Customer Service Language

Characteristics of Good Customer Service

• Promptness: Promises for delivery of messages must be on time. If you told the students you would do something for them, do it. Delays, or lack of communication should be avoided.

• Politeness: Politeness is almost a lost art. Saying 'hello,' 'good afternoon,' 'sir,' and 'thank you very much' are a part of good customer service. Good manners are appropriate regardless of how the student is behaving on the phone/email

• Professionalism: Students, parents, guardians etc. should be treated professionally, which means the use of competence or skill expected of the professional. Professionalism shows the customer they're cared for.

• Personalization: Using the student’s name is very effective in producing loyalty. Customers like the idea that whom they do business knows them on a personal level.

Professional Qualities in Customer Service

• Friendliness: The most basic and associated with courtesy and politeness.

• Empathy: The student needs to know that the service provider appreciates their wants and circumstances.

• Fairness: the student wants to feel that they are receive adequate attention and reasonable answers.

• Information: Students want to know about resources and services but in a pertinent and time-sensitive manner.

Language of Care

It’s important to use language that shows the caller you care. Here are examples of ways to create a culture of Care:

• Listen- Pause and hear the student’s concern fully

• Refer to the student by name: Place the student on hold, look them up in PeopleSoft

• Explain the “Why”

• Give them specific timeframes

• Call back- If you promise the caller you will call them back, make sure you do!

• Sir/Ma’am

• “My friend”

• “I understand your frustration”

• “We”

• “I’m sorry”

• Give specific steps they can follow

• Give the student reassurance

• “We look forward to seeing you on campus”

• If providing the student with good news, be excited!

• “How can I help you”

• “Good Luck

• How can I help you become a part of the Cougar Family”

Language to Avoid

It’s important to use language that shows the caller you care. Here are examples of ways that you will need to avoid:

• "I don't know"

• "You'll just have to wait"

• "No"

• "That's not my job"

• "That's not my fault"

• "I'm busy right now"