Dayana Cordova

One major insight I gained is how vital it is to have a strong understanding of your institution’s policies and procedures. Being knowledgeable allows you to respond quickly and accurately to questions, and helps prevent confusion or miscommunication. It's just as important to stay composed and supportive when things get stressful, as your attitude can significantly influence the customer’s experience.

I also came to appreciate just how powerful active listening can be. Giving someone your full attention, acknowledging their concerns, and responding thoughtfully makes them feel truly heard and respected. This not only helps resolve issues more effectively but also… >>>

Creating real value for customers means going far beyond simply delivering a product or completing a transaction. It’s about truly understanding what matters to them, anticipating their needs, resolving issues effectively, and making them feel genuinely heard and appreciated. Every interaction—whether it’s a quick question or a major concern—is an opportunity to show care, professionalism, and commitment.

To bring this into practice, I’ll make it a priority to listen closely and understand each customer’s unique situation. I’ll tailor my communication and support to fit their needs, aiming to not just meet expectations but exceed them. By being attentive, proactive, and… >>>

This module has helped me understand that a truly customer-centric organization consistently prioritizes the customer’s needs, expectations, and experiences in every aspect of its operations. It’s not just about providing support—it’s about embedding empathy, active listening, and responsiveness into the culture across all departments. A key lesson is that aligning organizational values with employee behavior is essential for delivering consistent and personalized experiences. This involves strong communication, shared responsibility, and a focus on continuous improvement. I plan to apply these insights by being more deliberate in how I connect with clients, colleagues, and students—listening with intent, encouraging feedback, and helping create an… >>>