Customer care process at Educational sector
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Customer care process at Educational sector

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Process regarding proper customer care in Educational institutes.

Process regarding proper customer care in Educational institutes.

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Customer care process at Educational sector Customer care process at Educational sector Presentation Transcript

  • BAC
    CUSTOMER CARE PROCESS&Student Counseling Service
    5/24/2011
    BAC
  • WHY Customer Care (CC)?
    Streamlined sales and marketing processes
    Higher sales productivity
    Added cross-selling and up-selling
    Improved service, loyalty, and retention
    Increased call center efficiency
    Higher close rates
    Better profiling and targeting
    Reduced expenses
    Increased market share
    Higher overall profitability
    Marginal costing
    5/24/2011
    BAC
  • Phases of Customer Care Process
    Acquire: a CRM can help a business in acquiring new customers through excellent contact management, direct marketing, selling and fulfillment.
    Enhance: a web-enabled CRM combined with customer service tools offers customers excellent service from a team of trained and skilled sales and service specialists, which offers customers the convenience of one-stop shopping.
    Retain: CRM software and databases enable a business to identify and reward its loyal customers and further develop its targeted marketing and relationship marketing initiatives.
    5/24/2011
    BAC
    View slide
  • OUR MOTIVE
    We believe that a successful and motivated student, with a good support system, is a happy student.
    5/24/2011
    BAC
    View slide
  • Student Counseling Service (SCS)
    Our Student Counseling Service (SCS) offers a range of services to ensure-
    Each student gets the support they need.
    Our service is targeted to help students with their academic performance
    To help student’s overall lifestyle,
    It is available free of charge to all students
    5/24/2011
    BAC
  • What SCS Does?
    SCS offers each student an opportunity to discuss their personal or emotional issues and to mobilize their support network in order to receive the support they need.
    Our counselors are dedicated professionals, who focus on the student and are committed to improving student wellbeing and making sure that students receive the support they need.
    We provide counseling assistance for a wide range of issues in a comfortable, calm and confidential environment where students can explore and better understand the concerns that are troubling them.
    5/24/2011
    BAC
  • What SCS Does? Cont….
    The Student Counseling Service is also well connected with service providers within the community. Whatever the challenge that you are facing, a counselor will work with you to identify your needs and, when necessary, will be able to refer you to suitable resources and professionals.
    In addition to counseling appointments, SCS also offers plenty of self-help resources and information about common problems experienced by students.
    5/24/2011
    BAC
  • GREETINGSwith smile and energetic way.
    Good Morning/ Good Afternoon/ Assalamualaikum.
    How are you sir/ madam?
    I’m XYZ.
    May I know your name please?
    Where did you find about BAC?
    Can I have your Number please?
    Tell me how can I help you today?
    5/24/2011
    BAC
  • EXPLAIN PRODUCTno matter what he is enquiring for, give them this info
    International Recognition of BAC’s Degree.
    Bangla medium students can not access Int. Degrees straight away.
    Financial Flexibility to acquire int. degree.
    Value of Int. Degree at work place.
    Cont…
    5/24/2011
    BAC
  • Job oriented/ vocational education system
    Time saving
    BCS can be done with MS degree in same time of Bachelors. That is 4 years time masters complete.
    HND is level 5 and HNC level 4.
    Explain everything in a loose sheet and give it to them.
    EXPLAIN PRODUCTno matter what he is enquiring for, give them this info
    5/24/2011
    BAC
  • ASK FOR TEA/ REFRESHMENT
    Even if he /she says NO, serve tea or water
    Serve chilled water with biscuit.
    5/24/2011
    BAC
  • ANSWER ALL THE QUERIES
    Answer with a positive mode.
    If any info unknown, make sure with higher authority before giving assumed answer.
    Take note of his/her queries
    Note down his/her data.
    5/24/2011
    BAC
  • WRAP UP
    Try to end up your session with a good smile
    Shake hand or bow.
    Say THANK YOU loudly.
    Give your Identity card to them
    Assure them about you are ready to help them anytime about anything.
    5/24/2011
    BAC
  • FOLLOW UP
    Call the visitors to say Hello from BAC
    Remind them looking at the NOTE BOOK, what they were looking for.
    Let them know about the packages we are offering for him/her
    Invite them to visit the campus again
    Make sure you are ready to help them if they are interested.
    5/24/2011
    BAC
  • Administrative Duties
    Performs administrative and office support activities for multiple supervisors. Duties may include –
    fielding telephone calls,
    receiving and directing visitors,
    word processing,
    filing, and faxing.
    They need extensive software skills are required, as well as Internet research abilities and strong communication skills.
    5/24/2011
    BAC
  • Administrative Duties
    Priorities
    Communication
    Phone
    Appointments/Meetings
    Confidentiality
    Visitors
    Travel
    Data Management
    Routines
    Projects
    Supervision
    Recruitment Process Support.
    5/24/2011
    BAC
  • Telephone Operator
    A telephone operator is vital to the success of a business.
    Often times, the customer's first encounter with the business is via the telephone operator. The impression that he makes upon the customer is typically the first impression of the business.
    If the telephone operator speaks clearly and handles the call in a professional manner, most likely the customer will be left with a good impression of the company. The telephone operator can have many duties that she must juggle at one time.
    5/24/2011
    BAC
  • Telephone Operator Duties
    Answering Calls
    Taking Messages
    Assist Customers
    Clerical Duties
    5/24/2011
    BAC
  • ANY QUESTION?????
    5/24/2011
    BAC