Student Satisfaction Survey
Stage 4
Assessment Activities
Assessment Methods | post-customer service skills training survey |
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Assessment Description | A student satisfaction survey was conducted in Fall 2012. After reviewing the findings, it was decided to provide a customer service training for all front desk/phone staff. In Spring 2013, the Customer Service Skills Training was conducted. Front desk/phone staff completed a post-training survey regarding skills learned to improve their customer service skills. |
Learning Outcomes | •Students are able to navigate the educational and student support services to enhance their success. •Students are able to make decisions related to their educational and personal goals. The Student Satisfaction Survey conducted in Fall 2012 supported the above SLOs. Although there were no specific SLOs for Customer Service Skills Training, a question about NSCD's the Front office staff's efficiency and courtesy was included on the survey. Based on student responses, the department decided to provide a Customer Service Skills Training to improve service delivery. |
Number of Counselors | six counseling office staff |
Number of Students | customer service training was conducted based on 353 student satisfaction survey responses from Fall 2012 |
Data Analysis
Data Shared With | Faculty and staff within our department |
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Data Sharing Methods |
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Data Summary | Front desk/phone staff were asked to list the ways that they learned to improve their customer service skills while working with students encountered in the counseling office. |
Data Analysis | Front desk/phone staff reported the following are six major areas of customer service skills they learned from the training. 1. Answering the phone 2. Be a good listener 3. Stay calm 4. Team work 5. Soft skills 6. Self Care |
Next Steps Planned | Additional customer service skills training will be conducted on May 23, 2013 for the classified staff in the Student Development Division. |
Learning Outcomes | No options chosen |
Changes
Details | Overall, classified staff responded to the Customer Service Skills Training positively. The front desk/phone staff will continue to apply various customer service skills learned to improve the quality of service delivery. |
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Learning Outcomes | •Students are able to navigate the educational and student support services to enhance their success. •Students are able to make decisions related to their educational and personal goals. The Student Satisfaction Survey conducted in Fall 2012 supported the above SLOs. Although there were no specific SLOs for Customer Service Skills Training, a question about NSCD's the Front office staff's efficiency and courtesy was included on the survey. Based on student responses, the department decided to provide a Customer Service Skills Training to improve service delivery. |
Tentative Future Assessment Plans
Assessment Term | outcomes-assessment activities pending Student Development Division Re-organization |
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Assessment Activities | outcomes-assessment activities pending Student Development Division Re-organization |
Assessment Details | No answer |
SLO Details Storage Location
- HARD COPY - In my personal filing system (my office)
- HARD COPY - In a department filing system (department office)
- ELECTRONIC COPY - In my electronic filing system (hard drive or web server)
- ELECTRONIC COPY - On a department web server or shared document system