Benedictine | Customer Service Solutions, Inc.

The Proven Value in What You Do - 4/9/24


Forbes wrote an article last year based on a compilation of the results of research on customer service and the customer experience; it was titled:  100 Customer Experience Stats For 2023. In reading the article, you’ll note that many of these key research findings are about you – the value Read more

A Tale of Two Texts - 4/2/24


Having to get allergy shots once a week is never fun, and for Janet, it became an even bigger frustration. She had the shots typically scheduled on Tuesday around 10:30 in the morning, figuring she would avoid the morning rush as well as the lunch rush by going mid-morning.  However, Read more

The Secret Sauce for Great Customer Service - 3/26/24


I was working with the League Office for a major American sport several years back, and one of the executives asked me to describe our Secret Sauce that helped our clients improve the fan experience and customer retention.  I gave him a sense of what makes us unique and Read more

The Miracle of an Apology - 3/19/24


Unfortunate but true story… The manager basically lost his mind.  He terminated his employee on the spot.  She had told the customer that there was going to be a delay in the shipment.  The employee called up the customer ahead of time to let the customer know what was about Read more

It’s Not About the 5-Minute Wait - 3/12/24


Robert went into his supervisor’s office to update her on a situation at the payment desk.  Robert said that a customer was about fourth or fifth in line, waiting to be served, and the customer was complaining loudly about the wait.  He was there to make a property tax Read more

Lessons from the Greats - 3/5/24


I was recently facilitating a workshop on the customer experience, and I made the point that it’s usually beneficial to look at your personal life for great experiences; identify what really resonates with you in a positive way in order to uncover ideas to improve your own customer service. So, Read more

The Empathy Roadmap - 2/27/24


For some people, empathy comes naturally.  There’s an innate desire to learn about the other person and to sincerely convey that sense of interest and caring.  But for many of us, sometimes it helps to have a communication plan.  It helps to know what to do in order to Read more

“You’re the Boss” - 2/20/24


Terrence is excellent at what he does.  From a technical standpoint, he knows how to keep the facility clean.  He’s the lead custodian, and he knows that keeping things straight does not necessarily mean keeping things sanitary.  He knows what chemicals to use and not to use, how to Read more

Customer Understanding Leads to Relationship Growth - 2/13/24


We’ve worked with educational organizations at all grade levels over the years.  One special and unique characteristic about the staff who work in these organizations is that there’s a clear intent to know about the students as individuals, to focus on them rather than purely focusing on what’s delivered Read more

Define Customer Service Success Differently - 2/6/24


When I’m watching television, listening to the radio, or listening to a podcast, it’s always interesting when the topic moves to the question:  How can you be a success?  The speakers often discuss the process of becoming a success with the assumption that people believe success is defined by Read more

Student Success – Align to Achieve

Posted on in Business Advice, Education Please leave a comment

It’s a core management belief – if you want to change the behaviors of employees, you need to reward and recognize those desired behaviors, because some people are motivated by the carrot, by the incentive.

Benedictine University is applying that philosophy to its customers – namely, its students. In the article Benedictine University Announces Student Success Award, one the approaches that Benedictine is taking to improve Student Success is highlighted. The University has enacted a program for “students in good standing (a GPA of 3.0 or higher) who are on track to complete their online degree within a designated period of time.” Essentially, if they meet the criteria, the University may offer awards that defray from $1,000-$10,000 of their remaining tuition.

If you read many of the studies and best practices about Student Success, particularly in community colleges, the vast majority are internally focused on programmatic, orientation-based, or advising-related initiatives. But if we view Student Success as a partnership between the college and the student, community colleges also need to look about how they can affect student behaviors, how they can motivate the students to Succeed, how they can align student “incentives” with organizational goals.

When you’re planning your Student Success strategy, ask yourself “How can I motivate the students to succeed?”

Learn about our CSS Education services at: http://cssamerica.com/cssed.htm

Interested in improving your educational organization’s customer/student satisfaction? See our other blog posts at: http://serviceadvice.cssamerica.com/category/education/