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Improving Customer Service

Admissions, Effective Questioning, Improving Customer Service, Personalization · January 14, 2025

How To Improve The Responses You Give

By Jeremy Tiers, Vice President of Admissions Services2 minute readHere’s something important we’ve learned from tracking tens of thousands of admissions interactions over the past 10+ years:A lot of admissions counselors and tour guides are great at answering questions. Many however …

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Admissions, Building Trust, E-Mail, Improving Customer Service, Increasing Engagement, Leadership, Phone Calls, Text Messaging · July 16, 2024

Tips To Help You Sound Less Robotic

By Jeremy Tiers, Vice President of Admissions Services3 minute readWhenever we ask students to give advice about communicating with Gen Z during the college search process, large amounts of quotes similar to these two continue to appear.“We want something that feels personal and sounds …

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Admissions, Consistency, Improving Customer Service, Personalization · January 23, 2024

Don’t Forget To Do This Every Day

By Jeremy Tiers, Senior Director of Admissions Services 2 minute read Stop me if you’ve heard (or said) this one before… “If it’s not in Slate, it didn’t happen.”Whatever CRM you utilize, the ability for it to take, store, and search through notes from conversations as well as …

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Admissions, Effective Questioning, Improving Customer Service, Increasing Engagement, Psychology, Sales Basics · November 28, 2023

Stop ‘Checking In’ With Students

By Jeremy Tiers, Senior Director of Admissions Services 2 minute read This month I’ve shared multiple articles that discuss the value of asking direct questions. If you missed those or want a quick review, go here.A couple of weeks ago I received a message from a newsletter reader …

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Admissions, Improving Customer Service, Leadership, Professional Development · October 24, 2023

Are You Making This A Priority?

By Jeremy Tiers, Senior Director of Admissions Services 2 minute read As someone who travels almost 40% of the year and often speaks for 6-7 hours at a time, I understand the challenge of making time to complete other important daily tasks.Put up your hand if you’ve ever heard (or …

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