If I was a mystery shopper and went into my department, I would like to think there would be high marks overall. From professional appearances, to being approachable, and then informative, allowing follow-up and numerous others, I am always trying to "put myself in their shoes."
However, there is always room for improvement. We are all human and have those days where we're not feeling well, there are other things on our mind, and the like. The key is to manage everything that is going on in "our" lives and be able to channel it into other more productive energy so that you can allow complete focus on the customer including going the extra mile.
And Like I already mentioned; There is always room for improvement!!!!!
I couldn't agree with you more! A smile can do so much to help make a person feel welcome...and it doesn't cost a thing! Keep smiling Christina, I have no doubt your customers (both internal and external) appreciate it.
My biggest pet peeve is not always having a smiling face greeting everyone as they walk through the door. I think as a team we can make it happen.
Interesting point Brenda. Yes, you can almost "hear" smiling, right? Now that you are aware of how a prospective student may react, what are your plans for answering the phone?
How the the front desk handled themselves when the phon eis ringing as well as having someone stand in front of them. You always have to remember to stay calm and keep a smile on your face.Because the potential student on the phone cannot see you, however they can hear if their is stress in your voice.
Interesting insight, Raymond. How would you make your process more user friendly?
I would commend us on our customer focus but expect us to be more user friendly.
Thanks for sharing this information Christine. So now that you are aware of some of the areas of opportunity, what can you do to make a change?
The strengths in my department would be always assisting student when they need it. Because our institution is small in the number of students attending, each student gets one on one attention regularly. The students appreciate that they are all recognized and greeted by their first name.
Challenges would be implementing better systems for keeping track of student information and organizing databases with more helpful information to the student. I think that if there were more databases containing job prospects it would really make assisting students easier, once they graduate.
If I were a mystery shopper I'd probably include strengths of professional attire and attitude as well as personal approach. Some challenges I'd include are dealing with current and prospective students at the same time. However this is typically due to the fault of the current students cutting into the bubble of the prospective students. Another challenge is the phone. Throughout the day the phone rings with multiple callers at the same time. It is difficult for one person to field all those calls, so perhaps a second person designated to answer after the third ring would be best.
Great Rochelle! It sounds like you are interested in making a positive first impression with your students. You are using your listening skills by ensuring you are getting the right information too. I wonder, are there any other important elements to a great first impression?
I agree with Breeanne regarding answering the phone before the 3rd ring knowing how it does make a difference on when you do pick up the call and getting the right information. Along with whom even walks in the room.
The follow up after an initial contact is KEY. I make sure that the prospective student gets the utmost attention without overselling or scaring them away. I would be looking for that personal touch that would define my school as a cut above the rest.
Well this is certainly good news! Any insights on what the experience might be specifically to the admissions experience?
The strengths of the school are the friendly staff and the appearance of the building. The challenges would be minimal.
Great insights, Jose. Given this, what specifically will you change in follow up to service your students to the highest (and most ethical) level?
It's great to hear that one of the strengths a mystery shopper would find is your admissions process. And I think you would find that many admissions departments have a similar challenge with follow up. What are some things that you would do to improve follow up?
strengths- very postive and uplifting approach to admissions.
challenges- tweaking the follow-up even more , after student has enrolled
This is great news Breanne! The first impression is so critical when anyone walks in! It sounds as if you have an opportunity on the phone though. Please keep us posted on how this is working for you!
There's no doubt your position can be very challenging, Breanne. Congratulations for realizing the important role you play in the students experience as well as your colleagues. Keep up the great work!
