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Customer Service Checkers or Chess?. What is Customer Service? "Customer service is a series of activities designed to enhance the level of customer satisfaction.

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Presentation on theme: "Customer Service Checkers or Chess?. What is Customer Service? "Customer service is a series of activities designed to enhance the level of customer satisfaction."— Presentation transcript:

1 Customer Service Checkers or Chess?

2 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."

3 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

4 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%)

5 Powered by Arkansas State University - Financial Aid & Scholarships Customer Service Survey Tuesday, September 16, 2014

6 Card Swipe System

7 Why They Come!

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

9 Q2: Who did you speak with in our office?

10 Q3: Please rate your experience.

11 Please Rate Your Experience

12 # Responses Date 1 They provided me with exactly the info I needed. Also guided me through the website, I know they are familiar and 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 asset to 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 actually dreading 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 she makes it easy. She is always sweet and has a smile on her face! Plus she always looks fabulous. 9/4/2014 Comments

13 Q5: Would you like for us to contact you regarding your visit?

14 Survey Statistics July Card Swipe Stats 2014 Name 1-Jul2-Jul3-Jul4-JulTotal Bdavidson 192 12 Ckostick 11818 37 Cmartin 162735 78 Enelson 63 9 Leeann 376 16 pmetz 1116 18 Shelby 7102 19 Jenna 219 30 Kathy Victor 36 9 Wilma Dabney 1236 21 Robin K Robin T 62 8 Tawyna 21 3 Terry Vicki Dena 11 2 Andrea 1048 22 Kiffany 356012 107 Gina 54 9 Paulette Jon 20128 40 Student W Total 165 110 440 In Person 353141 107 Phone 978458 239 E-mail 335011 94 Total 165 110 440 July 2014 total 3,639In Person1,023 Phone1,977 E-mail639

15 Financial Aid Checklist

16 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 Calls226 – Calls Handled224 – Abandoned 0 – Average wait 6 seconds – Longest wait 49 seconds

17 What Have We Done? Eliminated Barriers – Data Form – Scholarship Application – On-Line Acceptance – Verification – First Time Solution – Get them in-Get them Out

18 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

19 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

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

21 We are Here to Serve You!

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