Good Customer Service in institutions is important especially when conducting interviews or when a one on one conversation with the student is being done. Turn off all distractions and give your attention and focus on the student to show them that they are important.
I like this section and I found it interesting to learn that some colleges/universities have mystery shoppers.
The enviornment we create for customers allows us to connect with them and ensure we put a positive face forward in all that we do.
Sales awareness is important, but for me, self-awareness is the key to success. At the end of the day, you are selling a product but also selling yourself (students must like you/enjoy your personality). Students are more inclined to enroll in the University if they have an emotional attachment. Personalization to the enrollment process is also an important step.
It is important that each person at our institution be on the same page with customer service. We need to put the customer (student) first and make sure that we giving them our complete attention with each interaction.
Mystery Shoppers assist in keeping the company aware of improvements that will better the company's Customer Service.
This topic was specifically helpful in defining and establishing a 'standard' of/in effort, actions, behaviors and attitudes when representing your school and servicing prospective students.
Use the insights gathered from mystery shopping evaluations to provide targeted feedback and coaching to staff.
retaining and referrals are vital for long lasting customer service
It is all in the way we treat students and set processes in place to ensure that treatment is outstanding!
Communication is needed to be on the same page about customer service strategies
Meeting trees with detailed outlines help to spread and implement strategies
It is important to keep the lines of communication open between customer and school.
All departments must run in synch in order to have a fully in sync campus/organization.
Communication is important and the whole organization should be on the same page.
I found this information useful by having enough information to better customer service on these topics.
It's important to listen to feedback.
This topic was very helpful.
Creating personal value is the key to good customer service.
Communication is key from the Top of the company down. When everyone is one the same page and support one another then everyone will succeed. I think they made a great point about realizing that customer service is ever changing and you need to change with it and be open to re-evaluating processes to find ways of improvement. That way you can go above and byond for the customer.
