SCIS

Customer Service

100

"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

200

Interrupting or over-talking & showing disinterest through tone or body language are examples of....

Wrong practices

300

A student or customer has a complaint. Instead of trying to fix it ourselves, we should....

Provide information and contact to supervisor

400

When handling upset callers, our demeanor should be?

Calm and empathetic

500

Phrase when closing a chat or ending a text, email, or phone call.

"Is there anything else we/I can assist you with?"

MyMTC

100

Vehicle Registration location

MTC Student Essentials

200

D2L location

MTC Shared Essentials

300

Make Orientation/Advisement appointment location

Academic Advising Students box and current or returning students link

400

Healthcare information sessions

MTC Student Essentials box and Student Bulletin Board link

500

Change of Major location

Student Records box

Midlandstech.edu

100

Schools of Study location

Programs and Courses tab

200

Veterans Educational Benefits location

Financial Aid and Tuition Tab

300

Counseling, Career, and Disability Services location

Student Resources Tab

400

Academic Calendar location

About tab

500

Chat feature location

Bottom right corner of homepage

Office Functions

100

5 essential office functions

Call center, CHAT, Text, Email, Walk-ins

200

Student or Customer wants to speak with the President or Student Ombudsman

Ask politely for the name and purpose of the call, direct to appropriate contact or office

300

Return phone calls

Within 4 hours and no later than 24 hours

400

Even though MAV answers most chats, we should

monitor for unanswered chats and correct responses

500

Cold transferring of all calls is OK!

false - only cold transfer to Financial Aid or CCE

Student Information

100

Specialized customer relationship management and enrollment platform

Recruitment

200

Cloud-based software to manage electronic forms and automated workflow for transcripts, citizenship documents, acceptance letters, etc.

Etrieve Central

300

View student schedule, person restrictions, academic standings, academic credits, citizenship documentation, etc.

Ellucian Colleague

400

View or make Orientation/Advisement reservations

Achieve

500

We do not need to look up each student we interact with in our systems to provide the best service.

False