No matter what you sell, you are NOT in the sales business or even the service business; you are now in The Experience Business. You must create an experience for your customers so unique that it differentiates you from your competitors. If your customers love their experience, they will continue to buy from you and, as importantly, tell others of their positive experience. The Secret: Live the Three Principles of Creating Customer Loyalty.
You will learn the key skills of being a Customer Experience leader. Your seminar will establish the guidelines necessary to capitalize on employee commitment and motivation when delivering exemplary service to your customer. Topics to be explored:
- Focusing on being the “World’s Best” as defined by your customer
- Creating Your Customer’s Experience
- Sustaining an environment that supports great customer service.
Ideal Attendees: Owners, managers, supervisors and front line customer service employees.
Creating the “World’s Best” Student Experience
for Colleges and Universities
One hour - Two hours
Like any customer, if the student loves their school experience, they will continue to attend and, as importantly, tell others of their positive experience. If you “think like the customer” you can build customer loyalty – student loyalty. So how do you create an educational experience so outstanding that students will serve as customer advocates for your school?
The goal of any community college is to prepare students to be successful in the global economy. Stephen Covey, author of Seven Habits of Highly Effective People says, “Any job is 20% knowledge and 80% interpersonal skills.” Your students’ success, then, will be dependent on their interpersonal skills. People can only deliver an experience that they themselves have experienced. In other words, in order to be successful your students must experience outstanding interpersonal skills delivered by others. Yet in most cases, customer service experiences they have with retailers are just average if not poor. So who will serve as your students’ role models of outstanding interpersonal skills? YOU. In your day to day interactions with students, you establish, for them the highest standard of interpersonal skills they need to emulate to be successful. So what should that look like?
Any individual employee is unlikely to achieve major changes in the quality of customer service in an organization. The whole school pulling in the same direction can make a difference. This seminar will establish guidelines necessary to capitalize on the Three Principles to deliver exemplary service. Join us for insight in creating your school’s “experience” for your customer – the student.
Three Principles of Creating the “World’s Best” Student Experience
- Seeing the Student as Customer
- Creating “Their” Experience”, not “Yours”.
- Make a Difference
Seminar Objectives
- Approach your leadership responsibilities with increased confidence and credibility
- Recognize the key behaviors that support the superior student customer service
- Encourage better internal customer service
- Improve communications with students
- Identify “student as customer” service gaps
- Create a plan to improve on the gaps
- Become dedicated to leading through performance
Ideal Attendees: Adminstrators, support staff and faculty
