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Feature...
Individual Commitment to 'Service Culture', Key to Customer Satisfaction
submitted by USA Funds Services
Financial-aid professionals can enhance the satisfaction
of the students and families they serve by working to
develop a "service culture" on their campuses. A service
culture is one in which all employees share the philosophy
that serving both external and internal customers is of
prime importance. Every service provider needs to work
toward building such a culture, following these "Strategies
for Individual Excellence":
- Take every person and their concerns seriously.
- Give each person your full attention.
- Remember that, in every contact, you represent the
institution.
- Take pride in your work.
- Enjoy your work - and show people that you do.
- Make people feel that you're happy to serve them.
- Remember that your work is part of a grand and noble
enterprise - helping students to learn and grow to realize
their dreams.
The delivery of quality service means doing everything
you can-and then some-to make sure customers get
what they need. The following are some "Key Indicators
of a Service Culture" at a college or university:
- People take responsibility.
- There are few barriers to communication and action.
- People are responsive to the needs of internal and external
customers.
- People are friendly and courteous toward each other.
- Front-line staff frequently asks if they can be of service.
- People smile and look as if they enjoy their work.
- People continuously look for ways to improve.
- Staff feels empowered to act.
The result of a service culture is more than satisfaction
for students and parents. It also means satisfaction for
financial-aid professionals who know they have made
others feel good.
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