Good customer service delivery is very important in order t retain existing customers as well as gain new ones. Below are some tips to ensure that existing and prospective customers are well served and satisfied at all times.
- Flawless Waiting Area: Then waiting area should be flawless at all times. The waiting area is one of the things that will shape customers’ opinion of the school. Furniture should be in good condition at all times, other accessories and decorations in the waiting area like pictures and calendar should be accurate and well placed at all times. Nothing should be out of place in the waiting area, e.g. leaking water dispensers and dead plants should be removed from the waiting area.
- Conducive Waiting Area: Most times, customers need to wait for a while before they are being attended to. Schools need to make sure that the waiting area is conducive enough for customers. There should be good and comfortable seats, there should be cross ventilation and provision should be made for artificial ventilation like fans and air conditioners.
- Great attitude: it is required of the receptionist/front desk person and other member of the teaching and non-teaching staff to possess positive and cheerful attitude at all times. This will make customers to feel relaxed and at ease. It will also reduce the intensity of some customers’ anger.
- Courtesy: all members of staff should be courteous at all times. Full attention should be given to customers at all times; customers should be made to feel respected, heard, understood and appreciated at every encounter with the school. Apologies should be rendered promptly and with sincerity.
- Accuracy: Customers should be attended to and satisfied at the shortest time possible. Thorough work should be done within the short time as fast delivery doesn’t always guarantee good service.
- The use of right Words: Always use the right and customer-friendly words like; ‘here is how I can help you’, ‘I’ll try my best’, ‘I’ll be with you shortly’ etc. customers do not do well with negative words like; ‘it is not within my reach’, ‘I don’t know’, ‘no’ etc.
- Go over and beyond: it is always to under promise and over deliver than to over promise and under deliver. The school should always strive to exceed customers’ expectations. The school should not just deliver ‘cakes’ but there should be ‘icing on the cake’.
- Feed Back: Feedback is very important to customers. Customers should be aware of the status of their requests. Let customers know if they have to wait a while longer and tell them the expected duration and also if they will need to check back.
- Positive Body Language: Body language is also an aspect that matters to customers. Body language should be positive at all times. Body language must be in sync with the positive things being said or with apology being made. Sincerity is important in all approaches in order to better satisfy the customers.
- Excellent phone manner: people or person that will handle the telephone should maintain good manners and exhibit proper etiquette at all times. People can sense demeanour and manner over the phone; therefore phone calls should be handled with care, seriousness and tact.
Excellent customer service skills and delivery will project the school, leave customers satisfied and in most cases lead to increase in enrolment through referrals and direct enrolments.
Rotimi Eyitayo