Customer care process at Educational sector
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CUSTOMER CARE PROCESS&STUDENT COUNSELING SERVICE
BAC
04/10/2023BAC
04/10/2023BAC
WHY Customer Care (CC)?
Streamlined sales and marketing processes Higher sales productivity Added cross-selling and up-selling Improved service, loyalty, and retention Increased call center efficiency Higher close rates Better profiling and targeting Reduced expenses Increased market share Higher overall profitability Marginal costing
04/10/2023BAC
Phases of Customer Care Process Acquire: a CRM can help a business in acquiring
new customers through excellent contact management, direct marketing, selling and fulfillment.
Enhance: a web-enabled CRM combined with customer service tools offers customers excellent service from a team of trained and skilled sales and service specialists, which offers customers the convenience of one-stop shopping.
Retain: CRM software and databases enable a business to identify and reward its loyal customers and further develop its targeted marketing and relationship marketing initiatives.
04/10/2023BAC
OUR MOTIVE
We believe that a successful and motivated
student, with a good support system, is a
happy student.
04/10/2023BAC
Student Counseling Service (SCS)
Our Student Counseling Service (SCS) offers a range of services to ensure-
1. Each student gets the support they need.
2. Our service is targeted to help students with their academic performance
3. To help student’s overall lifestyle, 4. It is available free of charge to all
students
04/10/2023BAC
What SCS Does?
SCS offers each student an opportunity to discuss their personal or emotional issues and to mobilize their support network in order to receive the support they need.
Our counselors are dedicated professionals, who focus on the student and are committed to improving student wellbeing and making sure that students receive the support they need.
We provide counseling assistance for a wide range of issues in a comfortable, calm and confidential environment where students can explore and better understand the concerns that are troubling them.
04/10/2023BAC
What SCS Does? Cont….
The Student Counseling Service is also well connected with service providers within the community. Whatever the challenge that you are facing, a counselor will work with you to identify your needs and, when necessary, will be able to refer you to suitable resources and professionals.
In addition to counseling appointments, SCS also offers plenty of self-help resources and information about common problems experienced by students.
04/10/2023BAC
GREETINGSwith smile and energetic way.
Good Morning/ Good Afternoon/ Assalamualaikum.
How are you sir/ madam? I’m XYZ. May I know your name please? Where did you find about BAC? Can I have your Number please? Tell me how can I help you today?
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EXPLAIN PRODUCTno matter what he is enquiring for, give them this info
International Recognition of BAC’s Degree.
Bangla medium students can not access Int. Degrees straight away.
Financial Flexibility to acquire int. degree.
Value of Int. Degree at work place.
Cont…
04/10/2023BAC
Job oriented/ vocational education system
Time saving BCS can be done with MS degree in
same time of Bachelors. That is 4 years time masters complete.
HND is level 5 and HNC level 4. Explain everything in a loose sheet
and give it to them.
EXPLAIN PRODUCTno matter what he is enquiring for, give them this info
04/10/2023BAC
ASK FOR TEA/ REFRESHMENT
Even if he /she says NO, serve tea or water
Serve chilled water with biscuit.
04/10/2023BAC
ANSWER ALL THE QUERIES
Answer with a positive mode. If any info unknown, make sure
with higher authority before giving assumed answer.
Take note of his/her queries Note down his/her data.
04/10/2023BAC
WRAP UP
Try to end up your session with a good smile
Shake hand or bow. Say THANK YOU loudly. Give your Identity card to them Assure them about you are ready to
help them anytime about anything.
04/10/2023BAC
FOLLOW UP
Call the visitors to say Hello from BAC
Remind them looking at the NOTE BOOK, what they were looking for.
Let them know about the packages we are offering for him/her
Invite them to visit the campus again
Make sure you are ready to help them if they are interested.
04/10/2023BAC
Administrative Duties
Performs administrative and office support activities for multiple supervisors. Duties may include –
1. fielding telephone calls, 2. receiving and directing visitors, 3. word processing, 4. filing, and faxing. 5. They need extensive software skills are
required, as well as Internet research abilities and strong communication skills.
04/10/2023BAC
Administrative Duties
Priorities Communication Phone Appointments/Meetings Confidentiality Visitors Travel Data Management Routines Projects Supervision Recruitment Process Support.
04/10/2023BAC
Telephone Operator
A telephone operator is vital to the success of a business.
Often times, the customer's first encounter with the business is via the telephone operator. The impression that he makes upon the customer is typically the first impression of the business.
If the telephone operator speaks clearly and handles the call in a professional manner, most likely the customer will be left with a good impression of the company. The telephone operator can have many duties that she must juggle at one time.
04/10/2023BAC
Telephone Operator Duties
Answering Calls Taking Messages Assist Customers Clerical Duties
04/10/2023BAC
ANY QUESTION?????