What We Do to Increase Customer Service Excellence at Colleges

Each week we receive many inquiries on what we can do for schools to improve their customer service excellence and thus retention. So we decided to respond and let people know what it is we do among other things such as research so schools might be able to prevail themselves of our services. Here is a little bit on what we do.

You can do some of this yourself as discussed in an earlier article on DIY Yourself audits which can be found at http://academicmaps.blogspot.com/2008/01/diy-movement-in-customer-service.html

Here is some of what we do that can help you improve customer service excellence and retention (not to mention revenue).

Every college is somehow unique. N.Raisman & Associates respects the differences and individuality of each campus and institution. We do not present boilerplate. Prior to any workshop or training program, an N.Raisman & Associates professional research your school and if possible, comes on campus to meet with students and other members of the college community. Only then will the presentations be planned and created so they meet your needs.

We also take into account the reality that there are times when not everyone can attend a workshop, training session or presentation at a given time. Students must be served so when this occurs, N.Raisman & Associates works with the school to schedule another session the same day at no added cost to the institution.                                   

WE GUARANTEE RESULTS!

Customer Service Retention Studies

Reception Areas Admissions Counseling

Financial Aid Registration Registrar's

Cafeteria Bookstore Website

We review these areas as well as every level of customer service such as:

We will also test Points of Contact such as

• the University website;
• collateral materials
• telephone system and protocols, 
• catalog,
• signage provided to orient and direct on the campus;
• entrance signage;
• entrances and entrance areas;
• interior directional signs;
• entrances,
• decompression zones,
• lobbies,
• campus flow;
• parking lots,
• walkways,
• halls,
• colors,
• open spaces,
• lighting,
• landscape,
• paths,
• appearance of building exteriors,

• appearance of building interiors, handicap compliance,
• lobbies,
• bathrooms,
• common areas,
• bookstore,
• functional flow,
• student space and its utilization,

• observable safety concerns,
• cleanliness and general appearance including paint.

As well as testing every level of student service including:

• catalog information, ease of use and information retrieval,
• website’s ease of use and navigation
• email use and responses to,
• wait time - how promptly people are recognized and served,
• acknowledgment of student presence and manner of the recognition given,
• welcoming and comfort level generated,
• how courteous your people are,
• how questions are responded to,
• requested information provided promptly and graciously,
• accurate directions given,
• general demeanor, and attitude toward customers,
• availability of information at point of contact,
• point of contact knowledge of  University and/or where to get it if not available,
• accuracy of information,
• use of campus jargon or argot versus standard language,
• language use, attitude, syntax, grammar, tone,
• customer-first attitude,
• time to completion required for successful interaction,
• helpfulness and accuracy of written materials at points of contact,
• location and availability of information and media,
• people processes used with students,
• administrative processes affecting students,
• orderliness of the interaction and area of interaction,
• telephone protocols used by students contacts to aid or detract from service to campus callers,
• general telephone skills and return call response,
• the environment provided for students in these areas and offices from layout and space through lighting and clutter as they affect the customer's sense of reflected value and service from entry to the campus through moving through it and finally the exiting experience.

The student services and customer service audit includes parts of the above with specific focus on primary active service providers and functions such as

• Receptionists
• Admissions
• Advising/Counseling
• Financial Aid
• Registrar's
• Cafeteria 
• Housing
• Administrative
• Office appearance and physical services.

We will also test Points of Contact such as

• the University website;
• collateral materials
• telephone system and protocols, 
• catalog,
• signage provided to orient and direct on the campus;
• entrance signage;
• entrances and entrance areas;
• interior directional signs;
• entrances,
• decompression zones,
• lobbies,
• campus flow;
• parking lots,
• walkways,
• halls,
• colors,
• open spaces,
• lighting,
• landscape,
• paths,
• appearance of building exteriors,

• appearance of building interiors, handicap compliance,
• lobbies,
• bathrooms,
• common areas,
• bookstore,
• functional flow,
• student space and its utilization,

• observable safety concerns,
• cleanliness and general appearance including paint.

As well as testing every level of student as students service such as:

• catalog information, ease of use and information retrieval,
• website’s ease of use and navigation
• email use and responses to,
• wait time - how promptly people are recognized and served,
• acknowledgment of student presence and manner of the recognition given,
• welcoming and comfort level generated,
• how courteous your people are,
• how questions are responded to,
• requested information provided promptly and graciously,
• accurate directions given,
• general demeanor, and attitude toward customers,
• availability of information at point of contact,
• point of contact knowledge of  University and/or where to get it if not available,
• accuracy of information,
• use of campus jargon or argot versus standard language,
• language use, attitude, syntax, grammar, tone,
• customer-first attitude,
• time to completion required for successful interaction,
• helpfulness and accuracy of written materials at points of contact,
• location and availability of information and media,
• people processes used with students,
• administrative processes affecting students,
• orderliness of the interaction and area of interaction,
• telephone protocols used by students contacts to aid or detract from service to campus callers,
• general telephone skills and return call response,
• the environment provided for students in these areas and offices from layout and space through lighting and clutter as they affect the customer's sense of reflected value and service from entry to the campus through moving through it and finally the exiting experience.

We also look at the objective correlatives of customer service and retention, facilities and the environment provided for students to make certain that nothing is overlooked. We use our trained academic shopping to bring a new set of eyes to your school and make sure we experience the total campus as a potential student would. From signage to flow, we cover it all. Then we provide intelligent, appropriate and affordable solutions to help you increase enrollment and retention.

NRaisman & Associates is the leader in helping you understand your customer service status and needs. Using various research models and surveys we help you really understand what students actually want. Our deliverables are not just numbers but practical and affordable solutions and remedies.

Need to focus a part or the entire institution around customer service or retention issues, NRaisman & Associates has the proven experience to help you accomplish your goals. We have done it for others and will do it for you using tested and proven, methods as well as some humor to keep everyone on task and happy.

Proven Success Catalysts

We know your college, its community and the students it serves are unique. So we honor that distinctive­ness in all the assistance we provide to be certain you will be successful.

 

We learn who you are, your objectives, goals, and anything that may be hindering your mission and full achievements. No boilerplate! All is custom designed to your college, its people and students. Our methods, techniques and approaches have all been proven to be catalysts to your greater success.