Jeffrey, Well that is great! It sounds like you take this seriously. Is there another point that you would identify today as a challenge or weakness if you were shopping your department?
Dr. Jean Norris
Paul, I am not sure I understand what you mean. Can you explain further?
Dr. Jean Norris
Strenghts qualified faculty Weaknesses NCLEX pass rates
Early in my career I worked in an organization that used mystery shoppers extensively. usually we scored well if the scripted lines were followed by customer greeting employees and the general facilities were in good condition. The toughest scores were when said shopper presented a random employee with a challenge, an opportunity to solve a problem. I believe the people I work with today would do very well with a mystery shopper challenge.
Important to notice the positive and comment on those to strengthen customer focused attitudes.
It's always nice to have a friendly and relaxing environment, Juliana, great job. Do you think is something that would come up in your mystery shop report as a strength?
Dr. Jean Norris
I think many Instructors tend to accidentally show the wear and tear of their department. If budgets are cut and classes are at maximum capacity, it's difficult for the stress and frustration of this not to show to our students. I strive to keep this to a minimum and make it a friendly and relaxing environment, regardless of internal struggles.
LE, Great suggestions. What are strengths you can identify?
Dr. Jean Norris
The student tour of our small facility is not well scripted and does not generate enthusiasm or interest. I think I would recommend development of an interesting script and some key features to be included in each tour.
Ivette, That is great! It sounds like students are provided with great customer service the minute they walk in. What are some of the challenges you would list?
Dr. Jean Norris
In my opinion, the strengths would be the personalized service that is offered to all students. For being a small school, for example, they are all recognized and greeted by their first name. We also take the time necessary to answer their questions and address any concerns.
Mystery shopping can certainly assist you in evaluating all these measures, Joshua. Great awareness about the attitude you may omit when you are tired. Each students deserves the best quality customer service. It's important to maintain that personal energy through exercise, mental, and emotional strength. Thank you for sharing!
Dr. Jean Norris
I evaluate my office on a regular basis and provide certain check points for my team to meet. Remember to be courteous on the phone. Be polite to those that come to the department. Remember student's privacy and pull them aside when they need additional counseling.
There's always areas of opportunity. When we're busy, it's hard to provide that extra smile because you're worn out from being overworked. Put yourself in their (customer) shoes and listen to how you sound to others. Critique each other in a professional way. There's always room for growth.
Faye,
That is a great observation. What are some other things you would look for if you were Mystery Shopping your institution?
Dr. Jean Norris
If I was a mystery shopper for my department I would defintely implement customer service. We have a work study that speaks to all of the students in regards to scheduling an appointment with us and I feel that we should schedule our own appointments and have the 1st contact with our students. I feel that students should be able to walk right into our office and ask a question instead of having to make an appointment or sign in on a clip board before entering to speak to us.
Robert,
Thank you for sharing. How will you work to improve the areas you identified as needing improvement?
Dr. Jean Norris
Robert,
Thank you for sharing. How will you work to improve the areas you identified as needing improvement?
Dr. Jean Norris
If I was a mystery shopper I think my department would do well on their energy and knowledge of the program. I think we could improve on taking our time and following through on issues.
Katherine,
Great things to look at. What do you think you would find as results?
Dr. Jean Norris
stanley,
Great awareness. In what way do you think your school can meet that challenges of better customer interaction?
Dr. Jean Norris
