Customer Service
"I'm not sure, but I will find out!"
"What else can I do for you?"
"I apologize for our mistake. Let me make it right."
These are all of examples of...
10 important phrases in customer service
Vehicle Registration location
MTC Student Essentials
Schools of Study location
Programs and Courses tab
5 essential office functions
Call center, CHAT, Text, Email, Walk-ins
Specialized customer relationship management and enrollment platform
Recruitment
Interrupting or over-talking & showing disinterest through tone or body language are examples of....
Wrong practices
D2L location
MTC Shared Essentials
Veterans Educational Benefits location
Financial Aid and Tuition Tab
Ask politely for the name and purpose of the call, direct to appropriate contact or office
Cloud-based software to manage electronic forms and automated workflow for transcripts, citizenship documents, acceptance letters, etc.
Etrieve Central
A student or customer has a complaint. Instead of trying to fix it ourselves, we should....
Provide information and contact to supervisor
Make Orientation/Advisement appointment location
Academic Advising Students box and current or returning students link
Student Resources Tab
Return phone calls
View student schedule, person restrictions, academic standings, academic credits, citizenship documentation, etc.
Ellucian Colleague
When handling upset callers, our demeanor should be?
Calm and empathetic
Healthcare information sessions
MTC Student Essentials box and Student Bulletin Board link
Academic Calendar location
About tab
Even though MAV answers most chats, we should
monitor for unanswered chats and correct responses
View or make Orientation/Advisement reservations
Achieve
Phrase when closing a chat or ending a text, email, or phone call.
"Is there anything else we/I can assist you with?"
Change of Major location
Student Records box
Chat feature location
Bottom right corner of homepage
Cold transferring of all calls is OK!
false - only cold transfer to Financial Aid or CCE
We do not need to look up each student we interact with in our systems to provide the best service.
False