Back to Basics: Creating Quality Customer Service in Higher Education

A Webinar Designed for Innovative Educators

Geri Anderson, Colorado Community College SystemBitsy Cohn, Front Range Community College

You work in education,

right?

So you’re An educator,

right?

Nope! You are something even better!YOU are a CUSTOMER SERVANT!

So what does that mean to you?

It’s not just “them” it’s also YOU

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

B:Be one student’s hero

Can I help you?

C:Complete Each Transaction with a Personal Question or Statement

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

E: Empower 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:Faculty; Faculty; Faculty

Questions/Comments/ConcernsPlease send any Questions/Comments/Concerns

Now Via Chat

G: Give…Not

Always Big But With A Big

Heart!

HHire The Smile Train The Skill

I: IMPLEMENT ONLY NECESSARY POLICIES

AND RULES

J: Judging Students is a Mistake

(they may be royalty!)

K: Knowledge is Power…Keep Learning

L: Laugh Often

Questions/Comments/Concerns

MMentor New Students

N: Nurture A Service Culture

O: Open & Honest When Mistakes Are Made

• Acknowledge• Apologize• Affirm• Answer• Ask• Act

P-’nough said (think about it)

Q: Questions Matter

R: Regularly Improve Quality

Service Is Not A Strategy:

It Is A Way Of Life!

T: TUCKER• T - Teaching• U - Understanding• C - Caring• K - Kindness• E - Empathy• R - Relationships

U: Use Student Satisfaction Data

V: Value Students

W: Why Bother?

X: XenialXenial\ZEE-nee-uhl (adj). From Ancient Greek, “guest-friend”.1. In layman’s terms-hospitality toward a stranger.

Starbucks NordstromFedEx

Y: Yes!

(Faster T

han No)

Z: Zip Through Transactions With State of the Art Technology

Geri.anderson@cccs.eduBitsy.cohn@frontrange.edu