Chatt state vs. UTC

Funny experience i wanted to make note of. I just called both CSTCC & UTC to inquire about enrollment. Now I attended UTC for 2 years right after high school before transferring and graduating from MTSU. I called admissions at both. At Chatt state, the lady was extremely pleasant, she inquired as to my intentions so that she could better assist me. She got my info and told me she would have a packet with the application & catalog in the mail within 3-4 business days (its almost x-mas so I'll understand if it takes a few extra days.) She answered my questions and gave me the info I needed to get my transcripts sent from MTSU. Overall top marks for customer service skills. Then I called UTC for the same info & same questions. All I got from the lady in the adult services center was to go online & check the web page. I asked about getting a catalog but apparently they don't want to send those until you've paid your application fee (Chatt State has a fee too, but that didn't stop her from including it with the application.) She hung up before I was able to finish writing down the web page address without giving me any name or number to call in case of questions. Sadly, very poor marks on customer service.

Let me explain why this irks me. Customer service skills (whether internal or external, customer vs colleague) are basic and universal. ANY job that requires you to deal with people can be better performed by applying this skill set. From construction to food service to retail, the list goes on... Its amazing how a little courtesy , respect and patience can improve a work environment and customer satisfaction.

Rule 1~ BE RESPECTFUL; yes sir/ma'am, please, thank you can make any conversation more pleasant. also (especially for lower level, non-supervisory employees) they appreciate a respectful tone because it is so rare when dealing with the public.

rule 2~ when opening the conversation, openly ask for help, 'I was hoping you could help me out or point me in the right direction,...' When you elevate someone's importance and then ask for help, whether they realize it or not, you're stroking their ego. My making it seem like you need THEIR help, they get a little superiorty buzz. Even if it is completely false, most people like to help, when it is easy & they are asked nicely. Even if it is just to direct you to someone else, you have made a positive impression. And if the time ever comes again that you need their help again, they will remember and that usually speeds up your service. NEVER DEMAND ASSISTANCE, 99% of the time it will just immediately alienate the other party and cause hurt feelings. Think back with your own experiences, do you continue to frequent a restaurant where the servers are rude?

rule 3~ PATIENCE - understand that sometimes help takes time. Just because you don't get an immediate response is not a personal snub towards you. There are always times that whoever you asked may not know. If they need to look it up or get an answer from someone else, that is perfectly fine. Give them time. Same goes for assisting someone else yourself. Take the time to get the right answer. If you need additional time, tell the customer. They'll appreciate the candor and understand that you are trying your best.

There is a lot more to good customer service than that but by following these simple guides you'll find that your experinces take on a more positive tone and the individuals you are dealing with will appreciate it.

BEWARE THE INTENT OF A PATIENT MAN