[NASFAA 2018 Session] Breaking Customer Service Rules to Provide ‘Uncommon Service’ to Your Students

“Breaking Customer Service Rules to Provide ‘Uncommon Service’ to Your Students”—a NASFAA 2018 session in Austin—featured Mike Johnson, Director Student Financial Aid & Scholarships for Portland State University, Kristen Duncan, Director of Financial Aid for Southern Oregon University, and Chrisy Woll, VP of Customer Success for CampusLogic. These industry experts shared tips and best practices for creating the BEST student experience by managing culture, budget, and metrics.  

NASFAA 2018 Session: Uncommon Service

How can underperforming in the FA Office create better service experiences? How can you manage students’ and parents’ behaviors and expectations—and cover the costs of optimal service? WASFAA past-president Mike Johnson explains, inspired by the book “Uncommon Service: How to Win by Putting Customers at the Core of Your Business.” He was joined by customer success guru Chrisy Woll, who manages high expectations from 450 institutions serving 3 million students. Woll embraces the concepts of grit, simplicity and servant leadership—but measures by NPS. Learn how breaking the rules can change the game, and drive customer and employee satisfaction.

Key Takeaways

1. Creating a Culture of Customer Success
   • Pillars of customer success
2. You Can’t Be Good at Everything
   • The 80/20 Rule
   • What do FinAid customers value most and least?
3. Someone Has to Pay for It
   • Use creativity to stretch budgets and improve customer success
   • Strategic vision doesn’t always translate down into FinAid Office budgets—be proactive!
   • Embrace low-cost, high value solutions, ideas, and technology
4. It’s Not Your Employees’ Fault
   • Design your model for real employees and students, not hypothetical ones
5. You Must Manage Your Customers
   • Customers’ changing expectations
   • Set realistic service expectations
   • Technology drives customer success
   • Managing requires measuring

Download the presentation here >