{"id":14738,"date":"2022-11-23T16:26:46","date_gmt":"2022-11-23T10:56:46","guid":{"rendered":"https:\/\/justcall.io\/blog\/?p=14738"},"modified":"2023-06-28T17:58:09","modified_gmt":"2023-06-28T12:28:09","slug":"customer-service-in-education-sector-important-tips","status":"publish","type":"post","link":"https:\/\/web.justcall.dev\/blogv2\/customer-service-in-education-sector-important-tips.html","title":{"rendered":"Customer Service in Education Sector: 10 Important Tips"},"content":{"rendered":"\r\n

The term customer service in Education sector\u00a0is virtually unheard of. However, educational institutions looking to gain a competitive edge are understanding the importance of integrating customer service within their competitive strategy.<\/p>\r\n\r\n\r\n\r\n

A smart move as, according to research, a staggering 52%<\/a> of students consider themselves ‘customers of the university’ and expected good customer service for the price paid by them. In this blog, we will look at the top customer service strategies<\/a><\/span><\/strong> that educational institutions can embrace and make their own.<\/p>\r\n\r\n\r\n\r\n

What Does Customer Service in Education Entail?<\/strong><\/h2>\r\n\r\n\r\n\r\n

Customer service in education holds prime importance. In the educational system setting, these “customers” can be students, parents, and other stakeholders such as local governments and board members, for instance.<\/p>\r\n\r\n\r\n\r\n

In terms of the impact of poor customer service in education, Stanford University claims that the attrition cost is a mind-boggling $40,000<\/a> for students who leave after three or more years of attendance. Plus, if students continue to struggle with poor experiences at their institution of choice, institutions risk getting bad word-of-mouth publicity<\/a><\/span><\/strong>. Naturally, over time, the institution’s enrollment and retention rates will decline.<\/p>\r\n\r\n\r\n\r\n

So, suppose your educational brand wants to retain its public image and deliver a superior customer experience<\/a><\/span><\/strong> to the students. In that case, you need to have the right tips integrated into your CX strategy. Keep reading to know what these are.<\/p>\r\n\r\n\r\n\r\n

Top 10 Tips for Customer Service in Higher Education<\/h2>\r\n\r\n\r\n\r\n
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Expert-Approved Tips<\/td>\r\nHow to Implement It?<\/td>\r\n<\/tr>\r\n
1. Create accurate, unique, and in-depth student personas<\/strong><\/td>\r\nRemember that you are dealing with different types of student bases such as millennials, domestic and international students, athletes, first-year students, low-income students, etc. Start by identifying your student’s needs and create different clusters categorizing students who demonstrate the same patterns\/characteristics.<\/td>\r\n<\/tr>\r\n
2. Create a shift in the cultural mindset of the institution<\/strong><\/td>\r\nTo deliver a great customer experience, your teachers and staff need to be invested in this effort. Make sure to collaboratively communicate to them why quality customer service is important<\/a><\/span><\/strong> and set the right expectations as well as best practices for them to follow. If everyone is aligned to the same end-goal, you’ll reach there faster.<\/td>\r\n<\/tr>\r\n
3. Invest in customized tools to make the job easier for your staff members and faculty<\/strong><\/td>\r\nInvesting in the right tech stack will not only lower costs and improve the customer experience, but it will also take off the workload of your already burdened staff members. Moreover, the younger generation expects institutions to be up to date with technology and drive innovation wherever possible. Some tech tools that you can consider include live chat, helpdesk center, AI-powered chatbot<\/a><\/span><\/strong>, private cloud, etc.<\/td>\r\n<\/tr>\r\n
4. Ensure that your First Time Response Rate\u00a0 (FTRR) is legendarily high<\/strong><\/td>\r\nWhether it is students, parents, or even teachers, everyone expects instant and efficient responses to queries and concerns. If you are providing remote courses, you need the right cocktail of customer support tools such as live chat, knowledge base, etc.<\/td>\r\n<\/tr>\r\n
5. Think about the performance metrics you wish to measure<\/strong><\/td>\r\nThink about the goals of your customer support program. Some metrics you can measure<\/a><\/span><\/strong> include retention rate<\/span><\/strong>, student satisfaction levels, etc. Make sure to roll out strategically-conceived short surveys (such as NPS surveys) that can provide both qualitative and quantitative feedback into what’s working and what’s not.<\/td>\r\n<\/tr>\r\n
6. Ensure that your customer service is empathy-driven<\/strong><\/td>\r\nWith a change in the type of learning modules and formats, it has become essential for institutions to provide an empathetic customer experience. Note that your students may be struggling with new digital formats and may need extra assistance.\u00a0<\/td>\r\n<\/tr>\r\n
7. Focus on delivering omnichannel support<\/strong><\/td>\r\nYour students may reach out for support on multiple platforms such as email, social media pages, phone, forums, live chat, and so on. This is why, you must focus on setting up a customer service department within the school\/college\/university, which specifically caters to student\/parents questions and addresses their needs in real-time. You also need to integrate an all-in-one communication software that allows your customer support team to capture critical data from multiple touch-points and approach queries with the right context. You can also set up an education call center\u00a0if you notice that you are getting greater volume of queries or have the luxury of student-campus interactions.<\/td>\r\n<\/tr>\r\n
8. Ensure that your institution is compliant with all the local, legal, and regional regulations with respect to data privacy and security<\/strong><\/td>\r\nAnother critical element of a great customer experience is the ability to protect your student’s data, which may be captured within your IT databases and your helpdesk. These systems house important information such as name, home address, financial detail, etc., which may be valuable to hackers. So, make sure to invest in a foolproof and secure software.<\/td>\r\n<\/tr>\r\n
9. Create a robust knowledge base within your official website<\/strong><\/td>\r\nCreating a comprehensive knowledge base can be beneficial for your students, their parents, and your employees. They can: – Find answers to the most common questions – Access in-depth guides on campus life or other valuable resources\u00a0 – Gain instant access to useful information such as admission forms, exam dates, and other time-sensitive information–all at the click of a button With more and more people preferring to go for self-service support channels, a knowledge base is a must-have tool.<\/td>\r\n<\/tr>\r\n
10. Collect student and parent feedback<\/strong><\/td>\r\nFinally, it is important to continuously collect student and parent feedback on how the institution is faring, the quality of teaching as seen from the student’s eyes, etc. Once you have the feedback, analyze it and put it to action, if it can improve the existing state of the customer service.<\/td>\r\n<\/tr>\r\n<\/tbody>\r\n<\/table>\r\n<\/figure>\r\n\r\n\r\n\r\n

Final Thoughts<\/strong><\/h2>\r\n\r\n\r\n\r\n

As is with businesses, educational institutions too need to laser-focus on delivering a high-quality and consistent customer service. Take a cue from the tips outlined above and give your institution the edge it needs (and deserves).<\/p>\r\n","protected":false},"excerpt":{"rendered":"

The term customer service in Education sector\u00a0is virtually unheard of. However, educational institutions looking to gain a competitive edge are understanding the importance of integrating customer service within their competitive strategy. 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