This course uncovers the secrets of today's successful businesses and their strategies of first-class customer service. You will learn the components of first impressions that can help you increase and keep your enrollments. This course will also help you to locate the specific areas of your operations where you can implement an improved customer service plan for your institution - whether it is admissions, student services or academics.

Module 1: Creating the Customer-Centered Organization

• Define customer service.
• Articulate the history of Customer Service.
• Discover Customer Service trends.

Module 2: Creating Value for Your Customer

• Understand the definition of 'customer'.
• Identify external customers.
• Define your institution's CS touch points.
• Explore customer service best practices.

Module 3: Preparing for Customer Service Success

• Explain 6 strategies for customer service.
• Identify your internal customers.
• Define internal customer service touch points.
• Articulate best practices for internal customer service.

Module 4: Building your CS Strategy

• Explore mystery shopping and how it relates to Higher Education.
• Examine mystery shop results.
• Discover how industries utilize mystery shop information.
• Identify ways to build a customer service strategy and tips for implementation.