Cheryl-Lynn Malloy

Did not realize how fluid the generational characteristics could be, the quiz was also interesting in confirming my habits and characteristics are spot on for my generation.

Situational leadership is key to having employees be motivated by you regardless of what style of leadership they would naturally tend to follow on their own.  Celebrating milestones helps others know how far along the path to new shared vision they have come, and just as importantly, to know how much further they have to go.  A successful vision must be easy for you to articulate as you share it with multiple audiences and those in the audience go on to successfully share it with others who need to help make it become a reality.

When soliciting and implementing customer service improvement suggestions from front line employees, don't forget the critical step of acknowledging their input and reporting back on how processes may have improved as a direct result of their feedback. 

When responding to your internal customers, always imagine the external customer(s) who can be affected by the service you provide internally.

When hearing students talk about their positive educational journeys at graduation, they always, always talk about how welcome they felt from their first interaction, first impressions definitely matter! 

Switching your Customer Service gears to meet the expectations of each student in front of you will help them to be delighted with your institution’s overall level of service.

Everyone can think of a recent customer service experience they had that left them unimpressed…keep in mind that it’s really very easy to provide excellent customer/student service, take the time and effort to “over deliver” in your discussions and interactions with students and delight them on behalf of your entire institution.

Sometimes student seek you out to vent about things they disagree with that are happening in other departments, it's vital to make sure they follow the "chain of command" when they need to seek redress, you don't want to unintentionally misrepresent to the student, especially if you don't have all the facts.

This has been a good reminder to answer student questions about credit transfer or program certifications with the same exact phrasing every time to avoid unintentional misrepresentations.

It's easy to unintentionally use a superlative when talking about your school's features, especially when you are talking with an extremely enthisiastic student, the table of acceptable and unacceptable phrases is a good reminder to be mindful to prevent accidental misrepresentation.