One Minute Video on this topic: Student Leadership as Customer Service
A lot of the speaking and training that I do is for student governments, orientation leaders, programming boards, and officers of clubs and organizations at retreats, leadership conferences, and in workshop settings. The information that I present and the questions that I am asked about campus leadership have helped me realize that it is important to think of yourself in a customer service role to your students.
Here are seven keys for you in doing that:
- Show confidence in your role and position on the leadership team. You are there for a reason and have a purpose to fulfill. Your contributions and abilities are just as important as everyone else’s. Know the goals and the objectives of the group, support them, and be able to convey them in your interactions with students, where appropriate.
- Understand the difference between customers and clients.Customers are short-term relationships or “quick stops” along the way. This could include parents, vendors, local community members, and others who may have one or multiple (but not continuous) interactions with you. Clients are long-term relationships that grow and evolve. Student government, programming boards, and other leaders who are part of the educational journey should consider students, faculty, and administration as clients. Client relationships are the kind you want to nurture over time.
- Expediency may not best serve your clients. Trying to dispense with something quickly in order to serve the needs of customers may work fine. However, with your student clients, it may leave them feeling less than satisfied that their concerns or needs were addressed. Take the time to understand the issue at hand and work to create a collaborative solution.
- Elevate the dignity of the student in all interactions. Never make a student client feel small, or stupid, or less than adequate when they bring a question or concern to you. What may seem small in your world could be huge in theirs. Consider invisible disabilities as a potential issue for students with mental health issues, anxiety disorders, etc. when responding or reacting to their inquiries.
- Be honest, don’t fake it. Your integrity may be all you can offer to some customers and clients. If you don’t know the answer, do not pretend that you do! Make sure you understand the question, indicate you do not know the answer, and offer to get them to someone who can assist them. This does not mean you point them in a direction – take them to who you think can best provide an answer, state the question or concern, and stay with them until they are satisfied.
- First impressions may be lasting impressions. You represent the school, your group, and/or the office of Student Life to your customers and clients. When they think of you, will they have a good memory or a bad one? Will that transfer to their feelings about the school?
- Always put students first. They are your clients. Their needs should be elevated above yours in that moment of the interaction. What can you do for them? If you are in a leadership role and you are asking “What’s in it for me?”, then you are asking the wrong question!
Student leadership is a purpose and passion for many. Put yourself to work for the betterment of your students, campus, and school and you will find that great things will happen!
I would love to come to your school to help you develop campus leaders with a customer service mindset! Check out my programs and then email me at DaveKelly@GonzoSpeaks.com or call me at 770-552-6592. Booking me will not break the bank – check out my Affordable Pricing Model for a quote! I look forward to serving your students!