that come in to work with our clients. We keep a smile on our faces and are always available to answer questions to everyone. We know our clients and students by name when they come in. We do our best to keep track of everyone's likes and dislikes. Our goal for our students and clients is to make a memorable experience for both. I find the challenge is to teach this to our students. To make sure the students realize the importance of running on time for their clients, listening to the client, going the extra mile for these clients to show how much we appreciate and care for them.
If i was encountered with a shopper professionalism and kowledge would be a strenght in my department, dress code clould possibly be a challenge though. I will continue to strive for a more professionally dressed department.
So it looks like a mystery shopper would find good things going on in your Career Services department. Keep up the good work!
Dr. Jean Norris
So it looks like by providing a wonderful service of one-on-one focused attention there are some challenges that come along with that (the long wait). How can you manage the process to provide a high level of customer service throughout the entire visit?
Dr. Jean Norris
As a Career Services person/department, I am helpful in providing information to our graduates as they navigate the licensing and job search processes. I guide our graduates toward feeling empowered to approach the job search themselves - learning a tool that will help them. That is often only appreciated (much) later.
Our FA team meets with every student that enrolls in our program. Every student's situation is different and treated on a case by case basis. The student has our undivided attention, and allows us to assist them through any challenges/hurdles/obstacles together.
Since we do meet with every student individually it sometimes means that there is a wait. After waiting for a while some students may be annoyed. This is when we really have to step our game up to show them that we are here to help them through such a sensitive topic that is FA.
All great points Corin. What would you see if you were looking for all of those things at your campus?
Dr. Jean Norris
I would let the company know how I was treated by staff, what the place looked like: if it was organized or messy and the overall feeling I got when I was there. i would also include if the info I received was correct.
You're right Kristine, we need to take small steps and celebrate every success. Great job trying new techniques to reach your students. How do you think trying some new approaches would help you in a future mystery shop?
Dr. Jean Norris
I think the most challenging for me in my department is the fact I work with students at different campuses and am not always physically available to assist them.I work hard to return calls and emails quickly but I believe I can do an even better job of communicating by checking messages more frequently. Since texting has become such a popular communication method, I experimenting with Google 'voice'and had much success with one student in particular. Small steps!
Brooke,
Very thorough! Thank you for sharing.
Dr. Jean Norris
Was the instructor on time.
Have a positive attitude
professional dressed
Organized
Explain information clearly
Was there student involvement
Was the class enjoyable
Would you recommend this instructor or Program to a family or friend..
And if yes why? If no Why?
Maria,
Listening is a key to success for an admissions representative, so it's great that you would include/challenge that. What are some ways in which you would identify how the admissions representative is listening to you?
Dr. Jean Norris
I would challenge how well the represntative is listening to my needs and expectations I have in my education.
These are great observations. How can you maximize the challenges and turn those into positive outcomes?
Dr. Jean Norris
AS A MYSTERY SHOPPER IN MY DEPARTMENT I WILL INCLUDE THE FOLLOWING STRENGTHS: GREAT INFORMATION PACKAGE, NICE FACILITY, CLEANLINESS AND SAFE PAKING LOT. AS CHALLENGES I WILL INCLUDE THE LACK OF APPROPRIATE BUSINESS ATTIRE, AT THE PICK TIME HAVE MORE STAFF IN THE FRONT LINE TO HELP THE LINE MOVE FASTER.
