Whether you work on the frontline serving students or serve primarily internal colleagues, it’s important to partner with your customers. Here are some tips on becoming a leader in providing service excellence everyday!
  1. Create a culture of service A culture of service excellence begins with you and your customer. It’s essential to create clear expectations and goals as you focus on service improvements.
  2. Communicate with all your customers Communication builds trust. Share information with both students and colleagues and let them know the ways you are available to help.
  3. Be transparent Honesty is the best policy. Explain what you can do and be transparent about policies and processes. Try to collaborate on solutions everyone can agree to.
  4. Set realistic expectations Give customers realistic expectations on the time frame and outcomes for the issues at hand. Providing great service means you’ll try to meet, even exceed their expectations.
  5. Add value Service excellence leaders add value by providing the most efficient, timely and cost-effective solutions. Make it your mission to go the extra mile and provide excellent service to each customer.
  6. Share updates If there’s a situation that can’t be resolved immediately, provide progress updates to keep customers in the loop and let them know they haven’t been forgotten.
  7. Measure customer satisfaction Use surveys for feedback and review the responses. Be proactive in really listening to your customer, making changes as necessary.
  8. Own up to mistakes Even the best people make mistakes, but it’s learning from them that makes the difference. Say you’re sorry, hold yourself accountable and then make things right.
  9. Show your appreciation Show gratitude toward your customers and continue to build your partnership with them even after their issue has been resolved. Send them an email to see if there is anything else you can help them with.
  10. Empower your customers Empower them to talk with friends and family about their experience. Think of them as your brand ambassadors.  Then make sure you provide them with only service excellence so they will have great things to say!