Foundations of Customer Service

Last updated September 24, 2021

Course Length

50m

Last Updated

September 24, 2021

Foundations of Customer Service

Last updated September 24, 2021

Part 1: Defining Service

Instructor Introductions

2:22

Value of this Course

3:14

S is for Set the Stage for Service

2:35

E is for Explain for Understanding

1:20

R is for Respond Appropriately

2:46

V is for Value Each Opportunity

3:00

I is for Implementing Standards

2:56

C is for Communicate Often

1:06

E is for Expect Unhappy Customers

3:13

Part 2: The 5 Steps of Service

Value of Part 2 and Learning Objectives

1:49

Moments of Truth (Misery, Mediocre, Magic)

3:58

Step #1: Acknowledge the Customer

5:12

Step #2: Clarify the Situation

4:25

Step #3: Take the H.E.A.T.

6:28

Step #4: Meet and Exceed the Need

1:26

Step #5: Confirm Satisfaction

3:04

Closing

1:17

Gain the knowledge and skills you need to provide high quality customer service in the higher education environment.

Overview

As competition in higher education intensifies, so do prospective students’ appetites for institutions that provide the best education and experience for their tuition dollars. Instilling a culture of service excellence at all levels of an institution can directly enhance enrollment and improve student retention by providing consistency across branding and the student experience.

This video course will introduce you to the foundations of customer service in higher education. Our experts have taken best practices from service excellent experts and applied those strategies to the higher education environment.

Part 1 of this course focuses on what customer service looks like in the higher education environment and how service excellence connects to student belonging and retention.

Part 2 covers five steps of service that you can adopt into your operations and immediately implement at your institution.