CUSTOMER S

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3

AGENDA

Define Customer Service

Discuss 8 Rules for Good Customer Service

Face Reality

CUSTOMER SERVICE

Good customer service is all about bringing customers back. And about sending them away happy - happy enough to pass positive feedback about your office along to others, who may then enroll at your institution for themselves and in their turn become repeat customers.

8 RULES

1. Answer your phone Return Calls

2. Don’t make promises unless you will keep them

3. Listen Be Honest

4. Deal with Complaints (before they are elevated)

5. Be helpful

8 RULES

6. Train Staff to be Helpful Courteous knowledgeable

7. Go the extra mile Make a Phone Call Walk student to location

8. Throw in something Extra Advice Handout/Pamphlet/Web address

CUSTOMER SERVICE

Reality – Sending customers away happy enough that they do not complain to your boss or the President of the College.

RULES REALITY

Answer your phone – I was in meetings all day Return Calls

Don’t make promises unless you will keep them I meant to call you back but I got distracted by the emergency

request for data

Listen Goes both ways You have been saying the same thing for the last 20 minutes.

Deal with Complaints (before they are elevated)

Be helpful Define helpful

RULES REALITY

Train Staff I learned a long time ago that I can teach a person how to

process aid but I can’t teach them how to be a good person

Go the extra mile Be careful not to get drawn into things that are out of

your area of control Be prepared to not be recognized for your efforts, Ex.

Throw in something Extra Advice might not always be accepted or appreciated Handout/Pamphlet/Web address should be relevant

REALITY

Most schools try to provide good customer service

Institutional and Federal Policies often Conflict with good customer service

Perception trumps Reality

One size does not fit all

The customer is NOT always right

Some days you just don’t feel like havin’ it

REALITY CHECK

Consider surveys and or secret shoppers

Make a list of customer service ideas Select one or two to put into practice

Study businesses or schools that have the reputation that you want

Determine what your current strengths are

Normally we focus on what we don’t do well

Stay proactive

SUMMARY

“If you aren’t taking care of your

customers, your competition will.”

THANK YOU

Sharon Hassan

Director of Financial Aid

Prince George’s Community College

301-322-0766

hassanse@pgcc.edu