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OSRHE: Enrollment Management Conference. Insights to Service Excellence. Presented by: Jerrett Phillips & Brian Searcy. Introduction. B egin with the end in mind…. The Seven Habits of Highly Effective People (Covey, 1989). Introduction. You get out, what you put in. What the critics say.
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OSRHE: Enrollment Management Conference Insights to Service Excellence Presented by: Jerrett Phillips & Brian Searcy
Introduction Begin with the end in mind… The Seven Habits of Highly Effective People (Covey, 1989)
Introduction • You get out, what you put in. • What the critics say. • How do we shine? • Motivation & Inspiration… • Service Excellence.
What you put in… • Keep it simple… • Focus on the details. • Meet your expectations. • Deliver what you want.
What you put in… • Focus on the details.
What you put in… • Meet your expectations. • Prompt attention. • Provide what you say you will. • Timely response. • Be polite and courteous. • Follow up…
What you put in… • Deliver what you want. • Service with a smile! • Provide more than expected! • Follow up before you’re missed!
What you put in… • Who is your customer? • The customer is always right?
What you put in… The student-stakeholder • Monetary vs. Developmental Goal • Consumer/Market Oriented Outcomes • Expect Choices, Options • Expect Immediate Gratification • May Feel Entitled to Outcome ~(Manzer, 2009)
What the critics say… Customer service facts: Poor service is the number one reason American companies lose business. 68% of customers stop doing business with a company because of poor service. ~Tyler International Research Institute, Inc.
What the critics say… Customer service facts: 90% of customers that stopped doing business made no attempt to tell the company why. ~Tyler International Research Institute, Inc.
What the critics say… Customer service facts: 70 % of dissatisfied customers never complain because they believe: A. It’s not worth their time. B. The business won’t listen. C. The company won’t do anything about the complaint. ~Tyler International Research Institute, Inc.
What the critics say… Customer service facts: The average dissatisfied customer tells 9 to 10 others of their dissatisfaction. ~Tyler International Research Institute, Inc.
What the critics say… Customer service facts: It costs between 5 and 10 ties as much to attract a new customer as it does to keep an old one. ~Tyler International Research Institute, Inc.
What the critics say… Customer service facts: Customers will pay more for better service. ~Tyler International Research Institute, Inc.
What the critics say… Customer service facts: Customers will tell a business where it needs improvement, all you have to do is ask. ~Tyler International Research Institute, Inc.
How do we shine? • Work together… • Know your business… • Get great at the basics… • Evaluate your progress… • Celebrate your success… • Learn from your challenges…
How do we shine? Maslow’s Hierarchy … applied to customer service. Peak: How Great Companies Get Their Mojo from Maslow (Conley, 2008)
Motivation and Inspiration! “ Every morning in Africa a gazelle wakes up. It knows it must run faster than the fastest lion or it will be killed. Every morning a lion wakes up. It knows it must outrun the slowest gazelle or it will starve to death. It doesn't matter whether you are a lion or a gazelle - when the sun comes up,you'd better be running. ” ~Unknown
Service Excellence Purpose and Commitment Communication and Responsiveness Problem Solving and Empowerment Accountability Transformative Assessment (Northeastern State University, 2008)
Thank You Do you have any questions, comments or feedback?
