SSiD is one-stop information service that handles general, student related enquiries and requests. On occasions we are unable fully answer an enquiry or meet a request. This is when we need direct someone to a different place or person for information, help, or action, often to a person or group with more knowledge or power. Continue reading
Understanding expectations is important to how we manage student-customer relationships. In a commercial environment, customers would go elsewhere if they do not like the service they are being provided. For students, however, it is a very different situation because the exit costs from one supplier (University) to another are prohibitively high. Continue reading
Students today are more knowledgeable and have higher expectations than ever before. Understanding and managing those expectations is our challenge if we want to achieve sustained customer satisfaction.
Expectation management is about making sure that both parties, their assumptions and perceptions are on the same wavelength. It is about ensuring that we minimise opportunities for misunderstanding and that we keep the negotiation going until we reach a point where we can agree that delivery to required levels has been achieved and to everyone’s satisfaction. Continue reading
Although are main customers are students, over the years we have sought new ways to work with colleagues by cutting across traditional boundaries and linking separate interests. This approach has been driven in some ways by Jan Carlzon’s maxim “If you’re not serving the customer, your job is to be serving someone who is.”
The Student Services Information Desk (SSiD) is service that provides general student related information to students and their supporters through a range of communication channels including a walk in centre that deals with over 120,000 face to face enquiries and a web presence that has 12 million views a year.
To serve our student customers effectively we work very closely with many colleagues across the University (our internal customers). We support them by providing information services and in two main areas – managing general student messaging and enquiries. Continue reading
The service consists of two main teams: the Student Communications Team which sends out hundreds of messages to tens of thousands student each year and Student Enquiries Team which deals with hundreds of thousands of enquiries a year.
In both areas we have established a reputation for providing high quality to service to students and their supporters. Continue reading
Work shadowing is a powerful tool for strengthening collaboration with our colleagues across the University helping us in SSiD provide a more joined-up experience for students.
For most students, we are the first point of contact for a wide range of general student related information. As a “One Stop Shop” of student services’ it is important that we have an understanding of university-wide procedures and keep as up-to-date as possible with changes as they occur. Continue reading