Tuesday, January 19, 2010

Under Promise-Over Deliver Academic Customer Service

There is actually something worse than delivering poor or weak service. And that is promising great service and then not delivering. Or mollifying the customer by telling him or her you’ll look into the situation, will get it resolved and either do not get it resolved or not get back to the customer.

Say a student or customer comes to you and asks for help. Perhaps a student leaves a phone message or an email account of the problem asking for you to assist in a problem he or she has. You get back to him or her by telephone but miss the person. So you leave a message.

I am sorry to hear that you feel you may have a problem……..

(Yes we do use the conditional all the way through to protect ourselves as the HR and lawyers taught us to do. May, perhaps, could, maybe, might, possibly, or combinations might possibly may perhaps have an issue…..But never simply say, holy sh%t, he did that? Never commit or accede. That’s the way to please the lawyers but perhaps, maybe, possibly upset the customer more.) But then we go and commit to look into it and make what the student takes as a promise.

…I will look into the issue, see if anything can be done and get back to you as soon as I can.

Granted soon is… well to us it is a sensible period of time as we see it. Soon as I can get the information, or contact the person, or find if there is a problem or even if there is a solution. To a customer or student with a problem, soon is now or by the end of the day, if not …well if not sooner.

Or the person tells the student, I’ll look into it and get back to you by Friday. If you make that commitment you’d better get back by Friday. That is a promise of delivery of service that the student customer will expect to be fulfilled. And rightly so.

Or the person has been to the legal seminar on commitment so he says I’ll get back to you by Friday if I have anything to tell you. There’s the conditional again. If I have anything to tell you. Covers you. Right? Nah it doesn’t because what the student hears is I’ll get back to you by Friday period. The expectation is that you will have something to tell him or her even if it is I have nothing to tell you yet.

This is the psychological background the student brings to any conversation in which service is offered/promised. Offered by you. Promised in the mind of the student. And soon is now. Oh yes, let’s not forget, the student expects a solution especially if you or your school tries to claim it cares about it students. And well you should because we are there for student success which is our success.

What is above is essentially the same we expect from service providers we pay. For instance right now I am getting quite frustrated by a guy who put in some tiling in a bathroom so I could work on my new book. There were a couple tiles that were not quite right. They need to be taken out and replaced. He said he’d be here at 9 a.m. It is now 11:25. He has failed. I will let him know so by the rating I will give him on Angies’s List. I will also tell anyone needing a tile person not to hire him. For him and a college that disappoints on promised service the Malthusian Custopmer Service Progression definitely comes into play here. Students may not go to Angie’s List to comp-lain. They will show their dissatisfaction by ending up on the drop list. Then they will tell everyone who even hints at asking about college or why he dropped out.

So here it is.

The Six Point Solution to Proper Call Backs

When you tell a student you will look into IT:

  1. If you are not sure when you will have an answer - say you are not sure when you will be able to get back but I will get back to you.

  1. If you know you can get back on a certain date – say you will get back by XXXXday but I cannot promise I will have an answer/solution. Then, MAKE DAMN SURE YOU CALL ON THAT DAY even if all you have to say is I don’t have answer but I am working on it. Then provide an update on what you and/or others have been doing.

  1. If you get a resolution or answerer sooner than when you told him or her to expect an answer it is okay to give good news early.

  1. If you are not able to call back on time, it is imperative that someone calls for you and givers an apology and an update for you. Though do realize the customer will surely believe you just don’t want to talk with him. Not a god thing but better than no call at all on the anointed date.

  1. You can let someone else call back with good news. No one complains if you let someone else tell them good news.

  1. You cannot let someone else call with bad news. If you do, you will create a doubly angry person who will eventually come to see you anyhow as if to check if what he heard was really true.

Finally, DO NOT SAY YOUI’LL CALL AND DON’T DO IT AT ALL. That will make the student feel like a jilted lover. And you’ve seen the movies about the rejected lover and the rabbit or the guy in the hockey mask.

That’s right. Michael Myers was expecting that call from the Dean that never came. Look what happened!!!

BTW, I am waiting to hear from a major communication (internet, cable, telephone) company that has promised to call back and said it will try to help on two issues. If the company which I won’t name just yet but WOW, they were named as the best by Consumer Reports for service. But at this time, it seems local service is good but WOW, some of the corporate…. They may be trying but need to read this piece and not let passive aggressive types work with customers. Nor should you for that matter. I mean WOW, use the right WAY to do things.

IF THIS ARTICLE MAKES SENSE TO YOU, YOU WILL WANT TO OBTAIN A COPY OF THE BEST-SELLING NEW BOOK ON RETENTION AND ACADEMIC CUSTOMER SERVICE THE POWER OF RETENTION: MORE CUSTOMER SERVICE IN HIGHER EDUCATION by clicking here

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Neal is a pleasure to work with – his depth of knowledge and engaging, approachable style creates a strong connection with attendees. He goes beyond the typical, “show up, talk, and leave” experience that some professional speakers use. He “walks the talk” with his passion for customer service. We exchanged multiple emails prior to the event, with his focus being on meeting our needs, understanding our organization and creating a customized presentation. Neal also attended and actively participated in our evening-before team-building event, forging positive relationships with attendees – truly getting to know them. Personable, knowledgeable, down-to-earth and inspiring…. " Jean Wolfe, Training Manager, Davenport University


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1 comment:

robkaier said...

Your Six Point Solution, very claver. I link it. Thanks for the great content. But what's your solution about call center. they are annoying some time. Not all of them are the same. Do you have any solution about that?

Robert Kaiser