Customer ServiceAASFAA April 24, 2015

Customer ServiceHow Do We Keep Everyone Happy?

What is Customer Service?

• "Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation."

Customer Satisfaction Experience

• Over 60% of customer service managers select customer satisfaction as the key metric for determining success of their organization.

• Secondary priorities include first call resolution.

• Average handle time.• Average wait time

Customer Experience Statistics

• U.S. Consumers prefer to resolve their issues – Telephone (90%)– Face to Face (75%)– Website or E-mail (67%)– Online Chat (47%)– Text Message (22%)– Social Networking (22%)

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Arkansas State University - Financial Aid & Scholarships Customer Service Survey

• Friday, April 24, 2015

Card Swipe System

Card Swipe System

Q1: What was the purpose of your contact? (Check all that apply)

Scholarship Information 17.58% 58

Loan Information 58.48% 193

Pell Grant Information 17.79% 62

Work Study Information 0.91% 3

Academic Progress Information 4.85% 16

General Information 14.55% 48

Other Information 12.73% 42

Total Respondents 330

Why They Come!

Scholarship Information

Loan Information

Pell Grant Information

Work Study Information

Academic Progress Information

General Information

Other Information

0 50 100 150 200 250

Q2: Who did you speak with in our office?

Q3: Please rate your experience.

–

Strongly Agree – Agree – Neutral – Disagree – Strongly

Disagree – Total – Weighted Average –

–Staff was courteous and helpful.

86.97%287

8.79%29

2.73%9

0.61%2

0.91%3

330

1.20

–Staff provided complete, accurate information.

86.06%284

8.48%28

2.12%7

1.52%5

1.82%6

330

1.25

–My overall experience was positive.

86.67%286

6.67%22

3.33%11

1.21%4

2.12%7

330

1.25

Please Rate Your Experience

Strongly Agree

Agree

Neutral

Disagree

Strongly Disagree

0 50 100 150 200 250 300 350

My overall experience was positive Satff provided complete accurate information Staff was courteous and helpful

Q5: Would you like for us to contact you regarding your

visit?

Comments

1 She returns my email and replies in a very timely manner. 2/28/2015 Tawyna

2 I have always had great experience in the financial aid department. Everyone there is very courteous and helpful. 2/27/2015 Shelby and Christina

4 I had a wonderful experience! The staff was very help and willing to help me 2/25/2015 Vicki

6 I always know that I can count on Mrs. Shelby! :) 2/24/2015

7 Very helpful, very courteous 2/23/2015 ?

9 Very helpful. Thank you 2/13/2015 ?

10 Took 3 days to get my problem fixed 2/12/2015 Vicki

11 Thank you for the help! :) 2/12/2015 Tawyna

12 I love coming in and being assisted from Mrs. Erica. She is so nice and will answer my questions. She communicates well with us students. 2/10/2015

15 She explained everything perfectly. Thank you! 2/6/2015 ?

16 Shelby Bevly was very encouraging and answered all of my questions honestly as if she were talking to a friend and not a number in her office. I felt comfortable being in her office and much more aware of my financial aid situation when I left. 2/6/2015

17 Andrea was great! 2/5/2015

18 She was so helpful and very nice through the whole call. I wish I could remember her name. 2/5/2015

19 Very good experience very helpful 2/4/2015 ?

20 Very helpful and responded quickly. 2/3/2015 Victor

21 These guys are the best! 2/3/2015 Shelby and Christina

22 She was extremely helpful and had a wonderful attitude. All my questions were answered and I want to always see her for help, she is quick to help unlike the other women. Thank you financial aid and Mrs. Nelson 2/3/2015

Survey StatisticsFebruary Card Swipe Stats 2015

Name 2-Feb 3-Feb 4-Feb 5-Feb 6-Feb Total 9-Feb 10-Feb 11-Feb 12-Feb 13-Feb Total 16-Feb 17-Feb 18-Feb 19-Feb 20-Feb Total 23-Feb 24-Feb 25-Feb 26-Feb 27-Feb Total

