Embedded Files
CSAT Introduction
CSAT Introduction
At the conclusion of every interaction with our Level 2 teams, students play a pivotal role in shaping the quality of our support through a customer satisfaction (CSAT) survey. This survey not only provides students with the opportunity to express their satisfaction with the services received, but also serves as a proactive channel for addressing any concerns they may have. Students can indicate their level of contentment and, importantly, reopen tickets they believe were incorrectly closed.
Our dedicated Escalation Team is committed to handling these reopened tickets with precision and care, ensuring that no student concern goes unaddressed. Moreover, for those who express dissatisfaction in the survey, our Escalation Team takes a proactive approach by reaching out personally. This outreach allows us to delve deeper into their experiences, understand their specific needs, and work collaboratively towards resolutions that exceed expectations. By actively engaging with student feedback, we reinforce our commitment to continuous improvement and unwavering support for every individual in our academic community.
Picking a CSAT Response to Work On
Picking a CSAT Response to Work On
CSAT Responses are the results of students filling out CSAT surveys after a ticket is closed by a level 2 (Advising, ES-PC, etc.) or SME (Degree Planner, Tech Support, etc.) Team. We work on Detractor Surveys. Detractor Surveys are surveys where the student has indicated that they would not recommend BYU-Pathway Support to others.
Use the tutorial below to learn how to pick a CSAT Response to work on.
Pick a CSAT Survey.pdfReading a CSAT Response
Reading a CSAT Response
Once you've picked a CSAT response, you will see the feedback the student left in their survey. To see the feedback, click on "Survey Responses."
There are several questions the student responds to. You will find what the student needs help with in two different sections of their response. The first place is in their response to "What did you not like about the experience?" the second place is in their answer to "What still needs to be resolved?" Be sure to read both sections carefully to understand what the student needs us to help them with. You can click on the questions to read the student's entire response.
Resolving Student Complaints and Issues
Resolving Student Complaints and Issues
Changing a bad experience...
The team will hear the student's complaints and issues with empathy.
into a good experience
Then the team can resolve them in a timely and efficient manner, ensuring that the students are satisfied with the outcome.
The purpose of the customer satisfaction team is to ensure that students are satisfied with their experience. If a student is dissatisfied with previous interactions, the customer satisfaction team should do all that we can to resolve the students issue/concern. The steps below will guide you through assisting these students.
Pick a CSAT Response from the CRM:
Read through the Responses Carefully:
Thoroughly read through the CSAT response to gain a comprehensive understanding of the issues raised by the student. Pay attention to specific details that can inform your approach in addressing their concerns.
Review Past Interactions and Check for Duplicates:
Examine all past interactions related to the student in the CRM. Look for duplicate contact records and review the interactions associated with those records. This step is crucial for obtaining a holistic view of the student's history and concerns.
Create a New Ticket for the Student:
Generate a new ticket specifically for the student's concerns. Keep this ticket open until the issues raised by the student are fully resolved. This ticket is not intended for transfer to other teams but serves as a central record for ongoing assistance.
Reach Out to the Student:
Initiate contact with the student, preferably through a phone call for a more personalized interaction. If phone contact is not possible, consider sending an email or scheduling an appointment based on the student's preferences.
Assist the Student:
Actively assist the student in resolving their issues. This may involve coordinating with other departments, guiding the student through necessary processes, or addressing any specific needs they may have. Ensure a comprehensive and empathetic approach to support.
Close the Ticket After Resolution or 5 Business Days:
Once all possible avenues of assistance have been explored, or if there is no response from the student within 5 business days, close the ticket. Closing the ticket indicates that all efforts to address the concerns have been exhausted.
Add a Detailed Resolution Note:
Before closing the ticket, add a detailed resolution note outlining the steps taken to assist the student. This note serves as a transparent communication to the student, as it will be emailed to them. Include any relevant information on actions taken, collaborations with other departments, and the resolution status.
Case Study
Case Study
The following is a true situation that was solved by an agent going above and beyond to help a student:
A student encountered a persistent problem with her application, specifically receiving an error message indicating that her state was invalid. Despite engaging with multiple agents and creating several support tickets, the issue remained unresolved, causing frustration for the student. The turning point occurred when a dedicated agent proactively reached out to assist. Initially resistant to repeating standard troubleshooting steps, the student's attitude shifted as the agent patiently guided her through the process. To gain a more in-depth understanding, a Zoom call was initiated, allowing the student to share her screen.
During the screen-sharing session, the agent astutely identified a detail overlooked in previous interactions— the student had been adding a period at the end of "Texas" when entering her state. This seemingly minor error was the root cause of the application's failure to recognize the state. The agent suggested removing the extraneous period, and upon doing so, the application seamlessly progressed to the next step. The student was embarrassed, but the agent reassured the student, emphasizing that such mistakes are common. To ensure a smooth application process, the agent patiently stayed on the line, guiding the student through the subsequent steps. The result was a successful enrollment, allowing the student to move forward with her program, grateful for the agent's perseverance and expertise.
Communication, Communication, Communication
Communication, Communication, Communication
The most effective strategy in preventing student dissatisfaction is to prioritize excellence during the initial stages of assistance. A common grievance we receive centers around a perceived lack of communication, with students expressing a desire for heightened transparency regarding the progress of their tickets. To address this concern, it is imperative that every action taken to aid a student is communicated promptly and clearly.
For the Escalations Team, especially when dealing with students in English-speaking countries, a personal touch is crucial. Opting for a direct phone call when handling escalations not only demonstrates a commitment to resolving their concerns but also reassures the student that their issue is important to us. By consistently communicating and going the extra mile, we not only mitigate dissatisfaction but also foster a sense of care and importance for each student we assist.
Collaborating With Other Departments
Collaborating With Other Departments
The team can collaborate with other departments such as Enrollment Services, Admissions, Finances, and Advising to ensure that the student is receiving the correct information and help.
Your ASAs are in several chats with other departments at BYU-Pathway. Utilize this! When you have a question for another department, your ASA can ask and get information for you.
FERPA Reminder
FERPA Reminder
You will have access to student information. You will have access to previous interactions the student has had with student support. You will be able to use this information to research what student have spoken with previous agents about andwhat the outcomes of those interactions were. This will be useful to help find meaningful solutions and to avoid asking questions about what the issue is.
This is information that is covered under FERPA laws and should not be shared with anyone that is not authorized to have the information. Protect student information, it is the law.
Tips for Working with Escalated Students
Tips for Working with Escalated Students
Provide fast response times
Personalize interactions
Use multiple communication channels
Be proactive
Provide clear and concise information
Follow up
Student Experience
Student Experience
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