Objectives

Why customer
service is important

How to best utilize
your team for
effective customer
service
What if…
Recognize these companies?

It’s my pleasure! or Eat More Chikin!

What can brown do for you?

You’re in good hands with _______.

Just do it!

Have it your way.
WHY does customer service
matter?
1. First Impressions
What does your office look like?
How are students greeted?
Long lines or speedy service?
Happy Staff =
Happy Customers

Seattle Sonics example

Chick Fil A philosophy
3. Happy Customers =
free positive advertising

Happy customers who get their issue
resolved tell about 4-6 people about their
experience. White House Office of Consumer Affairs, Washington DC
4. Unhappy Customers =
Free negative advertising

A dissatisfied consumer will tell between
9 and 15 people about their experience.
 About 13% of dissatisfied customers will
tell more than 20 people.
White House Office of Consumer Affairs,
Washington DC

NASFAA’s 2012 Staffing Model Report
indicates that only 20.4% of students are
satisfied with financial aid services.
And if it goes viral…
Student Perspective:

Counselors seemed like they were
“annoyed” with students.

Lines were too long.

Counselors could not answer basic
questions.
Actual blog post from student:
“I am attempting to attend a university which has
persistently lost my financial aid paperwork. You
did not address the difficulty and anxiety of
providing very detailed financial records and
information, like bank statements and IRS
documents, and how it feels to interact with
indifferent, incompetent staff who believe that
they are always “right”…ESPECIALLY when they
lose that same paperwork, which often has your
social security and other material listed
prominently.”
HOW
can we effectively
provide customer service?
1. Hire the right people

“WHO” is on your team?

Evaluate your team members’ skill sets and
place them in areas that best serve the team.

Put your best people on the front lines!

Revisit the evaluation process to ensure
everyone’s serving in the right place on your
team.
Customer Service Manager’s
Perspective
Looks for:
 Punctuality
 Positive attitude
 Good communication skills
 Willingness to learn and understand the
information
Advice to other managers:
 Provide encouragement to staff often
 Do not micro-manage
Financial Aid Advisor’s
Perspective

Look for someone who is honest, detail
oriented, a team player, excellent computer
skills, critical thinker, preferably has a
Bachelor’s Degree

Communicate, communicate,
communicate!

Encourage staff often

Bring treats if necessary 
2. Train and communicate OFTEN

Provide periodic training on policies and
regulations

Offer access to certification in areas that
pertain to financial aid

Cross train staff

Host an annual staff retreat

Provide scheduled time for processing of
loans, verification, etc.
3. Exceed Expectations

Address the student by name

Listen intently

Return phone calls/e-mails in a timely manner

Resolve issues as quickly as possible
4. Improve the process

Implement a Student Checklist to help
reduce repetitive questions

Designate one line for students turning in
documentation ONLY (Express Lane)

Provide privacy for students who need to
discuss sensitive family circumstances
regarding financial aid
5. Help Angry Customers

Actively listen – allow “vent” time

Body Language – give undivided attention

Restate what you’ve heard

Resolve the issue as quickly as possible
One last thing…
“People don’t care
how much you know
until they know how
much you care.”
Theodore Roosevelt
For more information:
OSFA’s Outreach Team is available to provide
Customer Service Training to your staff.
Please contact:
Lori Auxier
Director of Outreach Services
561-357-6340
Lori.Auxier@fldoe.org
Website Info:
www.FloridaStudentFinancialAid.org
www.NavigatingYourFuture.org