Creating the Customer-Centered Organization | Origin: RT105
This is a general discussion forum for the following learning topic:
Raising the Bar to 'First-Class' Customer Service --> Creating the Customer-Centered Organization
Post what you've learned about this topic and how you intend to apply it. Feel free to post questions and comments too.
I’ve learned that having strong product knowledge is essential, and it’s equally important to treat every customer with the respect and attention you’d expect yourself. Approach each interaction as if that customer is your only one, and focus on delivering the best possible experience
I aim to treat my students with respect and provide them with the knowledge and support they need to succeed
From this module, I’ve learned that a truly customer-centered organization places the customer's needs, expectations, and experiences at the heart of every decision and interaction. It goes beyond customer service and involves building a culture of empathy, active listening, and responsiveness across all departments.
One key takeaway is aligning organizational values and staff behavior to deliver positive, personalized experiences consistently. This requires clear communication, accountability, and a shared commitment to continuous improvement.
I intend to apply this by being more intentional in listening to and engaging with others, whether clients, colleagues, or students. I will also advocate for feedback-driven improvements and strive to foster an environment where people feel heard and valued.
Comment on Theresa Wycoff's post: Initial impressions convey a great deal about your institution. Whether it's stepping onto the campus for the first time or browsing the website for the first time, both experiences should feel welcoming and inviting for students and visitors. These instances can serve as your most crucial touchpoints.
Comment on Bill McGrath's post: The success of a company relies significantly on its treatment of customers. While customer service plays a crucial role and can influence a company's success, customer care often proves to be more enduring. Numerous businesses prioritize both aspects to foster a positive relationship with their customers. This is very well applicable to any educational organization as well
Quality and service were once regarded as a commodity, now it is the way in which companies are able to grow and reach new customers. By making customer service more personable, it can lead to new customers/students to become part of the school based on positive former or current student experiences.
Education should not be so business oriented, however, that is the reality of it nowadays. Customer service in education needs to go farther than what is mentioned here. The products that are being sold is learning and knowledge. The students need to realize that their investment is within themselves. Customers that buy these products because it is a trend will not flourish since they assign temporary value on it. The issue is that universities and colleges are no longer the only ones who sell these products and that students can learn just as much on their own or within other institutions that offer better services and products.
Exceptional customer service builds trust, enhances loyalty, and sets businesses apart from the competition. It’s often the difference between a one-time transaction and a lifelong customer relationship.
Customer service is key to being a successful company because now matter the cost or quality of the product, if the service is poor, there won't be repeat customers. And this pertains to educational institutions as well. There's value when students who feel heard, seen, taken care of, supported, and trusted.
Good reminder about "keeping it small" - the personal connection is key for colleges, just like businesses.
Great customer service will make a company grow or else.
People will remember how you treated them and how you made them feel. That starts with Customer Service and how you represent your Company.
Giving the student quality training will reflect on the job and get people asking where they went to school and with a positive outlook they will be willing to share.
Customer service is the new way of life! Great customer service can keep students coming back and also refer other students to attend.
Happy customers will always want to return and spread the news of good service.
Today, customized, more conversational and face to face customer service are very important. Word of mouth is very effective to advertise a product; personal experiences, stories, face to face communications would convince the customers!
Customer service is continuously changing and improving through technology, social media and internet. So, we have to keep track of the trend and adjust our strategies accordingly; with old methods we can succeed.
I agree with everything being discussed here. I work in the education sector and providing excellent customer service to our students is every bit as important as receiving great service. The students we serve are our customers and everything should be done to ensure that they have a great educational experience while they are attending our school.
Consumer feedback is important, Negative feedback could cost you business but it can also give you incentive to make adjustments so the negativity does not continue.
The part that stood out to me was how great customer service helps grow companies just by word of mouth (people tell 9-12 people about an organization when they enjoy their customer service experience) and on the opposite side terrible customer service can be detrimental to a company/organization (people tell up to 20 people about their negative experience with an organization).
