Customer Service

 

Studies vary but some indicate that educational institutions can lose as much as 15 percent of enrollment because of poor customer service. To assist in preventing such negative statistics, the Professional Development and Learning Management Office recommends two employee development options aimed at helping CUNY employees provide exceptional service to all of CUNY's "customers."

Citywide Training Center

The New York City Department of Citywide Administrative Services (DCAS) offers a variety of customer care options. The DCAS Citywide Training Center (CTC) offers customer service workshops that provide participants with the skills and tools necessary to cultivate positive interactions with both internal and external customers. Participants may take these courses at CTC locations, or, in on-site (campus) sessions.

Two of these CTC courses have been especially effective with CUNY audiences. They are Delivering Quality In-Person Customer Service and Practicing Telephone Techniques That Make A Difference. Both courses are a half-day in length and are often presented as a one-day session. Descriptions of the programs are presented below.

Delivering Quality In-Person Customer Service - this course presents the techniques necessary to provide courteous in-person customer service and support. Participants learn how to manage potentially challenging situations, how to handle difficult customers with tact and diplomacy, and how to interact more effectively with all "customers" (students, staff, faculty, co-workers, visitors).

Practicing Telephone Techniques That Make A Difference - this course presents specific techniques and skills for dealing with external clients and customers over the telephone. Participants learn to provide quality service, how to handle callers with composure and confidence, and practices for communicating effectively.

Additional CTC Customer Services course titles are: Working Effectively with Internal Clients and Preparing On-Target Customer Correspondence.

For a full listing of Citywide Training Center courses in the areas of communication - oral, written and interpersonal - visit www.nyc.gov/ctc. To register for CTC (DCAS) courses, contact your campus Human Resource/Personnel Office.

Connections

The second customer service training option focuses on customer service in the student services area. The Professional Development Office works with campuses to coordinate train-the-trainer courses in Connections -- a customer-service training program developed for college and university employees by Noel-Levitz, a national leader in the field of retention and student services. The Connections program emphasizes that student recruitment and retention are everyone's responsibility. Staff members are instructed to be aware of the needs of students and to respond to those needs while making positive connections with students. By participating in the Connections program, staff members become aware of their roles as campus recruitment and retention agents, and how they help to set the tone for their educational community. Staff members complete the program understanding that they can directly influence a student's decision to enroll and to remain at school.

The Connections program is designed for staff members who work in Registrar's, Financial Aid, Bursar's and Admissions Offices, and other highly visible service areas such as college libraries. Supervisors and managers from these departments participate in this program in order to assist employees in retaining the skills learned in the program. In addition to basic student service techniques, the updated edition of the program provides information on the effective use of e-mail, voice mail, and the Internet. Also addressed are advanced customer service skills, problem-solving techniques, and strategies for service improvement.

 

connections group leaders

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The Connections program is taught by campus trainers who have completed a Connections "train-the-trainer" program. Campus Connections trainers must have strong interpersonal skills, high energy and enthusiasm, a reputation for providing quality service to students and other customers, strong interest in helping others grow and develop, and a thorough knowledge and understanding of the campus and its key service challenges. Administrators, faculty, and front-line staff from student service areas make excellent trainers.

The Connections student services customer service/student relations program also is available on-line! Connections NOW e-learning subscriptions may be purchased at discount by CUNY locations and used by CUNY-trained Connections facilitators to present will-research student customer relations techniques to all CUNY employees - including student workers. Contact your college Human Resource Department or your campus Connections trainer(s) to arrange a session on your campus or to discuss Connections NOW training.

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