The application of excellent customer service is just as important for an RTO as it is for the hardware down the road…..It begins with the first contact a customer has with your company.
I recently did a survey on top tips for customer service. The responses were wonderful to see and I have decided to share them with you here. I found they fell into 5 categories:
It’s about you as the Leader
From the moment you wake ask yourself “how can I best be of service today?” That one powerful question can set your intention for the rest of your day not only for your customers – for all who’s path you meet (thanks Jen I love it).
Provide a warm, sincere greeting on first contact. Service with a smile may sound like a cliché but it works. Your and your staff will be remembered for being cheerful and polite, plus the workplace will be fun to be in! Smile, or better still stand up, when talking on the phone.
First Impressions Matter
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- Ensure your website and marketing materials are clear, accurate, and user-friendly
- Train front-line staff to provide warm, informative greetings, whether in person, on the phone, or via email
- Develop a system for promptly responding to inquiries from prospective students
Be eager to please – Student-Centric Approach
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- Implement a comprehensive system for reviewing students’ skills and competencies prior to enrollment
- Provide personalised advice on course suitability based on individual student needs and goals
- Offer clear information about support services, including training support and wellbeing services
Make sure you and your staff believe in your products on your training schedule.
Establish whether your business has what the customer needs (offer to help find it)-provide it or suggest better alternative, to their benefit. If a customer’s request is not a straightforward one, be sure to convey your eagerness to help. A sigh or a groan will send your customer running to your nearest competitor.
Always acknowledge, your customer even if busy with someone else. Think of the customer as being right (even when they are not), you will get a better return in the long run.
Establish Continuous Communication
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- Establish regular check-ins with students throughout their learning journey
- Provide timely and constructive feedback on assessments
- Keep students informed about any changes that may affect their training
Under promise and over deliver.
Exceed all expectations
Encourage innovation
Encourage a culture of quality and innovation by empowering employees to participate in decision-making, share their ideas and drive continuous improvement. Engage CEOs in promoting this culture and fostering a supportive learning environment.
Businesses should be considered as an “innovation team”. Involve people throughout the organisation and start building a culture of innovation. Celebrate successful innovations that increase revenue, reduce expenses, or strengthen the company’s competitive advantage in the marketplace.
Use Feedback wisely for Improvement
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- Develop an easily accessible system for students to provide feedback and make complaints
- Use student feedback to drive continuous improvement in your services
- Implement a fair and transparent appeals process
Encourage a sales culture
Train your team to be aware of opportunities to turn tentative queries into sales. In other words seize the chance to promote your company, wherever you can.
- Invest in ongoing professional development for all staff, focusing on both technical skills and customer service
- Encourage a culture of innovation and continuous improvement among staff
- Ensure staff understand the importance of maintaining current industry skills and knowledge
These tips help you to you can create a high-quality, student-focused learning environment that not only meets regulatory requirements but also truly supports student success and satisfaction.
Enjoy
Merinda