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![Page 1: Back to Basics: Creating Quality Customer Service in Higher Education A Webinar Designed for Innovative Educators Geri Anderson, Colorado Community College.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f115503460f94c236f0/html5/thumbnails/1.jpg)
Back to Basics: Creating Quality Customer Service in Higher Education
A Webinar Designed for Innovative Educators
Geri Anderson, Colorado Community College SystemBitsy Cohn, Front Range Community College
![Page 2: Back to Basics: Creating Quality Customer Service in Higher Education A Webinar Designed for Innovative Educators Geri Anderson, Colorado Community College.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f115503460f94c236f0/html5/thumbnails/2.jpg)
You work in education,
right?
So you’re An educator,
right?
![Page 3: Back to Basics: Creating Quality Customer Service in Higher Education A Webinar Designed for Innovative Educators Geri Anderson, Colorado Community College.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f115503460f94c236f0/html5/thumbnails/3.jpg)
Nope! You are something even better!YOU are a CUSTOMER SERVANT!
![Page 4: Back to Basics: Creating Quality Customer Service in Higher Education A Webinar Designed for Innovative Educators Geri Anderson, Colorado Community College.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f115503460f94c236f0/html5/thumbnails/4.jpg)
So what does that mean to you?
![Page 5: Back to Basics: Creating Quality Customer Service in Higher Education A Webinar Designed for Innovative Educators Geri Anderson, Colorado Community College.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f115503460f94c236f0/html5/thumbnails/5.jpg)
It’s not just “them” it’s also YOU
![Page 6: Back to Basics: Creating Quality Customer Service in Higher Education A Webinar Designed for Innovative Educators Geri Anderson, Colorado Community College.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f115503460f94c236f0/html5/thumbnails/6.jpg)
A:Always Do The Right Thing Even If It’s Not The Easiest Thing
![Page 7: Back to Basics: Creating Quality Customer Service in Higher Education A Webinar Designed for Innovative Educators Geri Anderson, Colorado Community College.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f115503460f94c236f0/html5/thumbnails/7.jpg)
B:Be one student’s hero
Can I help you?
![Page 8: Back to Basics: Creating Quality Customer Service in Higher Education A Webinar Designed for Innovative Educators Geri Anderson, Colorado Community College.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f115503460f94c236f0/html5/thumbnails/8.jpg)
C:Complete Each Transaction with a Personal Question or Statement
![Page 9: Back to Basics: Creating Quality Customer Service in Higher Education A Webinar Designed for Innovative Educators Geri Anderson, Colorado Community College.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f115503460f94c236f0/html5/thumbnails/9.jpg)
D:Developing an inviting place for students—in person, online and on the phone
![Page 10: Back to Basics: Creating Quality Customer Service in Higher Education A Webinar Designed for Innovative Educators Geri Anderson, Colorado Community College.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f115503460f94c236f0/html5/thumbnails/10.jpg)
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.
![Page 11: Back to Basics: Creating Quality Customer Service in Higher Education A Webinar Designed for Innovative Educators Geri Anderson, Colorado Community College.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f115503460f94c236f0/html5/thumbnails/11.jpg)
F:Faculty; Faculty; Faculty
![Page 12: Back to Basics: Creating Quality Customer Service in Higher Education A Webinar Designed for Innovative Educators Geri Anderson, Colorado Community College.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f115503460f94c236f0/html5/thumbnails/12.jpg)
Questions/Comments/ConcernsPlease send any Questions/Comments/Concerns
Now Via Chat
![Page 13: Back to Basics: Creating Quality Customer Service in Higher Education A Webinar Designed for Innovative Educators Geri Anderson, Colorado Community College.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f115503460f94c236f0/html5/thumbnails/13.jpg)
G: Give…Not
Always Big But With A Big
Heart!
![Page 14: Back to Basics: Creating Quality Customer Service in Higher Education A Webinar Designed for Innovative Educators Geri Anderson, Colorado Community College.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f115503460f94c236f0/html5/thumbnails/14.jpg)
HHire The Smile Train The Skill
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I: IMPLEMENT ONLY NECESSARY POLICIES
AND RULES
![Page 16: Back to Basics: Creating Quality Customer Service in Higher Education A Webinar Designed for Innovative Educators Geri Anderson, Colorado Community College.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f115503460f94c236f0/html5/thumbnails/16.jpg)
J: Judging Students is a Mistake
(they may be royalty!)
![Page 17: Back to Basics: Creating Quality Customer Service in Higher Education A Webinar Designed for Innovative Educators Geri Anderson, Colorado Community College.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f115503460f94c236f0/html5/thumbnails/17.jpg)
K: Knowledge is Power…Keep Learning
![Page 18: Back to Basics: Creating Quality Customer Service in Higher Education A Webinar Designed for Innovative Educators Geri Anderson, Colorado Community College.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f115503460f94c236f0/html5/thumbnails/18.jpg)
L: Laugh Often
![Page 19: Back to Basics: Creating Quality Customer Service in Higher Education A Webinar Designed for Innovative Educators Geri Anderson, Colorado Community College.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f115503460f94c236f0/html5/thumbnails/19.jpg)
Questions/Comments/Concerns
![Page 20: Back to Basics: Creating Quality Customer Service in Higher Education A Webinar Designed for Innovative Educators Geri Anderson, Colorado Community College.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f115503460f94c236f0/html5/thumbnails/20.jpg)
MMentor New Students
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N: Nurture A Service Culture
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O: Open & Honest When Mistakes Are Made
• Acknowledge• Apologize• Affirm• Answer• Ask• Act
![Page 23: Back to Basics: Creating Quality Customer Service in Higher Education A Webinar Designed for Innovative Educators Geri Anderson, Colorado Community College.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f115503460f94c236f0/html5/thumbnails/23.jpg)
P-’nough said (think about it)
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Q: Questions Matter
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R: Regularly Improve Quality
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Service Is Not A Strategy:
It Is A Way Of Life!
![Page 27: Back to Basics: Creating Quality Customer Service in Higher Education A Webinar Designed for Innovative Educators Geri Anderson, Colorado Community College.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f115503460f94c236f0/html5/thumbnails/27.jpg)
T: TUCKER• T - Teaching• U - Understanding• C - Caring• K - Kindness• E - Empathy• R - Relationships
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U: Use Student Satisfaction Data
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V: Value Students
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W: Why Bother?
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X: XenialXenial\ZEE-nee-uhl (adj). From Ancient Greek, “guest-friend”.1. In layman’s terms-hospitality toward a stranger.
Starbucks NordstromFedEx
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Y: Yes!
(Faster T
han No)
![Page 33: Back to Basics: Creating Quality Customer Service in Higher Education A Webinar Designed for Innovative Educators Geri Anderson, Colorado Community College.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f115503460f94c236f0/html5/thumbnails/33.jpg)
Z: Zip Through Transactions With State of the Art Technology
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[email protected]@frontrange.edu