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Enhancing Student Retention Through Exceptional Customer Service Strategies

Discover valuable insights from Dave Warneking and Peggy Duncan’s session on student retention presented on February 15, 2011. This program emphasizes the importance of high-quality customer service in educational settings, featuring a mix of automation and personal engagement. Key topics include establishing a welcoming environment, effective listening techniques, and setting realistic expectations for service delivery. Engage in discussions about prioritizing service and learn how to address the core issues that affect student retention. Equip your organization with the tools to deliver outstanding experiences.

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Enhancing Student Retention Through Exceptional Customer Service Strategies

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Presentation Transcript

  1. Great Customer Service: The “Swiss-Army Knife” of Student Retention Presented by: Dave Warneking and Peggy Duncan February 15, 2011

  2. Session Agenda • Presentation ~15 minutes • Group Discussion – Automation • Group Discussion – Prioritizing Service

  3. Overview • The Welcome • Listening • Parsing the Message • Setting Expectations and Goals • What to Promise • Follow-up and Conclusion

  4. The Welcome • Environment • Perception • Personality • Respect

  5. Listening • Focus • Write it down

  6. Parsing the Message • Read Back / Repeat • Get Clarification • Look for cues • Core Issue

  7. Setting Expectations and Goals • Support your organization • Handoff • You have control • Give responsibility for following up to the customer

  8. What to Promise • Only promise that which you can deliver

  9. Follow-up and Conclusion • You’re already done! • Set calendar reminders • Refine procedures • Communicate internally • Swiss-Army Knife Analogy

  10. Sources • Presentation Design:https://it.usu.edu/fact/files/uploads/PP_BestPractices.pdf • Customer Service Fundamentals: School of hard words Too many mistakes so we quit counting “I told you so!” Late night thoughts “I should have …”

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  12. Automation • What works now? • What’s broken or weak? • Communication Quality

  13. Prioritizing Service • Identifying “JOB ONE” • Taking care of internal and external customers • The right people in the right place

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