1. Back to Basics: Creating Quality Customer Service in Higher Education A Webinar Designed for Innovative Educators Geri Anderson, Colorado Community College System Bitsy Cohn, Front Range Community College

2. You work in education, right? So you’re An educator, right?

3. Nope! You are something even better! YOU are a CUSTOMER SERVANT!

4. So what does that mean to you?

5. It’s not just “them” it’s also YOU

6. A: Always Do The Right Thing Even If It’s Not The Easiest Thing

7. B: Be one student’s hero Can I help you?

8. C: Complete Each Transaction with a Personal Question or Statement

9. D: Developing an inviting place for students—in person, online and on the phone

10. E: Empower Employees 1. Ensure that employees can actively participate in team and institutional goals. 2. Ask employees to suggest better ways of getting their jobs done. 3. Give employees authority along with the responsibility. 4. Show you have trust in your employees.

11. F: Faculty; Faculty; Faculty

12. Questions/Comments/Concerns Please send any Questions/Comments/Concerns Now Via Chat

13. G: Give…Not Always Big But With A Big Heart!

14. H Hire The SmileTrain The Skill

15. I: IMPLEMENT ONLY NECESSARY POLICIES AND RULES

16. J: Judging Students is a Mistake (they may be royalty!)

17. K: Knowledge is Power…Keep Learning

18. L: Laugh Often

19. Questions/Comments/Concerns

20. M Mentor New Students

21. N: Nurture A Service Culture

22. O: Open & Honest When Mistakes Are Made Acknowledge Apologize Affirm Answer Ask Act

23. P -’nough said (think about it)

24. Q: Questions Matter

25. R: Regularly Improve Quality

26. Service Is Not A Strategy: It Is A Way Of Life!

27. T: TUCKER T - Teaching U - Understanding C - Caring K - Kindness E - Empathy R - Relationships

28. U: Use Student Satisfaction Data

29. V: Value Students

30. W: Why Bother?

31. X: Xenial Xenial\ZEE-nee-uhl (adj). From Ancient Greek, “guest-friend”. 1. In layman’s terms-hospitality toward a stranger. Starbucks Nordstrom FedEx

32. Y: Yes! (Faster Than No)

33. Z: Zip Through Transactions With State of the Art Technology

34. Geri.anderson@cccs.edu Bitsy.cohn@frontrange.edu