Great customer service is the key to success in any business. In the competitive world of Education, response time and follow-up play a critical role in lead to enrollment conversion rates. We can help you monitor this process, identifying strengths to be praised and weaknesses that need to be improved upon.
Most services are generally delivered by people to other people, and successful companies must always strive to deliver top quality services to all of its customers all the time.
A customer's opinion of your company is always based on their experience of the product and service they receive. A positive experience can be rewarded with a referral, a negative one can spread like a virus. This means that all members of your staff actually work in your Admissions Department. Most statistics show that for every complaint received by a company there are another ten dissatisfied customers who simply complain to friends and switch to a rival company.
Response Time, receipt of lead to contact by representative
Most Directors of Admissions agree that improving the response time (timeframe between receipt of lead and contact by a representative) has a direct effect on improving conversions.
Representative Follow-up
Ever wonder if your representatives are working their leads as much as they should. Often, representatives give up on a prospect way too early in the sales process resulting in wasted leads, poor conversion and often provides you with inaccurate campaign specific marketing intelligence.
Mystery Shopping is a direct and reliable method of assessing actual customer experience and overall satisfaction. No other method can replace simple, effective feedback from an anonymous Customer Experience Evaluator, commonly referred to as a Mystery Shopper. An evaluator visits your business anonymously posing as a potential student. They then complete a detailed critique of their visit, giving you a complete evaluation of the customer's experience. Multiple mystery shoppers make several visits over a period of weeks or months depending upon what type of service you are evaluating. Each assignment is tailored to the specific needs of our clients.
Please contact us with any questions or special requests.
