Communication Strategies and Customer Service in the Financial Aid Office - PowerPoint PPT Presentation

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Communication Strategies and Customer Service in the Financial Aid Office

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  1. Communication Strategies and Customer Service in the Financial Aid Office NHASFAA Conference- October 28, 2011 Norm Craige Associate Director Student Financial Services University of Vermont

  2. Customer Service and Financial Aid Oxymoron? Does it Matter? Why?

  3. Is customer service in a financial aid office different than customer service at the grocery store?

  4. Is customer service in a financial aid office different than customer service at the grocery store? Can items be mislabeled?

  5. Is customer service in a financial aid office different than customer service at the grocery store? Can items be mislabeled? What if the bill comes out wrong when we go to check out?

  6. Is customer service in a financial aid office different than customer service at the grocery store? Can items be mislabeled? What if the bill comes out wrong when we go to check out? Do we expect the clerk will know which aisle the canned peaches are in?

  7. Is customer service in a financial aid office different than customer service at the grocery store? Can items be mislabeled? What if the bill comes out wrong when we go to check out? Do we expect the clerk will know which aisle the canned peaches are in? BUT IS THE LEVEL OF COMPLEXITY THE SAME?

  8. What do our Customers Expect from Us…

  9. What do our Customers Expect from Us… …And how do We Exceed Their Expectations?

  10. How do Customer Service and Communication Strategies Intersect?

  11. How do Customer Service and Communication Strategies Intersect? • Any Information Communicated Must be Complete and Accurate. • Instructions Must Be Clear. • Be Prepared for the Response. • Population Selection is Critical. • Deadlines Must be Reasonable.

  12. How do Customer Service and Communication Strategies Intersect? • Thoughtful, Proactive Communication Frees up our Time to Serve Customers. • Students and Parents who Call Will Tend to Have Real Questions and Concerns, and we Will Have More Time to Serve Them.

  13. How do Customer Service and Communication Strategies Intersect? • Avoid Frustration Through Access to Information: • Website • Informational and Instructional E-Mails • Office Signs and Posters • Recorded Phone Message • Include Parents When FERPA Allows • Social Media

  14. Great Customer Service Requires a Great Attitude

  15. Great Customer Service Requires a Great Attitude "The longer I live, the more I realize the impact of attitude on life. Attitude, to me, is more important than facts. It is more important than the past, than education, than money, than circumstances, than failures, than successes, than what other people think, say or do. It is more important than appearance, giftedness or skill. It will make or break a company... a church... a home. The remarkable thing is we have a choice every day regarding the attitude we embrace for that day. We cannot change our past... we cannot change the fact that people will act in a certain way. We cannot change the inevitable. The only thing we can do is play the one string we have, and that is our attitude... I am convinced that life is 10% what happens to me and 90% how I react to it. And so it is with you... we are in charge of our Attitudes” By Charles Swindoll

  16. THANK YOU FOR COMING • QUESTIONS?? • HAVE A GREAT CONFERENCE • CONTACT INFORMATION: Norman Craige Associate Director, Student Financial Services University of Vermont Norman.craige@uvm.edu (802)-656-5700