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Back to Basics: Creating Quality Customer Service in Higher Education. A Webinar Designed for Innovative Educators Geri Anderson, Colorado Community College System Bitsy Cohn, Front Range Community College. You work in education, right? So you’re An educator, right?.

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Back to basics creating quality customer service in higher education

Back to Basics: Creating Quality Customer Service in Higher Education

A Webinar Designed for Innovative Educators

Geri Anderson, Colorado Community College System

Bitsy Cohn, Front Range Community College


You work in Education

education, right?

So you’re

An educator, right?


Nope! You are something even better! Education

YOU are a CUSTOMER SERVANT!




A: Education

Always Do The Right Thing Even If It’s Not The Easiest Thing


Can I help you? Education

B:

Be one student’s hero


C: Education

Complete Each Transaction with a Personal Question or Statement


D: Education

Developing an inviting place for students—in person, online and on the phone


E empower employees
E: EducationEmpower Employees

1. Ensure that employees can actively participate in team and institutional goals.

2. Ask employees to suggest better ways of getting their jobs done.

3. Give employees authority along with the responsibility.

4. Show you have trust in your employees.


F: Education

Faculty; Faculty; Faculty


Questions comments concerns
Questions/Comments/Concerns Education

Please send any Questions/Comments/Concerns Now Via Chat


G give not always big but with a big heart
G: EducationGive…Not Always Big But With A Big Heart!


H Education

Hire The Smile

Train The Skill


I implement only necessary policies and rules
I: EducationImplement only necessary policies and rules


J judging students is a mistake
J: EducationJudging Students is a Mistake

(they may be royalty!)


K: EducationKnowledge is Power…Keep Learning


L laugh often
L: EducationLaugh Often



M Education

Mentor New Students


N nurture a service culture
N: EducationNurture A Service Culture


O open honest when mistakes are made
O: EducationOpen & Honest When Mistakes Are Made

  • Acknowledge

  • Apologize

  • Affirm

  • Answer

  • Ask

  • Act


P nough said think about it
P Education-’nough said (think about it)


Q questions matter

Q: EducationQuestions Matter


R regularly improve quality
R: EducationRegularly Improve Quality


Service is not a strategy

Service Is Not A Strategy: Education

It Is A Way Of Life!


T tucker
T: TUCKER Education

  • T - Teaching

  • U - Understanding

  • C - Caring

  • K - Kindness

  • E - Empathy

  • R - Relationships


U use student satisfaction data
U: EducationUse Student Satisfaction Data


V value students
V: EducationValue Students


W why bother
W: EducationWhy Bother?


X xenial
X: EducationXenial

Xenial\ZEE-nee-uhl (adj). From Ancient Greek, “guest-friend”.

1. In layman’s terms-hospitality toward a stranger.

Nordstrom

FedEx

Starbucks


Y: EducationYes!

(Faster Than No)


Z zip through transactions with state of the art technology
Z: EducationZip Through Transactions With State of the Art Technology



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