Foundations of Customer Service

Last updated September 24, 2021

Last Updated

September 24, 2021

Colorful blocks with contact icons

Foundations of Customer Service

Last updated September 24, 2021

Table of Contents

Part 1: Defining Service
Instructor Introductions
2:22 CLosed lock icon
Value of this Course
3:14 CLosed lock icon
S is for Set the Stage for Service
2:35 CLosed lock icon
E is for Explain for Understanding
1:20 CLosed lock icon
R is for Respond Appropriately
2:46 CLosed lock icon
V is for Value Each Opportunity
3:00 CLosed lock icon
I is for Implementing Standards
2:56 CLosed lock icon
C is for Communicate Often
1:06 CLosed lock icon
E is for Expect Unhappy Customers
3:13 CLosed lock icon
Part 2: The 5 Steps of Service
Value of Part 2 and Learning Objectives
1:49 CLosed lock icon
Moments of Truth (Misery, Mediocre, Magic)
3:58 CLosed lock icon
Step #1: Acknowledge the Customer
5:12 CLosed lock icon
Step #2: Clarify the Situation
4:25 CLosed lock icon
Step #3: Take the H.E.A.T.
6:28 CLosed lock icon
Step #4: Meet and Exceed the Need
1:26 CLosed lock icon
Step #5: Confirm Satisfaction
3:04 CLosed lock icon
Closing
1:17 CLosed lock icon

Gain the knowledge and skills you need to provide high quality customer service in the higher education environment.

Overview

As competition in higher education intensifies, so do prospective students’ appetites for institutions that provide the best education and experience for their tuition dollars. Instilling a culture of service excellence at all levels of an institution can directly enhance enrollment and improve student retention by providing consistency across branding and the student experience.

This video course will introduce you to the foundations of customer service in higher education. Our experts have taken best practices from service excellent experts and applied those strategies to the higher education environment.

Part 1 of this course focuses on what customer service looks like in the higher education environment and how service excellence connects to student belonging and retention.

Part 2 covers five steps of service that you can adopt into your operations and immediately implement at your institution.

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Portrait of Heath Boice-Pardee

Heath Boice-Pardee

Head of Practice in Service Excellence, Academic Impressions

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Portrait of Eileen Soisson

Eileen Soisson

Independent Consultant & Director of Wall Fellows, Coastal Carolina University

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