Additional Customer Service Insights | Origin: RT105
This is a general discussion forum for the following learning topic:
Raising the Bar to 'First-Class' Customer Service --> Additional Customer Service Insights
Post what you've learned about this topic and how you intend to apply it. Feel free to post questions and comments too.
Meetings should be small groups
I learned that constantly working to improve customer service and auditing your institutions customer service policies and practices is essential to ensure good customer service.
Mystery shopping is an excellent way to improve customer service.
Knowing how to effectively utilize the tools at your disposal can improve your customer service and help you communicate more clearly with students. This can also lead to more positive reviews from an outside perspective.
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.
The strategic plan is the ultimate guide for making meaningful changes in how a company provides service. Strong managers are essential, they must have the authority to implement changes, hold the team accountable, and provide clear examples of expectations so everyone understands what is required. Consistent follow-through is key, along with a mindset of always asking how the process can be made easier and better for the customer.
Mystery shoppers give helpful feedback that can allow for guidance to improvement. They can also provide information on where the institution is succeeding in customer service.
Implementing the standards of customer service excellence is the key, and practicing it with each person at each step along their journey creates consistency.
Having a customer service strategy for the business will improve customer satisfaction.
The best example I can give is treat a customer with not only the most respect but treat your customers as though they are you. Your customers are your business, and your business is a customer.
Exceptional customer service is a collective effort that involves everyone in the organization, not just those who directly interact with customers. I learned that building and sustaining a positive, student-centered culture depends on how well every team member listens, responds, and takes responsibility for their role in the customer experience.
One important lesson was the necessity of being consistent in follow-up, communication, and how complaints are handled. Every single interaction contributes to the overall perception of the institution, so it’s crucial to ensure those experiences are positive and meaningful. I also appreciated the idea of seeing complaints not as setbacks but as valuable opportunities to learn, grow, and enhance customer satisfaction. This approach encourages a proactive and resilient attitude toward service excellence.
Customer services expectations from one department should be the same across all departments to increase student satisfaction amongst a campus. You can't expect student satisfaction if they are not getting the service that should be given to them by each department.
Exceptional customer service is everyone’s responsibility, not just that of front-facing staff. I learned that maintaining a positive, student-centered culture depends on how well we listen, respond, and take ownership at every level of the organization.
One key insight was the importance of consistency in follow-up, communication, and complaint handling. Every interaction creates a lasting impression, and it's our job to ensure it's positive. I also appreciated the emphasis on viewing complaints as opportunities rather than threats.
Comment on Wanda Freeman-Rushing's post: Providing undivided attention and making them feeling valued are the cornerstones of customer service.
Learning to be flexible and adaptive to students' needs is a great way to ensure success in any institution.
I found this information useful by learning about improving customer service.
Communication and Great Customer service I believe go hand in hand. I also believe that when one enjoys what they do it is easier to provide quality customer service.
Management needs to communicate with all related areas to improve customer service.
Strategizing, preparation and clear vision are helpful to gain a better customer centric environment.
