Get Your Students Hired
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.
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.
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.
Strategizing, preparation and clear vision are helpful to gain a better customer centric environment.
Good Customer Service in institutions is important especially when conducting interviews or when a one on one conversation with the student is being done. Turn off all distractions and give your attention and focus on the student to show them that they are important.
I like this section and I found it interesting to learn that some colleges/universities have mystery shoppers.
The enviornment we create for customers allows us to connect with them and ensure we put a positive face forward in all that we do.
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.
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.
Mystery Shoppers assist in keeping the company aware of improvements that will better the company's Customer Service.
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.
Use the insights gathered from mystery shopping evaluations to provide targeted feedback and coaching to staff.
It is all in the way we treat students and set processes in place to ensure that treatment is outstanding!