How to Win Over Customer Service in a Higher Educational Institution
Debra Williams
BU 115
Mr. Juan Mobley
September 17, 2016
Abstract
Today world, higher educational institution is familiar on how importance customer service plays a role with customer service skills. There are many barriers must be overcome in the use of customer service skills in higher educational institutional. For instance, most faculty members really don’t look at students as a customer just a number. I think that all faculty and staff members should be trained better for customer service skills while working with the college student.
Let’s identify the challenges to improving customer services in all educational institutional. I asked several of my friends what are some of the challenges they face in an educational institutional. Theirs reply was:
The students doesn’t know any of theirs faculty / staff members names and what positions they represent in educational institutional.
Their customer service skills aren’t up to par.
The student feels that the faculty doesn’t care about them and their needs.
The staff member is unorganized.
Overall, its problem with the finance department.
I guess you can say overall, it’s all depends on how you treat your customers, in order to make sure they return back to your place of business. (For example) I remember when I first started here at MMTC. I was very afraid to attend any college, the thought of me returning back to school scared me, but, I knew I had to start somewhere to better my career options. My best friend, Denise told me about MMTC. She said it was a good school, and that all of the instructors are very caring and supportive. So, I decide to give it a try. When I arrived at MMTC the first face I saw was the front desk clerk, she looked very unfriendly, no smile and her voice sounded like she had an attitude. That was my first impressions of MMTC. I immediately start to turn around and go back out of the front and call my friend Denise to tell her she was a liar about MMTC, but then I saw this person with a big smile on her face , she said hello welcome to MMTC then she ask me was I am new student ? I replied no! Then she asked why not? I told her I thought the people that attend this college were unfriendly and I want to go somewhere else from my schooling. She said no! This is the best college in Augusta, Georgia, with a big smile on her face. She said we treat our students like a village everybody have a hand in teaching and learning each other’s. By hearing, that statement made me feel at home, and then I asked her what your name is? She replied ‘they call me Ms. Pat, I’m the librarian assistant, also I attended school hers as well, I graduate in 2014 therefore, MMTC hired me after completing my degree in Business Management. I said to myself Wow! That’s amazing; this college really cares for their students. That when I decide to attend MMTC only because good faith and great customer service. I guess having great customer service in a higher institutional does matter. Being loyal to your company plays a major role in how to work with others.
Good customer service is the main reason(s) why people return back to your place of business. Having good customer service skills gives a person the feel to believe that business is the best around. If your establishment has great customer service you will gain a lot of loyal customers they will tell their friends etc. that how your business will be more profitable.
Let’s add up the cost of losing customer vs gaining a customer
First , must add up the cost of sale of on customer per day , about eight dollars per sale it’s all depend on what type of business you have. Please keep that in mind as well.
Then you ask yourself, how much a customer spends on a daily during in a year.
You should multiply the total amount what the will spend on average per day and divide by days in a year. This will also help get an idea how average how much your regular customer will spend on a monthly basis. So you see really no one, can’t afford to lose a customer. Therefore, it’s best to have someone like Ms. Pat who helped to intercept bad customer service skills by making everything right by taking care of the customer with a professional attitude alone with a pretty smile.
How can you determined the benefit of customers loyalty
Ask yourself what is a loyal program is worth to your customers and how does this customers service plays an n major role in a higher institutional. Well, like my experience in MMTC. It’s mean a lot to new students rather they are older / just out of high school using good customer service skills helps builds an relationship with your customers also helps to increase customer loyalty , they will tell of their friends. By having some kind of loyalty program in place will help encourage you’re customers to stay with your business. This will help save your business and also enhance your sales. You will always try to control customer retention by having some kind of sale to attract customers to your business. Don’t forget customer’s achievement is a wonderful idea to encourage staying with your business. Altogether putting a customer loyalty program in will keep customer coming back. Most loyal customers think and believe that the products and services you sell will always be the best items out there for your business. Please keep mind that it’s hard to measure the contents of customer’s loyalty by trying to keep a respective relationship between you and your customers. This is why some of these educational institutional often submits to simply define their customer’s loyalty program base of buying behaviors. As an Admission Representative would think they will help students to determine the right program will be right for those students.
How Can You Help Improve Customer Service In A Higher Education?
There are several ways to improve customer service skills in a higher education:
You recognize the communication barriers between staff and students.
Know the challenges that student are facing every day.
Recognize the background / cultural of the students.
Staff effective training is needed on handling professional customer service skills at all times.
We need some kind of structural on how to address problems when they occur in difficult situations.
Letting all of the students knows that are tutoring available in all subject if needed.
All of the staff members should be introduced to the students alone with the title of positions they hold.
How to Improve Efficiency and Quality Customer Service in Higher Education Institutional:
Make enrollment easier and less confusing.
Lower the cost of intuition
Admission Reps needs to more in-depth with theirs student once the provision period is over.
It should be a meeting with student and staff members to ask any concerns questions.
Find out why students drop out and try offering some kind of assistance.
The financial aid should help student understand their needs better.
It should more prep rallies like on a weekly basis.
The most important reasons why encouraging good customer service in a higher institutional are:
Having prestige and their image.
Working with students on their social behavior and ethical accountability.
Making sure the students are making the right financial capability toward educational goals.
How to Improve Efficiency and Quality Customer Service in Higher Education Institutional:
Make enrollment easier and less confusing.
Lower the cost of intuition
Admission Reps needs to more in-depth with theirs student once the provision period is over.
It should be a meeting with student and staff members to ask any concerns questions.
Find out why students drop out and try offering some kind of assistance.
The financial aid should help student understand their needs better.
It should more prep rallies like on a weekly basis.
The most important reason to encourage good customer service skills in higher educational institutional at all time.
Having prestige and their image.
Dealing with students on their social behavior and ethical background.
Making sure the students are making the right financial competence toward educational goals.
Conclusion
Managing new students as clients in the advanced education institutional, to begin with, perceive that there are sudden standards should have been met by expansion great client administration models in a few schools, which it will be more can enable understudies to be more fruitful in their life – evolving objectives. Keep in mind working with the student by helping them to prepare their financial budget, this shows how the higher educational institutional are truly working with the students on a major economic choice and simply make their life easily to afford college.
References
Bick, R. A. (2002). Essay contest winners, 2nd place: What is customer service? The Armed Forces Comptroller, 47(4), 40-42. Retrieved from http://search.proquest.com/docview/194772538?accountid=158281
Empire Commerce Releases Latest Version of Its Omni-Channel Customer Engagement Platform Featuring Returns Processing. (2016, August 4). Computers, Networks & Communications, 191. Retrieved from http://go.galegroup.com/ps/i.do?id=GALE%7CA459604832&v=2.1&u=lirn08008&it=r&p=CDB&sw=w&asid=700fc247482aaafb2388c7539b567fca
Mourtzis, D. (2016). Challenges and future perspectives for the life cycle of manufacturing networks in the mass customisation era. Logistics Research, 9(1), 1+. Retrieved from http://go.galegroup.com/ps/i.do?id=GALE%7CA439118004&v=2.1&u=lirn08008&it=r&p=AONE&sw=w&asid=71e1f41f6d7655f978e21112f6292d16
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