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Gary Schindler |
Student Service Expectation One
Students should be given courteous and concerned attention to their needs and be valued as people.
- Stay focused on the student. Use stress management and don't take out the stressful day on the student.
- Ask the student at the end of your conversation, "Is there anything else I can do for you today?"
Student Service Expectation Two
The processes, rules, and regulations of Riverland Student Services should be created or changed to assure that students are kept at the center of the institution.
They should be as clear and student-friendly as possible.
- Always inform the student of the processes, rules and regulations.
- Find the right people. Processes, rules, and regulations should be in place to assure that students are kept at the center of the institution.
Student Service Expectation Three
Be clear, student-friendly, and honest in all communications to students.
- If you don't know the answer, be honest & refer to those who do know. Explain that you don't know but assure them someone will help them.
- Add "Thanks for asking" when sharing information students may not agree with (financial aid explanations); soften the negative and reinforce they had a valid question.
- Don't make promises you can't keep.
- Don't "misrepresent" the process or steps that must be taken.
- Don't use jargon; use language students understand.
- Remember the students (especially younger students) are new and may not be aware of our expectations.
- Be clear: make notes to guide them, step-by-step, call ahead to makes sure staff will be there to help if you areStud referring.
Student Service Expectation Four
Students can never be an inconvenience. They are not an interruption in our work.
They are our work. Providing good service is our job every day.
- In All Things..." 1) Students needs are first, followed by our daily work, 2) A student's first impression sets the tone for the service they receive and how they feel their request is accommodated, 3) Staff rudeness is never tolerated.
Student Service Expectation Five
Just because someone else did a disservice to a student, it does not relieve you of doing what is right.
- Apologize, make it right even if we have to work twice as hard to gain their trust and confidence.
Student Service Expectation Six
Students deserve an environment that is neat, bright, welcoming, personalized, and safe.
- Neat: All staff cooperate to ensure that our common areas are clean, inviting and free of clutter. Our office décor is appealing and comfortable for staff and students alike.
- Bright: We enjoy a spacious area with large windows and excellent lighting that lend to a particularly "bright" environment.
- Welcoming: Staff are warm, welcoming, and open as they approach students. We smile. If a student is standing at the front desk (and no one is there at the time) other staff members make it a priority to greet and serve the student. The waiting area has comfortable seating, reference materials, toys.
- Personalized: Staff know and recognize many of our students - often on a first name basis. We create a friendly, supportive environment that is responsive to individual student needs and requests.
- Safe: We take all necessary precautions and actions to ensure the physicals safety of our students. Fire drills and other emergency response plans are taken seriously and followed precisely. We also ensure the confidentiality of our students' information and interactions.
Student Service Expectation Seven
Students are not really customers. They are professional clients.
- We sell to customers and sometimes it is only a one-time contact.
- We build relationships with clients and have several contacts with them.
- Client relations is a win-win situation because the staff member is building a positive relationship and the client knows there is support and there is someone they can go to for help.
- We have more respect and more concern about the outcome because we do have a relationship wit the client. Because we have more than one contact with the student we will be more supportive than with customers.
Student Service Expectation Eight
The student is not always right and neither are you or I.
Seek first to understand their situation and educate them on process and procedure.
- Two way respect. No finger pointing.
- Make a positive spin on process and procedures.
- Direct questions to appropriate department or person.
- Everyone is human.
Student Service Expectation Nine
Satisfaction is not enough and never the goal. Exceed student expectations.
Give the student more than they may expect.
- Ask the student at the end of your conversation,
- "Is there anything else I can do for you today?" Satisfaction is never our goal.
Student Service Expectation Ten
To every problem there is a solution.
Seek out the appropriate solution or resources until the problem is solved.
- Communicate and educate policies and consequences.
- Ensure student understanding of policies.
- Ask the student at the end of your conversation, "Is there anything else I can do for you today?"
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