Memo Date: To: From: Subject: April 3, 2013 Mrs.

Strickland, University Registrar, Huston-Tillotson University Kliphton Taylor, Communication Student Completion Report for Customer Service Research

Purpose This is a completion report for research regarding customer service techniques at HustonTillotson Universitys registration office. Summary For many weeks leading up to this project I have been hearing complaints regarding the customer service standards of Huston-Tillotson Universitys registration office. I decided to make research new methods of effective communication and service that would increase business for the registration office. The increased business would stem from customers being satisfied with the service that they are provided. On October 12, 2012, Mrs. Strickland, University Registrar at Huston-Tillotson approved my study. I began work on five tasks: observations, interviews, reflection, simple questionnaires, and lastly, gathering all findings and composing this completion report. This study began on January 14, 2013 and was concluded on April 3, 2013. I researched options for polishing the customer service standards that were in place at the registration office. I found that registration office staff members need to keep all appropriate forms in stock. There should be no reason for a shortage of essential forms in the registration office. Secondly, though registrar employees have specific tasks to execute, they must learn to multitask. It is better to look up at the window so that they will not miss an important personwhich is every person who comes to the window in need of assistance. Thirdly, the University Registrar must be more available to the students/faculty/staff that approach the window. Reasons that the University Registrar cannot come to the window for direct assistance should be extreme. And lastly, when the telephone rings answer it. Students have been complaining that they cannot get in touch with the registration office outside of school. If these methods are successfully implemented, the customer retention rate will increase. Introduction On October 12, 2012, Mrs. Strickland, University Registrar at Huston-Tillotson University authorized my study which is to research effective ways of approaching and further engaging in sincere customer service. My research for new methods of increasing customer retention regarding customer service in the registration office at Huston-Tillotson University has stemmed from many

sources. Students have been expressing their frustrations and qualms regarding the customer service provided from the registration office, faculty and staff members have expressed the fact that the employees of this office ill-prepared for certain tasks at-hand. For these reasons I decided to do some research. Considering this problem, I researched methods to better employeecustomer interactions. I also researched methods of bettering employee interpersonal communication skills. I found that the employees need to be more alert and attentive to customers. They also must keep appropriate paperwork and forms in stock. Research Methods To better understand the customer service problems and to consider more options, I performed the remaining 4 tasks: Interviews, Reflections, Simple Questionnaires, and this Completion Report: 1. Interviews I have conducted over 10 interviews over the course of the interviewing process. The outcome of nearly each interview was the same. Each interviewee has encountered, on one level or another, careless customer service. Students were unable to request changes of majors because there was very little change of major forms. Students also experienced the attitudinal problem that one of the employees had. Faculty and staff members of HT expressed the fact that the office was ill-prepared; the registration office could not provide academic information of certain students. 2. Reflection I considered the current customer service standards that are set in place, if any, as I noted the responses of the interviewees. After reviewing my notes, I continued to writing recommendations. The reflection process was the longest of all five processes due to having to contemplate all of the interviewee responses searching for relation. 3. Simple Questionnaires The purpose of the simple questionnaire process was to understand the registrar employees. Who are they? What are their education backgrounds? What are their employment backgrounds? Why did they choose to work at HustonTillotson University? The answers provided by the employees were just as I expected; the employees did not notice how their customer service skills affected each individual who approached the window for assistance. Results I have studied all options regarding the betterment of employee interpersonal skills. Here is a list of what I found to be the better ways of communicating effectively to the customers while also completing the duties of their jobs:

PresentationEmployees should present themselves in a professional manner. There should be no reason why a customer should doubt the competence level of the employee. Body LanguagePosture is always important in the professional world. Employees should not be slouching in their seats. SmileSMILE! No customer wants to work with an employee with furrowed eyebrows. It is a definite turn off.

Conclusions All three results: presentation, body language, and smiling, are great ways of increasing interpersonal skills, which will produce excellent customer service skills. This; however, will only happen if employees accept the challenge. Recommendation I recommend that each registration office employee, including the University Registrar, put a lot more effort into making the customers experience with the registration office grand. This is how they might go about doing that: When someone approaches the window, get up on go greet them. When someone needs a form that is not in stock, figure out a way to get it. Meanwhile, ask them to come back at a later time or date so that they can pick up the form. Turn up the volume on the telephone(s). And lastly, but certainly not least, the University Registrar must leave the office to interact with other employees in the registration office, and the individuals at the window. If all of these are put into play, customer service standards will be evident to all customers, and increased retention is guaranteed.