Cheryl-Lynn Malloy

About me



Leading and Motivating Others | Origin: ML111 | New comment by Cheryl-Lynn Malloy

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...

Additional Customer Service Insights | Origin: RT105 | New comment by Cheryl-Lynn Malloy

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...

Preparing for Customer Service Success | Origin: RT105 | New comment by Cheryl-Lynn Malloy

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

Creating Value for Your Customer | Origin: RT105 | New comment by Cheryl-Lynn Malloy

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...

Creating the Customer-Centered Organization | Origin: RT105 | New comment by Cheryl-Lynn Malloy

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.

Sustaining a Culture of Compliance | Origin: CM107 | New comment by Cheryl-Lynn Malloy

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...

Noncompliance | Origin: CM107 | New comment by Cheryl-Lynn Malloy

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...

Substantial Misrepresentation | Origin: CM107 | New comment by Cheryl-Lynn Malloy

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.  

Misrepresentation | Origin: CM107 | New comment by Cheryl-Lynn Malloy

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...

Disclosures and Representations | Origin: CM107 | New comment by Cheryl-Lynn Malloy

Confirmed the best way to discuss possible transferability of credits is to check with the receiving institution.