James Sprunt Community College uses Secret Shopping Program to Gain Insight on Customer Service to Students

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Charlotte, NC-based Customer Service Solutions, Inc. (http://www.cssamerica.com) Provided Mystery Shopping Services to James Sprunt Community College. JSCC Received an Objective Evaluation of Customer Service Performance During Fall Registration. The College Was Looking to Determine Opportunities for Improving the Ease and Effectiveness of Communications with and Service to Students. CSS Conducted Telephone and Onsite Shops, Focusing on Financial Aid, Cashiering, Counseling at Registration, and Academic Advising.

Charlotte, NC-based Customer Service Solutions, Inc. (http://www.cssamerica.com) was recently contracted to provide Consultative Mystery Shopping services to James Sprunt Community College (http://www.jamessprunt.edu). JSCC wanted an objective evaluation of customer service performance in a few targeted areas during Fall Registration. The College was looking to determine opportunities for improving the ease and effectiveness of communications with and service to students.

CSS conducted telephone and onsite shops over the two-day registration period, focusing on the areas of Financial Aid, Cashiering, Counseling at Registration, and Academic Advising. The resulting 50+ page assessment offered detailed evaluations of each shop, 12 Top Priority Recommendations, and additional suggestions on how to improve the student experience.

According to Dr. Lawrence Rouse, President at JSCC, “We wanted to be able to see ourselves through the eyes of our students, and this secret shopping engagement helped us to more specifically understand how we’re doing in customer service based on the real-time evaluations of experienced CSS shoppers. Customer Service Solutions was able to meet our narrow timeframe for conducting all the shops during Fall Registration, and not only did they provide detailed findings from each encounter, but they laid out specific recommendations to make improvements.”

Says Ed Gagnon, President of Customer Service Solutions, Inc., “It’s been great to work with Dr. Rouse and his team. They helped us determine realistic scenarios for the shoppers to utilize, and they provided guidance on the best mix of telephone and onsite shops. It’s great to partner with an educational institution that truly cares about the experience of its students and is continuously looking for ways to improve.”

About James Sprunt Community College:
Located in Kenansville, NC, James Sprunt Community College is a comprehensive, open door community college that responds to the needs of the people of Duplin County, as well as other areas of the state. The organization supports a diverse population of students in attaining their personal, academic and career goals. Through its educational services to individuals and local businesses, JSCC also provides support to economic development of the service area and helps to improve the quality of life.

About Customer Service Solutions, Inc.
Founded in 1998, Customer Service Solutions specializes in designing/implementing customer retention and growth strategies, culture change strategies, customer service training, and research services such as mystery shopping and customer perceptions surveying. Ed Gagnon is also the author of Ask Yourself…Am I Great at Customer Service?, a new book that describes what makes an individual GREAT at customer service. Call 704-553-7525 for more information.


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