12 Fundamentals of Great Customer Service

12 Fundamentals of Great Customer Service
Bill Bradfield
Executive Vice President of Business Development, Greenwood Hall

A couple of years ago I put together a little e-book I called the 12 Fundamentals of Great Customer Service.  The purpose was really to create a guide for our new service center agents and student counselors.  More deeply, however, it was an act of thanks and genuine affection for my folks who were on the front line of student service and student support.  Those folks taught the market and, frankly, taught me what customer service was all about.

I now work with a new company, with a whole new set of student service centric folks.  Their dedication to the student experience and to student success has motivated me to reread and maybe republish that guide.  This is one man’s view of what makes student centric customer service great, but it is also a tribute to those folks who deliver it every minute of every day.

The twelve fundamentals I observed are:

  1. Professionalism
  2. Ownership of the Incident
  3. Listening
  4. Assurance of Resolution
  5. Explaining
  6. Patience
  7. Caring
  8. Empathy
  9. Being Real
  10. Trusting the Process and the Tools
  11. Trusting Your Skills
  12. Exceeding Expectations

Obviously, there is a lot in the way of descriptions and examples around each of these, but as I recreated the list I was struck at how applicable they are to all personal interactions.  Thanks to the folks on the front line, for all they do.