mccc | Customer Service Solutions, Inc.

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

How to Make the Situation Right - 12/28/21


The manager in the field office felt that - when problems arose with customers - the company didn’t do an especially good job of responding effectively.  He felt like this was hurting customer renewals of annual service agreements.  The company developed many customer service and retention initiatives with little Read more

2021 Holiday Poem - 12/21/21


Breathe and rest and relax and rejuvenate. Close the eyes, and fill the lungs. Take a break, and be with friends. This is a time to begin. Renaissance is called a rebirth. Birth can bring new life. Life gives opportunity for living. Living gives opportunity for joy. We have so many outside factors, So many things that tug Read more

“I’m Sorry” Doesn’t Mean “I’m Guilty” - 12/14/21


Individuals and organizations mess up; that’s part of life… They told me that they were going to be at my home at a certain time; they were REALLY late.  The customer service representative said they would get a message to a co-worker, and the co-worker would call me back; I Read more

Apply Selfless Service - 12/7/21


Andrea had worked in human resources for years, and the company decided that it wanted to hire employees who were more customer service-oriented, regardless of the position.  After making that decision, they added some creative questions to the interview process. One of the most interesting questions that Andrea had to Read more

Transferring to a Competitor Can Mean Success

Posted on in Business Advice, Education Please leave a comment

There are not many industries where transferring a customer to a competitor is considered the right thing to do. There are even fewer where encouraging a customer to go to a competitor is common. And even less frequent than both of those occurrences is where one organization plans for a customer to leave them after a couple years to go to a competitor.

Now we’re not talking about a typical competitive relationship in this case; here, we’re talking about community colleges and 4-year universities. Where community colleges and universities often do compete for students, more and more universities are suggesting to some students to consider the community college route and transfer to a university after two years.

But the situation we’re describing in this post is where the community college – from Day 1 – should begin helping students to think longer-term – Where are you going after the second year here? What can we do in 2-3 years at our community college to get you positioned for an effective transfer to a 4-year university?

In the article MCCC Boasts High Student Transfer Rate, Monroe County Community College was recognized by CNNMoney for its high student transfer rate. That’s right…community colleges are considered successful if they transfer a high rate of students to a four-year institution. This Student Success-related metric is becoming more discussed and more used in determining future funding of community colleges. It’s because the educational system as a whole is being encouraged to better utilize community colleges as a lower cost way of getting (or at least) beginning a process toward a degree.

Beginning with the end in mind is not just good Covey phrasing. If community colleges want to be successful, they have to proactively work with students to create a plan to achieve that higher ed vision. They have to help individual students to understand what needs to be done in year one at the community college to graduate from the University in year four or five.

It’s not simply about getting the student admitted, getting them registered, or getting them into a program (and those processes aren’t often “simple” anyway). It’s about viewing each student as an individual, understanding their vision (or helping them create one), and – even when that vision goes beyond the college to the university – getting them on track to succeed.

Know if the Vision is the Transfer.

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

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