Bdavidson 4 6 3 13 11 1 12 5 5 2 2

Ckostick 7 2 14 4 5 32 2 6 4 1 2 15 7 8 15 11 1 6 4 8 30

Cmartin 13 43 39 13 108 37 46 36 19 138 19 11 17 4 20 71

Enelson 6 5 1 8 20 2 3 5 9 19 1 1 2 4 3 11 1 19

Leeann 3 2 1 1 4 11 4 1 1 6 3 3

pmetz 10 7 11 7 7 42 5 4 6 2 3 20 10 3 5 18 2 4 4 3 13

Shelby 9 9 1 1

Jenna 15 17 17 13 6 68 8 8 8 6 30 10 6 6 22 7 1 3 9 20

Kathy 1 1

Victor 10 5 6 3 2 26 2 3 3 5 1 14 4 5 3 12

Wilma

Dabney 4 1 5 2 2 6 3 9

Robin K

Robin T 2 2 4 2 1 3 1 1

Tawyna 12 11 5 8 6 42 5 6 3 4 2 20 1 1 1 4 3 8

Terry

Vicki 3 5 1 9 6 3 4 3 16 12 6 18 2 4 5 4 4 19

Dena

Andrea 4 3 1 8 2 1 3

Kiffany 2 17 14 13 8 54 23 6 37 5 5 76 5 7 12 24 38 6 8 21 97

Gina 5 4 3 4 7 23 9 1 5 2 17 10 3 13 4 3 1 8

Paulette 1 3 4 3 3 1 1 1 1

Jon 12 8 6 5 10 41 14 10 7 12 6 49 26 10 36 20 17 10 8 11 66

Student W 3 7 1 2 1 14 4 7 3 2 16 3 3 4 2 2 8

Total 98 143 96 112 75 524 129 57 126 96 51 459 97 49 13 159 95 81 67 61 81 385

In Person 34 56 17 48 20 175 44 7 54 54 21 180 28 11 10 49 28 21 26 20 20 115

Phone 47 70 60 50 45 272 53 35 48 36 24 196 41 27 2 70 43 41 15 21 41 161

E-mail 17 17 19 14 10 77 32 15 24 6 6 83 28 11 1 40 24 19 26 20 20 109

Total 98 143 96 112 75 524 129 57 126 96 51 459 97 49 13 159 95 81 67 61 81 385

Feburary 2015 card swipes 1,527

Yearly Totals 20142014 Monthly Totals Contacts

Month Total

January 4397February 1989

March 1169April 1969May 2841June 2609July 3639

August 7167September 2951

October 1608November 1287December 1540

Total 331660

1000

2000

3000

4000

5000

6000

7000

8000

4397

1989

1169

1969

28412609

3639

7167

2951

16081287

1540

2014 Monthly Contacts

Yearly Total 20152015 Monthly contacts

Month Total

January 4423February 1527

March 1261

0

500

1000

1500

2000

2500

3000

3500

4000

4500

January February March

4423

15271261

2015 Monthly Contacts

Telephone System

• Allows office to monitor phone calls• Barge Calls (listen in)• Que (up to 20 at a time-largest number in queue 4)• Jabber (Instant messaging)• Phone Stats-End of Day

– Total Calls 226– Calls Handled 224– Abandoned 2– Average wait 6 seconds– Longest wait 49 seconds

Calls - 3-1-14 to 4-10-15Agent Name Agent ID Extension Average Logged in Time Calls Handled Calls Presented Handle Ratio

Andrea Jones aljones@astate.edu 7353 7:28:37 1009 1176 0.86

Brian Davidson bdavidson@astate.edu 7348 6:23:28 7 7 1

Christina Kostick ckostick@astate.edu 7031 7:30:23 136 158 0.86

Cora Martin coramartin@astate.edu 7339 3:21:49 2492 3245 0.77

Erica Nelson enelson@astate.edu 7340 33:45:14 2531 3421 0.74

Financial Aid Student fastudent2 7343 3:12:12 2041 2082 0.98

Financial Aid Student fastudent1 7345 5:19:52 1717 1738 0.99

Financial Aid Student fastudent3 7335 4:02:55 2458 2556 0.96

Financial Aid Student fastudent5 7350 25:46:00 129 140 0.92

Financial Aid Student fastudent4 7344 4:00:51 1819 1837 0.99

Jenna Sandefur jsandefur@astate.edu 7028 9:04:09 9906 10046 0.99

Jonathan Woodard jwoodard@astate.edu 5500 1:29:19 1 2 0.5

KATHY LAMBIE klambie@astate.edu 7346 2:04:14 598 641 0.93

Keith D'Atrio kdatrio 3443 0:11:54 11 13 0.85

Leeann Castleberry lcastleberry@astate.edu 7359 6:00:11 3767 4371 0.86

N BRADLEY nbradley@astate.edu 7347 4:44:46 908 1041 0.87

PATRICIA METZ pmetz@astate.edu 7355 3:53:33 3868 4901 0.79

ROBIN KALOGHIROU rkalog@astate.edu 7356 0:04:04 0 0 0

Robin Thompson rkthompson@astate.edu 7352 6:30:02 6386 6764 0.94

39784 44139 90.13

Repeat Callers? WHY?

50280023 Cherell Hopkins 2050374136 Matriez Rounds 2050377865 Maurice Howard 2050415906 Wayne Martin 2050274535 Jeannie Mitchell 20

50428742 David Brathwaite 2050213781 Maritza Caver 2010338689 Phoebe Haynes 2150279796 Jessica Wilson 2150437750 Keith Simmons 2210425129 Kirk Brown 2250355186 Porchia Raymond 2210139833 Kevin Sandage 2310236526 Kisha Childers 23

50416292 Kimberly Anne Newsom Hutchins 2310141152 Brandon Gray 2350249432 Zachary Carter 2450330577 Nathaniel McVay 2410423977 Dustin McGee 2450306648 Ashley Drayton 2550378804 Marcia Watley 2510252703 Leah Michaels 2510363628 Autumn Mars 2650436319 Kristin Whitsett 2650415564 Maurice Ates 2650368149 Dcarlos Burton 2650267231 Taylor Robinson 2750371947 Robert Garner 28

50405824 Dominique Washington 3350306572 Courtney White 38

What Have We Done?

• Eliminated Barriers– Data Form– Scholarship Application– On-Line Acceptance– Verification– First Time Solution– Get them in-Get them Out

What Have We Done?

• Communication– Phone Calls– E-mail– Face Book– Twitter– E-mail & Mail outs to Parents– On Campus Information

• FYE Information• Information Tables in Union• Residence Hall Programming

Financial Aid Checklist

Top 10 Tips for Outstanding Customer Service

• Smile and acknowledge customers• Everyone is important. Treat everyone like you want to be treated.• Talk to your customer-not at your customer.• Care what customer thinks.• Work to fix a problem – PROMPTLY!• Make your customer feel wanted and valued.• Follow through on your promises.• RUDE is never acceptable.• Keep your sense of humor• Reducing campus run-around is essential to building a service

culture on campus

Office Motto• Coming together is a beginning.• Keeping together is progress.• Working together is success.

First Day-2014 Fall Semester 8:00 am

First Day-2014 Fall Semester 8:05 am

We are Here to Serve You!