HOW to PROVIDE

GREAT CUSTOMER

CARE to STUDENTS

ASUA Conference

NUI Maynooth

Sinéad D’Arcy

@SineadTweeter

Millennials (1980’s – 2000’s)

always online always connected

Shep Hyken

•Dealing with a range of

Customer •Emotions…

•Customers have

•of customer service.

= CUSTOMER SERVICE

Provide Great Service Across All

Channels

Technology has

transformed the

modern customer

into a multi-

screened……

…always

connected,

highly

opinionated

force

Your customer service

must be prepared to

deliver exceptional

service across

multiple channels &

devices.

#1

Know Your

Customers,

Wherever they

are

Millennials expectations of

Customer Service

3 out of every 4 prefer to

solve their customer

service issues on their

own

69% feel good about themselves &

the service provider when

they are enabled to resolve

their own customer service

problems so consider self

service channels.

•Socialisation is 2nd nature to Millennials

Empower

customers so they know what direction to take

Go the extra mile.

@SineadTweeter