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HES Customer Service
We provide education, training, assessment and advisory services,
to supplement and enhance your staff.
"Your ability to implement strategy is highly
dependent on the tactical plan that supports the
strategy."
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CUSTOMER SERVICE
HES Support Services are especially helpful to
schools and organizations wanting to enhance enrollment
outcomes through improvements in compliance, the quality
of student service, operating efficiency, and systems
management. In most cases, we customize support services
to meet on the client’s needs and goals. Some examples
of support services include:
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HES SILENT SERVICE ASSESSMENT™
- SECRET SHOPPING
Many major industries use some form of secret
shopping to help evaluate the quality of their services
and products. It is very common for a bank or major
retailer to secret shop their customer service
operations to evaluate whether the service provided by
employees is meeting both company and customer
expectations. In our work with colleges and
universities, we find that the quality of service
provided by enrollment staff to prospective and
returning students influences enrollment outcomes.
Higher Ed Strategies, LLC is now offering a service
to the higher education community that provides
institutional leadership a tool to both evaluate and
monitor the quality of service provided to students. Our
Silent Service Assessment™ makes use of secret shoppers
trained to collect data and conduct evaluations of
products and services according to specific research
protocols within the higher education market. We
consider all forms of service delivery including print
and online media and the “in person” experience. This
third - party unbiased perspective on the quality of
service provided to students and parents helps colleges
and universities develop student - centered customer
service approaches by:
- Identifying gaps between institutional customer
service expectations and reality
- Identifying opportunities for operating
efficiencies by testing policies and procedures and
how they affect the student and parent experience
- Improving enrollment management operations by
identifying delivery system chokepoints and areas for
improvement
- Improving enrollment and retention through better
service delivery
- Coordinating services across departments.
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