Advanced Connections*

Institutions that provide consistently exceptional service are able to do so because they have a plan. They know exactly what they are trying to achieve and what steps to take to reach their goals.

So how do they do it? Here are five practical approaches to building a service culture:

Five Practical Approaches for Building a Service Culture

• Discover customer requirements. Survey customers to find out what’s really important to them.

• Develop service standards that promote excellence. Expect the best! Treat customers as you’d like to be treated.

• Design service strategies that work. Hire more people, reconfigure offices, change hours –– whatever it might take to serve customers’ needs.

• Deliver quality service through every contact. Prospective students may be our primary customer, but every contact we make from vendors to business colleagues can be a potential source of positive –– or negative –– publicity.

• Check for satisfaction. Ask customers about their experiences.

By following a plan that requires us to be highly attuned to customers’ needs, wants and feelings, we’ll be able to develop a truly effective service culture.s.

Better yet, get the group involved in a discussion about these tips. How does everyone feel about the effectiveness of the team? What improvements could be made? Make a pledge to institute positive changes and get together again later to evaluate your efforts.

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*Copyrighted material used by permission from USA Group Noel-Levitz.