Customer Service

Tips for improving customer service in the financial aid office

Whether guaranteeing or servicing loans or serving on the front line at the financial aid office, our shared goal is to help students achieve their higher education goals. Listed below are helpful tips USA Group has initiated to improve its service to students. These same ideas may be adapted to help improve customer service in the financial aid office. This list was generated from recent presentations by USA Group's customer attentiveness experts at financial aid administrator conferences across the United States.

What can you do this week to improve customer service?

• Managers could work the front line - either on the phones or at the front desk. Through a regular pulse check, you cannot only see customer service at work, but also understand the challenges and rewards of working one-on-one with students.
• If you use student employees in your office or if you are continually hiring new staff, develop a list of frequently asked questions, create standard, common sense answers, and train your staff to use these answers.
• Send thank you notes to your staff. Recognize exceptional examples of customer service. Encourage your employees to congratulate each other when they notice examples of good customer service.
• Pass on these quick tips to add immediate polish to interactions with customers:
• Use your customer's name when speaking to him/her.
• Try to smile more.
• Give your customer all your attention. Customers can see distractions in our eyes - glancing at your watch - or hear it over the phone, especially if you are typing or listening to music.