Customer Service 101 – It’s All About Trust

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


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