Preparing for Customer Service Success | Origin: RT105
This is a general discussion forum for the following learning topic:
Raising the Bar to 'First-Class' Customer Service --> Preparing for Customer Service Success
Post what you've learned about this topic and how you intend to apply it. Feel free to post questions and comments too.
Training in customer service is an ongoing process and standards should be in place to help guide everyone.
Teamwork between departments also plays a key role in maintaining great customer service
Active listening will aid in providing better customer service. Equipping the necessary skills within the team will also improve the quality of customer service.
I learned that institutions should be very aware of their internal customer service. They should reward employees for good customer service and provide incentives for team members who meet and exceed the expectations.
Excellent customer service begins within and spreads externally. All employees should mimic the feeling of being customers to see that, without excellent customer service, the institution will not be successful, as there is much competition among us, and students will choose those with the best customer service.
Setting performance standards and core values is a great way to ensure that your team consistently performs at its best, making sure both external and internal customers feel valued and recognized.
Internal customer service creates an environment that students and future students will see. This leaves a lasting impression and can give the students confidence. This can be achieved if we utilize the 5 internal touchpoints.
Without a strong and solid internal customer service foundation, the institution will not be successful in providing customer-centered services to their external customers. Utilizing the 6 strategies and having a clear and knowledgeable understanding of your institutions policies, procedures, expectations, and goals is vital to preparing for customer service success.
I learned that leaders play a major role in shaping the culture they want their team to experience. Building that culture requires intentional planning and clear, measurable goals. It also starts with hiring the right people, those who are the best fit for both the team and the culture.
Great customer service starts from within the institution. If there are issues between staff and other internal customers, external customers will eventually sense it and may lose comfort with the establishment. Building bridges with internal customers and having open communication is crucial for optimal customer service.
I see the importance of every interaction with the students from the phone calls and texts, to the personal interaction and follow up. All of it is important all along the way. I intend to be more conscious of each interaction, knowing it will affect each person individually.
Having all of the staff go through good training over customer service will allow us to provide better services for our internal and external customers.
I would be proactive and observe opportunities to initiate and open a dialogue with students.
eCore values learned for the customer include respect, integrity, appropriate knowldge, quick response time, and excellent customer service.
Core values pertaining to customer service such respect and integrity are beneficial to a company's growth.
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 builds trust and leaves a lasting, positive impression. Together, preparation, empathy, and clear communication form the foundation for excellent customer service.
AS much as there is a focus in external customer service, there should also be a focus on internal customer service. Failure to do so can start to affect the work of the team and eventually the external customers.
It is important when working with our students we provide the best possible experience from each department. If all departments could work together as a TEAM, our students would have a better experience creating positivity instead of negativity.
The six strategies are important to successful customer service
1) Top-Down Approach
2) Ask For Feedback and Use It
3) Educate Everyone Everywhere
4) Create Customer Friendly Systems
5) Develop Consistency
6) Recognize Excellence
