There is a big difference between customer service and a customer first mindset!
Most companies provide some form of support to their customers; however, those whose employees place customers at the center of attention are far more competitive. This is, of course, equally true in our career college environments, particularly with our most important customers - employers and students!
Employees who are customer first focused listen to their customers’ needs and act on them quickly. If they can’t honor a request, they state what they can do or refer the customer to someone who can help, then follow-up to make sure a solution was attempted. If an employer or student is angry, customer first employees allow time for venting and active listening before proposing a solution and then go the extra mile in offering assistance.
In any case, organizations who hold and display a customer first mindset make themselves far more competitive.