UCM Financial Services: Customer Communication Donna Bodenhamer & Verona Lambert

DONNA BODENHAMER University of Central Missouri

Communication Methods Service Tracking – Student Inquiries – Parent/Prospective/Other Inquiries Frequently Asked Questions – Student – Parent/Prospective/Other Access Online Appeals System – Secure Student Access – Automatic Routing for Course Refund Appeals – Secure Administrator Access

Service Tracking - Student

Service Tracking - Other Accessed through the University’s webpage

Service Tracking - Other FERPA rules still apply to responses if submitted from a non-university address. To identify prospective students

Service Tracking – Administrator View Search by date range or ID Create a ticket

Service Tracking – Administrator View Click on ticket number to respond or forward Indicates if ticket has been assigned. “Initial” indicates, action required.

Service Tracking – Administrator View FERPA reminder – double check address.

Service Tracking – Administrator View

FAQ - Student

Omits PLUS application information Includes aid acceptance information Includes billing authorization information

FAQ- Other Enlarged Version Includes PLUS application information Omits aid acceptance information

Online Refund Appeals Director routes to the correct Advising Department Notifies of correct channel for full withdrawals Course drop required before request can be processed Form continued…

Online Refund Appeals Continued Allows student to indicate class change Explanation for request Acknowledgement of additional documentation possibility

Administrator Side of Refund Appeal Administrator logs in and can search by Student ID or View All. The View All option has additional filters to sort data.

Administrator View Needs to be Assigned to an Advising Department Forwarded to Department; decision not yet made Denied Approved, student not yet refunded by Administrator Approved, student refunded by Administrator

Assigning an Advising Department Click here to add text.

Assigning an Advising Department Continued… Administrator chooses appropriate department, then clicks “Send To” button.

Appeal Not Yet Reviewed

Appeal Denied Comments that were sent to the student.

Appeal Approved

VERONA LAMBERT Southeast Missouri State University

Using Tracking Systems to Build Your Customer Service

A day in the life of a Financial Counselor

Queue Admin Tracking Designed by IT, Queue Admin tracks walk-in traffic Customer signs in and waits to be displayed Type name or Scan ID -- (If scanned, staff is automatically sent student’s information)

Queue Admin Tracking Monitors display name and assigned station after staff selects student (below) “In Use” displays for added security

Queue Admin Tracking Staff View: - Serving vs Waiting - Staffed

Queue Admin Tracking Staff View (above): See students waiting and staff location Staff View (left): - Displays student & picture - Shows topic of question - Add “Assistance Provided” or notes of visit - Ability to call student after fully finished with previous account

Queue Admin Tracking Assistance Provided: - Check as many as apply - Add comments for others

Queue Admin Functionality Views from non-assigned staff Assign yourself to a station. or remove

Queue Admin Functionality Other Options: - Find student visits - Add students - Administrator view - Add/Remove Station - Filters

Queue Admin Functionality Add student into queue: - Choose area and assistance - Add comments for others

Managing Qadmin

Queue Admin Reporting Walk-in Traffic By Office: TERMSFSREG*HD* Summer , Fall ,8433, Spring ,6923, Summer ,8221, Fall ,2922, Spring ,685N/A Summer ,417N/A Fall 2014** 3,393N/A *REG/HD Ended 11/15/13 **Thru 9/11/14

Utilizing the Information Provide overview of office traffic at all time Ability to instantly see if additional staff is needed in location Reports can show trends in traffic and peak times