I found this information useful by having enough information to better customer service on these topics.
Communication is important and the whole organization should be on the same page.
All departments must run in synch in order to have a fully in sync campus/organization.
It is important to keep the lines of communication open between customer and school.
Meeting trees with detailed outlines help to spread and implement strategies
Communication is needed to be on the same page about customer service strategies
It is all in the way we treat students and set processes in place to ensure that treatment is outstanding!
retaining and referrals are vital for long lasting customer service
Use the insights gathered from mystery shopping evaluations to provide targeted feedback and coaching to staff.
This topic was specifically helpful in defining and establishing a 'standard' of/in effort, actions, behaviors and attitudes when representing your school and servicing prospective students.
Mystery Shoppers assist in keeping the company aware of improvements that will better the company's Customer Service.
It is important that each person at our institution be on the same page with customer service. We need to put the customer (student) first and make sure that we giving them our complete attention with each interaction.
Sales awareness is important, but for me, self-awareness is the key to success. At the end of the day, you are selling a product but also selling yourself (students must like you/enjoy your personality). Students are more inclined to enroll in the University if they have an emotional attachment. Personalization to the enrollment process is also an important step.
