Keys to Customer Service

bMost organizations have groups of people that work together to serve customers. Over the last two years we in the Student Financial Services office have learned that there are five keys to providing exceptional customer service:

1. Create a team mentality
2. Define a shared vision
3. Cross-train and empower front-line staff
4. Invest in personal and team training
5. Improve systems and processes

We found that in order to be successful each of the steps must be accomplished in order with a firm foundation laid before an organization can move to the next step. Something to keep in mind, however, is that once you have created a team mentality you are not done with that forever. This mentality must be nurtured, strengthened, and cultivated. The stronger it is the better the service provided. This is the same for each step. It is a continual process of improvement. To ensure that we never forget that, my team and I have two mottos: "There's always a better way" and "Everything we do MUST benefit the customers". These are what we live by. As we make plans, we focus on our mottos. As we are executing those plans, we are constantly evaluating if we are living up to our mottos and how we can continue to improve (there's always a better way).

During October I'll elaborate on each step with some ideas on how to begin working on each. They are all common "cents" but most of us just don't take the time to step back and think about it. I hope you enjoy and please let me know what you are thinking anf especially if you have something to contribute.