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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, right? So you’re An educator, right?.

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Back to Basics: Creating Quality Customer Service in Higher Education

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  1. 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

  2. You work in education, right? So you’re An educator, right?

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

  4. So what does that mean to you?

  5. It’s not just “them” it’s also YOU

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

  7. Can I help you? B: Be one student’s hero

  8. C: Complete Each Transaction with a Personal Question or Statement

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

  10. 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.

  11. F: Faculty; Faculty; Faculty

  12. Questions/Comments/Concerns Please send any Questions/Comments/Concerns Now Via Chat

  13. G: Give…Not Always Big But With A Big Heart!

  14. H Hire The Smile Train The Skill

  15. I: Implement only necessary policies and rules

  16. J: Judging Students is a Mistake (they may be royalty!)

  17. K: Knowledge is Power…Keep Learning

  18. L: Laugh Often

  19. Questions/Comments/Concerns

  20. M Mentor New Students

  21. N: Nurture A Service Culture

  22. O: Open & Honest When Mistakes Are Made • Acknowledge • Apologize • Affirm • Answer • Ask • Act

  23. P-’nough said (think about it)

  24. Q: Questions Matter

  25. R: Regularly Improve Quality

  26. Service Is Not A Strategy: It Is A Way Of Life!

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

  28. U: Use Student Satisfaction Data

  29. V: Value Students

  30. W: Why Bother?

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

  32. Y: Yes! (Faster Than No)

  33. Z: Zip Through Transactions With State of the Art Technology

  34. Geri.anderson@cccs.edu Bitsy.cohn@frontrange.edu

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