There is only one reason for customer service: to build trust.
In the Registrar’s Office, especially on the front line of dealing with students, it means the following:
- Hear the student out. Take the time to listen.
- Acknowledge their concerns and gather all the information you can.
- Probe for more concerns and details.
- Take responsibility for solving it, or make sure you’ve passed it on to someone who can.
Practically, this means listening to the entire question before telling a student to submit a help desk request. Then ask, “can I answer this question? Can I find an answer to it more easily than the student would be able to?”
Remember, it’s all about trust – establishing, re-establishing, and building on trust.
Otherwise, why bother?
P.S. This post is related: The Number One Secret to Success