Education | Customer Service Solutions, Inc.

Don’t Assume Their Motivation - 6/28/22


The company was instituting new human resources policies aimed at holding employees accountable for being late to work.  Employee lateness had been rising, and management wanted to make sure they reinforced the need for people to be on time. At a meeting to roll out the new policies, a leader Read more

It’s Not Always About the Outcome - 6/21/22


We want the satisfied customer.  We want the issue resolved.  We want to be able to fix the error or save the client.  We want to feel good coming out of a conversation, or feel like we have accomplished something special.  We want the “win win.” But all those great Read more

Ask: What is your goal? - 6/14/22


Through these Tips, we’ve shared our technique about how to meet the customer’s need right the first time.  It’s a conversation – a give and take with the customer where you hone in on what their true need or concern is, seeking more clarity to more quickly get to Read more

Make it Sincerely Yours - 6/7/22


I’d like to hear more.  I’m sorry about the situation.  Resolving your issue is important to me.  We appreciate your business.  Thank you for bringing this to my attention. These phrases are generally well-received depending on the situation.  But we want to make sure when we’re speaking to others that Read more

A Story of Willie and Aubrey - 2/8/22


The gift shop was a great experience!  Aubrey had bought items online from the shop for years, but she had never stepped foot in the store itself.  However, when travel plans took her on a trip to new surroundings, she took time out of her day to go to Read more

It Matters Who You Know - 2/1/22


The season ticket account holder has an issue, but he’s not too concerned about it:  I’m going to call my guy, and he’ll take care of it. The patient is confused about their bill.  The family member says: I know someone who can help. The husband discovers a problem in the Read more

Put an End to 1-Star Ratings - 1/25/22


If you ever had service performed on your car, I would not doubt it if you received the immediate e-mail asking for that 5-star rating. They want the big ratings because that makes them look good, and to get the big average rating you have to avoid the 1-Star Read more

Signs of Service Recovery Situations - 1/18/22


As we continue the slow trend of more and more customer interactions becoming in-person again, we need to remember those signs that we’re about to enter one of THOSE conversations.  It can typically take only 5-10 seconds to realize this is going to be a high-risk situation with the Read more

In Survey Development, Think in Reverse - 1/11/22


We often meet with clients interested in conducting a survey, and when we discuss the project, many clients come with questions in-hand.  They are interested, curious, even excited sometimes about the possibility of tapping into the voice of the customer! And when we review their questions and start to see Read more

Foster Positive Feelings - 1/4/22


I bet a lot of you all are like me - when you’re asked to share your feelings, it’s not always something that feels comfortable.  It obviously depends on the situation and who’s asking you to share your feelings.  So, many of us might hesitate in sharing our feelings. However, Read more

Higher Ed – All About Customer Service for Student Success?

Posted on in Business Advice, Education, World of Customer Service Please leave a comment

blog-10-5-16I was presenting results of mystery shopping research years ago to a Higher Ed client.  There were about 150 people in the room, and in the middle of the presentation, two professors stood up on opposite sides of the auditorium and starting yelling at each other.  They were arguing over whether students should be viewed as customers.

Without rehashing the details of that conversation 10+ years ago, let’s juxtapose that visual to the visual of Universities looking at customer service as a key to Student Success.

The transition is starting to happen – even in Higher Ed.

In the article Customer Service May Be A Key Ingredient To Increasing Successes And College Rankings Without Increasing Costs, the author highlights all the many initiatives that colleges and universities have underway to maximize student retention, graduation, and other measures of Student Success.

She states “Many schools are creating infrastructures that consider its students as customers; it wants its students to feel that the University is working for them rather than against them. This manifests itself in how students are treated in all aspects of their interactions with their university. It includes attention to course scheduling, ease of registering for courses, early provision of financial aid packages, etc. They want to make sure that students have a good experience.

She offers as an example “Too often, classes are scheduled for the convenience of the faculty rather than the student resulting in most courses being scheduled between 10 and 4 Monday through Thursday resulting in conflicts for students when many of their classes are scheduled at the same time.

The author highlights a University that has hired an executive to oversee the student experience strategy and to develop metrics to gauge performance.

Just as with any organization/business, it’s not all about the Education or the Price that keeps the student in school or facilitates their graduation.  Sometimes it’s conveying to the student that they’re valued, and customer service in the development of organizational strategies and the 1-on-1 Moments of Truth where those strategies are implemented can be the difference between a student feeling valued or looking elsewhere.

Use customer service strategies and techniques to show you value the student.

Would you like to learn about how CSS helps Education-industry organizations succeed?  Visit http://cssamerica.com/education-industry/


Superintendent Promotes Super Customer Service

Posted on in Education Please leave a comment

Blog 1-22-16Students are not customers.  Parents are not customers.  Vendors are not customers.  Co-workers are not customers.

I hear these statements all the time from people in Education who don’t like the concept of customer service – “we’re educators, not customer service reps!”

While it’s true that many in Education are educators, this lack of willingness to embrace the concept of customer service is like a roadblock to a healthy culture internally and respectful and responsive relationships with those not employed by the school system.

In the article Expert: Better customer service one answer to district’s out-enrollment, Newport Independent Schools Superintendent Kelly Middleton talks about the importance of customer service.  He’s in a district with another public school district and a private school nearby – he’s in competition.  In understanding that competitive concept, he looks for how his district can differentiate itself from others – and part of that difference-making equation comes down to customer service.

When Middleton offers examples of customer service, he uses examples of empathy (using the sporks to eat when he’s in the cafeteria with the children), having great communicators assigned with more customer-facing responsibilities (putting the right people in the right positions), and making home visits (going to the child’s home to learn more about them and develop relationships with their family).

Don’t let the term “customer service” keep your organization from serving others.

Interested in improving your customer experience?  Visit the Customer Service Solutions website.


For School Districts, the “Nebulous” is Important

Posted on in Business Advice, Education Please leave a comment

Blog 4-20-15Parent satisfaction and student satisfaction are easily measured. The employment rate of high school graduates and the percentage of graduates moving to college are also easily gauged. The attendance patterns of students and ACT scores are both measurable.

But in the survey results for Springfield Public Schools, there was something overall that was highly important…and highly nebulous.

In a survey of students, employees, parents, and community members, the third most important “measure” of school success was “Communication, collaboration and critical thinking.” This attribute was only less important to respondents than “Highly qualified teachers” and “Employment rate.”

This is important, because when we think of outcomes, we think of graduation, employment, and college entry. But to the stakeholders in this school system, the most important “causes” of these “outcomes” or “effects” were teachers, communication, collaboration, and critical thinking.

When many districts and other educational organizations work to improve student success, they work on the academic rigor, the testing, raising reading or math proficiency, and putting the right curriculums and programs in place.

But people make those approaches work, and what characteristics of the people and the organization make them work? Their communication, collaboration, and critical thinking make them work.

Whenever you launch an initiative to improve performance in your organization, don’t just create the perfect program. Ensure that the people are communicating, collaborating, and asking the right questions to make that initiative a success.

Did you like this post? Here are other Education-related posts:

Learn about our CSS Education services at: http://cssamerica.com/education-industry


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