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Customer Service in Student Financial Aid. Presenters. Sara Blackburn, Financial Aid Advisor Terri LeGrand, Associate Director. Customer Service. How do you feel about your school’s financial aid office customer service?.
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Customer Service in Student Financial Aid | November 8, 2011
Presenters • Sara Blackburn, Financial Aid Advisor • Terri LeGrand, Associate Director
How do you feel about your school’s financial aid office customer service?
The second strongest factor in an attendance decision is, “Can I afford it?” If customer-oriented service in financial aid does not help answer that question while making the potential student feel good about how he or she was treated, your school has lost a new student. Dr. Neal Raisman, The Power of Retention: More Customer Service in Higher Education
Definition • Customer Serviceis an organization’s ability to supply their customer’s wants and needs. • Excellent Customer Service is the ability of an organization to constantly and consistently exceed the customer’s expectations. • Sbinfocanada.about.com
Meeting Basic Needs • • Friendliness • • Understanding and empathy • • Fairness • • Control • • Options and alternatives • • Information • www.corporatetrainingmaterials.com
6 Keys of Customer Service • 1. Attitude 4. Information • 2. Listening 5. Follow Through • 3. Personalization 6. Extra Mile Efforts
Tools for Effective Listening • Concentrate on what they are saying. • Avoid multi-tasking while in conversation. • Take notes. • Listen without interrupting. • Restate the issues.
Test FAFSA • Fafsademo.test.ed.gov • User name: eddemo • Password: fafsatest
Going the Extra Mile • Offer additional help. • Check students’ records. • Learn other departments. • Be pro-active. • Provide community service.
Walk-ins • Assist walk-ins before phone callers. • Acknowledge people ASAP. • Consider privacy. • Arrange furniture. • Be prepared.
Preparation for Walk-ins • Appropriate forms (plenty of copies) • Pens, clipboards • Campus maps • Sign-in sheet for busy days • Business cards • Brochures and cards • Information slips
Email Etiquette: The Do’s and Don’ts of Email Do Don’t • DON’T include confidential information. • DON’T label a message urgent unless it really is. • DON’T use all capital letters. • DON’T send a message when you are angry. • DON’T forward a message unless necessary. • DON’T say anything negative about another person. • Use greetings and closings. • Check spelling and grammar. • Place yourself in the reader’s position. • Be patient for replies. • Make the subject line specific. • Use please and thank you. • www.corporatetrainingmaterials.com
CONCLUSION • Questions • Comments • Discussion and tips
Contact Information • Student Financial Aid Office • P.O. Box 7246 • Winston-Salem, NC 27109 • financial-aid@wfu.edu • p 336-758-5154 • f 336-758-4924 • Sara Blackburn Terri LeGrand • blackbsj@wfu.edulegrante@wfu.edu