Customer Service Training

Student Interaction Goals 

• Show proper attitude and professionalism​

• Show empathy for the student​

• Understand the student’s situation or problem​

• Help the students feel like they are being heard​

• Resolve the student’s question or concern​

Listening​ 

• Find out what the student’s situation is through critical listening​

• Compare what the student is saying to what they mean, you may need to read between the lines.​

• Help the student feel understood by repeating their question back to them​

• Listening is the first step to helping a student​

Grammar and Punctuation​ 

• Do NOT use contractions​​

•  Do not VS Don't​​

• You are VS You're​​

• Will not VS Won't​​

• Use capitalization appropriately​

• Use professional word selection​

• Maintain proper punctuation​​

Voice​ 

• Tone​​

• Pace​​

• Professionalism​​

• Grammar and punctuation​​

• Use your own voice​

• You can hear a smile​ (phones)​

Identify and Evaluate​​ 

• Let the customer know you understand them, and that you are capable of helping them.​​

• Ex. "If I am understanding you correctly, you are having issues paying your tuition because it won't let you access your finance tab, is that correct?"​​

• This will act as a natural transition into an empathy statement.​​

• By restating you are showing that you are listening to the student and that you are choosing the right words and phrases to support their need. ​​

Empathy​ 

• Creates connections!​​

• It can be both positive and negative things​​

• Helps the student to feel supported​

• Increases the chance that students will contact us again if they run into a problem​

Words​ 

• You vs. Me​​

• Creates competition​​

• We, us, our, and passive voice​​

• “Nothing I can do”​​

• OK well now what? There's no resolution​​

• Offer options, solutions, references​​

• Sorry​​

• Needs to be genuine, or it comes out as ”sorry-not-sorry”​​