Customer ServiceCheckers or Chess?

What is Customer Service?

• "Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation."

Customer Satisfaction Experience

• Over 60% of customer service managers select customer satisfaction as the key metric for determining success of their organization.

• Secondary priorities include first call resolution.

• Average handle time.• Average wait time

Customer Experience Statistics

• U.S. Consumers prefer to resolve their issues – Telephone (90%)– Face to Face (75%)– Website or E-mail (67%)– Online Chat (47%)– Text Message (22%)– Social Networking (22%)

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Arkansas State University - Financial Aid & Scholarships Customer Service Survey

• Tuesday, September 16, 2014

Card Swipe System

Why They Come!

Q1: What was the purpose of your contact? (Check all that apply)

Q2: Who did you speak with in our office?

Q3: Please rate your experience.

Please Rate Your Experience

# Responses Date1 They provided me with exactly the info I needed. Also guided me through the website, I know they are familiarand knowledge with what to do. 9/12/2014 12:17 PM

2 Na 9/11/2014 8:48 PM

3 Want to personally thank all the staff in financial aid for their help getting me back on track 9/11/2014 9:12 AM

4 GREAT STAFF AND VERY ATTENTIVE TO NEEDS. 9/10/2014 9:31 AM

5 I was already having a bad day and she made it worse. 9/9/2014 10:49 PM

6 Ms. Weems went above and beyond to help resolve the problem. I hope she will be recognized as being an assetto ASU and that this was a wonderful reflection for the entity. 9/9/2014 10:14 AM

7 Tawnya is always so willing to help. She is always nice and makes your questions feel welcome. 9/9/2014 7:16 AM

8 I called and left a message. Tiffany called me back and was extremely courteous and helpful. I was actuallydreading the conversation, but she was so helpful and nice that it was a pleasant experience. Great job!9/7/2014 9:10 AM

9 I appreciate the caring attitude and quick reliable responses from Jon, he is a true professional. 9/5/2014 11:25 PM

10 Very kind and helpful! 9/5/2014 10:37 AM

11 I was and am very thankful for both the attention that was given to my situation and the help that I recieved. 9/4/2014 11:23 PM

12 The lady was very nice and answered my question fully. 9/4/2014 10:51 PM

13 SO helpful!!!! 9/4/2014 10:33 PM

14 I called and left two messages three weeks ago and have yet to get a reply. My email that was sent on August15th was responded to on September 4th. Absolutely ridiculous for a school I have spent $20,000 with and obtained two degrees from to take three weeks to reply to an email and to never return my messages regarding payment. 9/4/2014 8:37 PM

15 Me. Cora is so helpful. Getting things done for loans and trying to decide what you need can be stressful, but shemakes it easy. She is always sweet and has a smile on her face! Plus she always looks fabulous. 9/4/2014

Comments

Q5: Would you like for us to contact you regarding your

visit?

Survey StatisticsJuly Card Swipe Stats 2014

Name 1-Jul 2-Jul 3-Jul 4-Jul Total

Bdavidson 1 9 2 12

Ckostick 11 8 18 37

Cmartin 16 27 35 78

Enelson 6 3 9

Leeann 3 7 6 16

pmetz 11 1 6 18

Shelby 7 10 2 19

Jenna 21 9 30

Kathy

Victor 3 6 9

Wilma

Dabney 12 3 6 21

Robin K

Robin T 6 2 8

Tawyna 2 1 3

Terry

Vicki

Dena 1 1 2

Andrea 10 4 8 22

Kiffany 35 60 12 107

Gina 5 4 9

Paulette

Jon 20 12 8 40

Student W

Total 165 165 110 440

In Person 35 31 41 107

Phone 97 84 58 239

E-mail 33 50 11 94

Total 165 165 110 440

July 2014 total 3,639 In Person 1,023

Phone 1,977

E-mail 639

Financial Aid Checklist

Telephone System

• Allows office to monitor phone calls• Barge Calls (listen in)• Que (up to 20 at a time-largest number in que 4)• Jabber (Instant messaging)• Phone Stats-End of Day

– Total Calls 226– Calls Handled 224– Abandoned 0– Average wait 6 seconds– Longest wait 49 seconds

What Have We Done?

• Eliminated Barriers– Data Form– Scholarship Application– On-Line Acceptance– Verification– First Time Solution– Get them in-Get them Out

What Have We Done?

• Communication– Phone Calls– E-mail– Face Book– Twitter– E-mail & Mail outs to Parents– On Campus Information

• FYE Information• Information Tables in Union• Residence Hall Programming

Top 10 Tips for Outstanding Customer Service

• Smile and acknowledge customers• Everyone is important. Treat everyone like you want to be treated.• Talk to your customer-not at your customer.• Care what customer thinks.• Work to fix a problem – PROMPTLY!• Make your customer feel wanted and valued.• Follow through on your promises.• RUDE is never acceptable.• Keep your sense of humor• Reducing campus run-around is essential to building a service

culture on campus

Office Motto• Coming together is a beginning.• Keeping together is progress.• Working together is success.

We are Here to Serve You!