Rosemarie Zyburo

Utilizing mystery shopping and or other avenues that give you a true report of a customer's experience at your institution can prove to be valuable tools to discover the strengths and weaknesses of your institution's customer service. Reviewing and utilizing the results in order to identify and implement strategies to improve the institution's customer-centered service experience is vital in order to reach service excellence. It is also critical to ensure that the entire company and team are well informed and trained on the newly implemented strategies in order to successfully reach the goals of the institution.

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.

Institutions can successfully create value for their internal and external customers by ensuring every touchpoint with every customer is done in a positive emotional manner while creating an experience tailored to how they want to experience your institution.

Creating a customer-centered organization as a higher education institution is essential because it directly impacts the student experience, retention, and the institution's reputation. Students need to feel and know from the moment they enter the school until the moment they graduate and beyond as alumni that they are not just a number or a means to profit. They are individuals who have chosen to invest their time and money and are entrusting the institution to provide them with a positive and rewarding experience. In order for the institution to ensure exceptional customer service, every department and every employee needs to… >>>