Tempe ASUPDC14 8:30AM: Superstar Customer Service: Strategies for Providing Excellent Customer Service to the ASU Community

How do our customers--our students and their families--want to be treated? What makes the job of serving students in higher education so unique? How do we know if we are living up to their customer service expectations?

The definition of customer service might look a little different to each one of us, but it is important to know that there are basic principles and proven techniques that can help you provide exceptional service. This session will give participants an overview of different philosophies of customer service. We will also discuss methods of benchmarking and setting customer service standards, as well as ideas for how to evaluate your customers and assess their level of satisfaction. Further, we will explore techniques that can help you develop positive relationships with our students and provide the exceptional service that our students deserve.

Session Objectives

• Review the ASU Service Standard and Sun Devil Service Principles
• Learn how to define service excellence within your team and develop techniques that help provide exceptional service
• Understand the student experience and learn the student-centric approach for service communications
• Discuss benchmarking methods and how to best set service standards

Explore methods of collecting student feedback and assessing their level of satisfaction