WE BUILT IT…THEY CAME… BUT WILL THEY STAY? CUSTOMER SERVICE FOR AWE PROGRAMS Written by: Kit Tyler, Lorain County Career Center Presented and Revised by: Dan Frederick and Terri Lavin, Four County Career Center

WHY DO OUR STUDENTS COME TO 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 THEY WANT FROM US?

EXPECTATIONS Support Empathy Caring Knowledge Encouragement Connection

THE DECISION TO CONTINUE IN CLASS IS EMOTIONAL RATHER THAN LOGICAL

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 WHAT DOES THIS MEAN FOR OFFICE AND STUDENT SERVICES STAFF?

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, , 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 THIS MEAN FOR FACULTY

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 THIS MEAN FOR ADMINISTRATORS?

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

FINALLY…. WHAT ARE YOUR BEST PRACTICES IN CUSTOMER SERVICE?

QUESTIONS ? ? ? ? Dan Frederick Public Safety Coordinator Terri Lavin Transitions/Financial Aid Coordinator Four County Career Center St. Rt. 34 Archbold, OH 43502