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Face-to-Face Best Practices

Management Best Practices 

  • Frequently reinforce service values/expectations through training, meetings and feedback.
  • Require employees to wear their name badges at all times. This helps students distinguish employees from other students, which enables them to know who can answer their questions. It also is a good security measure.
  • Consider having employees wear an easy-to-recognize DCCCD polo shirt (or some other item of clothing) so they will be easily identifiable to students
  • Make employees aware that a mystery shopping program is in place and that they will be “shopped” at least once each year.
  • Recognize and/or reward employees who get outstanding scores on their mystery shopping ratings.
  • Ensure that there is always at least one live person answering the telephone in each department.
  • Create a Welcome Center where students can come for information and assistance. Staff the Welcome Center with stipend students and/or club volunteers.
  • Assign greeters during peak registration to ensure that all students feel welcomed and can quickly and easily get answers to their questions.
  • Develop a Student Needs Help form that employees can give to students who have complex, multidisciplinary problems. The form should include:
  • Brief summary of what the student needs and why:
    • Where the student needs to go (room number, telephone number and map)
    • Name of the person they are to speak to (if applicable)
    • What to expect when they get there
  • Develop effective, positive boilerplate responses for tough, frequently asked questions.
  • Provide employees with customer service tools (similar to BHC’s Green Sheet) that include telephone numbers, answers to frequently asked questions, maps for walking tours (include talking points for each stop on the tour and/or MP3 audio files like Dallas Museum of Art tours)
  • Ensure that employees know the district Web site provides an easy-to-use knowledge database of Frequently Asked Questions to help employees answer student questions
  • Keep a notebook (or Web page with access to Resource 25 information) of campus activities updated and easily available for telephone support staff.
  • Share your department’s procedures with other departments so that they will be able to give students accurate, timely information about your department.
  • Have regular service meetings with other departments that provide student services. You can share information and resolve service issues.
  • Make better use of technology to help with “wayfinding.” Perhaps use kiosks, podcasts or other emerging technology to help students find their destination and/or what is happening on campus that day. Maybe broadcast “Are you lost?” info for students to access via the radio waves.
  • Provide a formal channel for employees to report student feedback. 

Staff Best Practices

  • Acknowledge students/clients/customers (smile; greet; make eye contact).
  • Use the student’s name during your conversation.
  • Treat the student with dignity and respect.
  • Use the LEARN method (DCCCD's Problem Resolution Process) to help students who need help in resolving a problem.
  • Encourage self-service by giving students the Web site shortcut to your department’s frequently asked questions.
  • When a student has a complex, multidisciplinary problem, fill out a Student Needs Help form.
  • If a student is lost, walk with him/her to the destination. If you cannot leave your post, try to find another staff member or manager who can walk with the student. If neither of the above are options, give the student a map, then draw the best route for him/her to take to his/her destination.
  • After you assist a student, if the opportunity arises, follow up with him or her to make sure that he or she had a satisfactory experience; e.g., if you see the student later in the day on campus, ask if the issue was satisfactorily resolved.
  • Keep maps readily available to guide students to their destination. (Have printed copies available in a brochure holder.)

Approved by the Chancellor's Staff on March 8, 2010