We Built It…They Came… But Will They Stay?

WE BUILT IT…THEY CAME…BUT WILL THEY STAY?

C U S T O M E R S E RV I C E F O R AW E P R O G RA M S

Written by: Kit Tyler, Lorain County Career CenterPresented and Revised by: Dan Frederick and Terri Lavin, Four County Career Center

GOT SERVICE?

WHY

DO OUR S

TUDENTS

COME T

O

US?

REASONS

• Location

• Not as daunting as a college

• Specific Program Training

• Cost

• Credentials

• Word of Mouth

• Comfort Level

• Don’t want academics

• Referrals

WHAT

DO T

HEY W

ANT FR

OM

US?

EXPECTATIONS

• Support• Empathy • Caring• Knowledge• Encouragemen

t• Connection

THE D

ECISIO

N TO C

ONTINUE IN

CLA

SS

IS E

MOTIONAL R

ATHER T

HAN LOGIC

AL

THINK OF STUDENTS AS PATIENTS

• They come to us to “get better”

• They expect us to provide the knowledge and skill they need to improve.

• They are not buying a “product” from us

• So to determine what is the essential customer service for AWE, what do we expect from our doctors?

VOLUNTEERS?

SO W

HAT D

OES T

HIS M

EAN F

OR

OFFIC

E AND S

TUDEN

T

SERVIC

ES S

TAFF

?

OFFICE STAFF

Many times we tell staff, “Have a positive attitude.”

“Be helpful to students.” More positive outcomes

result when instructions are worded behaviorally.

No work is more important than the person who is standing in front of the desk.

If on the phone, acknowledge the student with a smile. Continue the phone call for no more than one minute.

OFFICE STAFF If phone call cannot be closed that quickly,

summon another staff member to assist the student.

If the student needs to see a student services staff person, let the student know how long the wait might be so the student can decide whether or not to wait. Give alternatives

Word responses positively, “Let me find the person who can help you.” Not, “I don’t know anything about financial aid.”

Don’t give students the “runaround.”

STUDENT SERVICES STAFF

Work to know students’ names.

Use active listening to make certain you know the student’s real problem.

Post hours you are available for student questions.

Develop FAQ’s and provide them to all AWE staff members

Communicate with students frequently (List serves, email, in person)

STUDENT SERVICES STAFF

Let office staff know where you are and when you will be back.

Communicate issues with other staff so they are aware when students may have concerns.

Solve student problems.

Use orientations and other events to make students comfortable.

Live your title.

“Sorry”I’m so sorry you are having a problem with your financial aid.

“Help”Let me find someone who can help you with that.

TWO MOST IMPORTANT WORDS

SO WHAT

DOES T

HIS M

EAN FOR FA

CULTY

FACULTY

Faculty should get to know students through a variety of means.

Pre-Assessment at beginning of class to learn barriers.

Individual conversations with students to discuss affective area of learning.

Learning modality assessments. (Then adapting methods to reach students.)

Pay attention to attendance

FACULTY

Lack of attendance is first warning sign of disengagement.

Contact students after first absence.

Let Student Services know after second absence.

Provide multiple methods for students to contact you.

Welcome students into classroom.

Use a variety of teaching methods to engage.

Make sure you let students know how much you care about their success.

FACULTY

•Hire people who have commitment and passion.• Provide specific behavioral expectations to all staff.• Engage students in conversation.• Conduct surveys and pay attention to the results.•Make it easy for students to complain and pay attention to themes.•Make certain students get a reply to their complaints.• Review Data frequently.• Provide Resources for staff, teachers and students.

SO WHAT

DOES T

HIS M

EAN FOR

ADMINIS

TRAT

ORS?

BUILD YOUR FOUNDATION ON STUDENT SUCCESS

Pay attention to what goes on in the office. Engage students whenever possible. Visit classrooms. Attend orientations and other student events. Learn student names. Communicate frequently with student services

staff and faculty.

VOLUNTEERS?

SO TRUE

. . . A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so.

Mahatma Gandhi

FINALL

Y….

WHAT A

RE YOUR B

EST

PRACTICES IN

CUSTOM

ER

SERVICE?

QUESTIONS ?

? ?

?

Dan FrederickPublic Safety Coordinatordfrederick@fourcounty.net419-267-2227

Terri LavinTransitions/Financial Aid Coordinatortlavin@fourcounty.net419-267-2242

Four County Career Center22-900 St. Rt. 34Archbold, OH 43502