Customer Service Audit
A key factor in whether a student actually enrolls at a college is the amount of information the student receives when inquiring about the College – whether by telephone or by the College’s web site. A student is simply not going to enroll if they can’t get information on your college, or if they receive a bad first impression.
A CLARUS Corporation Customer Service Audit can help your college improve its customer service by answering these questions:
- What sort of first impression does your college make: are phones answered promptly and are personnel friendly?
- Are students able to get the information they need without multiple transfers?
- Is the requested information sent in a timely manner – or at all?
- Do website inquiries receive the instant response expected by today’s students?
CLARUS Corporation personnel will “shop” your college by telephone and your website to determine the first impression your college makes on prospective students. We will call during different times of the day and week with specific requests for information, as well as request information via the website, and evaluate the response given by College personnel.
The results of the Customer Service Audit will provide your college an assessment of how first contacts are handled and what image they create of your college. You will receive a summary of your college’s response rate as well as what information is sent out, how quickly it is sent out, if it meets the student’s needs, and if it matches College policy on what is to be sent. CLARUS Corporation will also provide concrete recommendations on steps your college can take to improve their customer service.
With over 20 years of experience working with community colleges, the CLARUS team can help you evaluate your customer service and put your best foot forward. To get started, contact us today!