Customer care process at Educational sector

CUSTOMER CARE PROCESS&STUDENT COUNSELING SERVICE

BAC

04/10/2023BAC

04/10/2023BAC

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

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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.

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OUR MOTIVE

We believe that a successful and motivated

student, with a good support system, is a

happy student.

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Student Counseling Service (SCS)

Our Student Counseling Service (SCS) offers a range of services to ensure-

1. Each student gets the support they need.

2. Our service is targeted to help students with their academic performance

3. To help student’s overall lifestyle, 4. It is available free of charge to all

students

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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.

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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.

04/10/2023BAC

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?

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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…

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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

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ASK FOR TEA/ REFRESHMENT

Even if he /she says NO, serve tea or water

Serve chilled water with biscuit.

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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.

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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.

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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.

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Administrative Duties

Performs administrative and office support activities for multiple supervisors. Duties may include –

1. fielding telephone calls, 2. receiving and directing visitors, 3. word processing, 4. filing, and faxing. 5. They need extensive software skills are

required, as well as Internet research abilities and strong communication skills.

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Administrative Duties

Priorities Communication Phone Appointments/Meetings Confidentiality Visitors Travel Data Management Routines Projects Supervision Recruitment Process Support.

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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.

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Telephone Operator Duties

Answering Calls Taking Messages Assist Customers Clerical Duties

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ANY QUESTION?????