CSS Education Industry Services
From K-12 to Community Colleges and 4-Year Universities – Improving service, culture, and retention
![Service Excellence Training](http://cssamerica.com/rrr/wp-content/uploads/2014/03/small-mortar_education-bw.png)
CSS Service Excellence training helps staff be more comfortable and confident in interacting with customers and better positioned to improve rapport and relationships.
![At-Risk Profiling](http://cssamerica.com/rrr/wp-content/uploads/2014/03/small-mortar_education-bw.png)
We then devise a Targeted Retention Plan for just those students. The Plan is a combination of personalized messaging and personal contacts with the at-risk students.
This is one of the most efficient ways to identify students at-risk of not returning for the next semester and enabling your proactive retention efforts.
![Student Retention Strategy](http://cssamerica.com/rrr/wp-content/uploads/2014/03/small-mortar_education-bw.png)
Our combination of management and staff interviews, analysis of databases/systems, and evaluation of retention performance over time enables us to quickly evaluate current performance and map out a detailed plan for improving student retention and success.
Creating a culture of customer service, student success, and retention. Contact Us
![Mystery Shopping](http://cssamerica.com/rrr/wp-content/uploads/2014/03/small-mortar_education-bw.png)
The CSS Consultative Mystery Shopping Program uses a combination of subjective tools and objective evaluation forms to assess the customer experience relating to staff attitudes, service delivery processes, and the facility layout and signage.
![Training Reinforcement](http://cssamerica.com/rrr/wp-content/uploads/2014/03/small-mortar_education-bw.png)
- Expansions of key points in training (e.g., how to take control of an irate customer situation)
- Stories/illustrations of service situations for staff to evaluate
- Skills tests for supervisors to apply to staff to ensure their knowledge
- Role-playing to reinforce techniques
- Facilitation guidelines for supervisors to use in getting staff to share issues and success stories.
![Survey Design/Mgmt.](http://cssamerica.com/rrr/wp-content/uploads/2014/03/small-mortar_education-bw.png)
We link specific responses to individual students in our surveys, thereby allowing you to customize relationship development efforts and retention-driving actions to the individual student.
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