Customers want the first person they connect with to be able to get them the answer they need.
Instead of passing on calls and emails to other staff, the Kirkwood Community College Continuing Education & Training Services (CETS) frontline staff has been empowered to provide answers and report being able to answer 90 percent of questions asked.
One reason for this success is the frontline staff information specialist position – a person who has CETS history, strong customer service skills and is proactive about getting answers to questions not presently available.
As an advocate for the customer and frontline staff, the information specialist ensures customers get answers and decisions, such as refunds, within 24 hours.
On June 14-17, 2016, LERN will be hosting the LERN Best Practices Summit at Kirkwood Community College. Continuing Education & Training Services (CETS) is one of the most successful North American lifelong learning programs. Each month we are highlighting a best practice CETS will be sharing at the Summit.
If you want to learn more about what makes CETS so successful, consider joining the CETS team when they host a LERN Best Practices Summit, June 14-17, 2016.
