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Quality Service in Higher Education

Customer Service in Higher Education
by

Erin Ruddick Creager

on 28 August 2015

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Transcript of Quality Service in Higher Education

Four Levels of Customer Satisfaction:
Accuracy
Availability
Partnership
Advice
Barriers to providing
good, effective service

Customer Service
in Higher Education

Types of customers
Internal
External
Intermediate
Quality service:
meeting
or exceeding expectations.
It's about producing a
satisfactory experience
from the perspective of the
customer
.
What is important to
your "customers"?
respect
appreciation
smiles
accessibility
prompt service
responses
accuracy
answers
recognition
trust
reliability
solutions
What experience are people left with after interacting
with your office/department/center/YOU?
Responsiveness, Efficiency,
Clarity, Conflict Management
Customer Service vs.
Hospitality
"Hospitality exists when you believe
the other person is on your side...
Hospitality is present when something
happens
for
you. It is absent when
something happens
to
you."
"
Service
is the technical delivery of a product.
Hospitality
is how the delivery of that product makes its recipient feel...
To be on a guest's side requires listening to that person with every sense, and following up with a thoughtful, gracious, appropriate
response. It takes both great service and great hospitality to rise to the top."
Source: Danny Meyer
Setting the Table: The Transforming
Power of Hospitality in Business
Multitasking
Cultural shift
Lack of training
Evaluation of current service

"We need to stop thinking about service
to the student as an interruption to our work.
Service to the student is why we're there.
Your #1 priority is taking care of the student."
first impressions
listen
how may I help you?
go the extra mile
verify before transferring
listen for more questions
know your resources
use soft phone transfers
patience
SMILE!
SMILE!
Quality service requires
FOCUS
&
INTENTION
Hire good talent (you can train skills, but not attributes)
Train & cross-train continually
Consistent meetings
Check-ins
Handbook
Agreements & expectations
Evaluate current service
First-time resolution
Wait-times in lines
Accuracy of answers
Forms
What is preventing the student from pursuing his/her academic goals?
Problem solve & learn
Use the LEAPS model
Source:Buckingham & Coffman -- Gallup Organization
Core Standards of Effective Service
Source: Improving Customer Service in Higher Ed,academicimpressions.com
Rick Weems, Assistant Vice President for Enrollment Southern Oregon University
Listen, Empathize, Apologize, Problem Solve
Erin Creager
erin.creager@oregonstate.edu
Questions, Suggestions, Feedback?
resolve first, then educate
Full transcript