I was wondering, if FAMU had a 100 percent satisfaction guaranteed or your money back policy, would it still be open?
Could FAMU even survive a 50 percent satisfaction guaranteed policy?
For good reason, I just don’t think FAMU would be around for too long if they promised customer satisfaction.
It’s sad that some students have to pay thousands upon thousands of dollars to get substandard treatment. It’s thievery in the highest degree.
So, what makes customer service a problem here?
Friendliness is a major element that is missing.
If I smile at you and say good morning, can you please reciprocate with some acknowledgement of my existence?
Yes, I may be unnecessarily friendly, but I just think that if you’re being paid to be friendly to people, friendliness isn’t that big of a request.
Force a cheesy grin and let’s both continue with our day.
Attitude. I seriously don’t have the time of day to express how important it is to have a good mindset when you’re doing a job.
Yes, you are not required to like your job, but I really don’t want to be able to tell that you dislike what you do.
Although no one says that they dislike their jobs, actions speak louder than words.
Moving slowly to get a simple task done, making students wait for you to finish your personal conversation, rolling eyes and smacked lips all speak volumes about your desire to serve the customer.
Efficiency is another thing that just does not seem to be a goal of FAMU customer service.
If you haven’t stood in a line at FAMU for longer than 30 minutes, then you haven’t had a vital part of the customer service experience.
If you’re running a place of business, is it really feasible to run out of change?
If you’re running a place of business, do you really stop helping out a customer because it is your break?
If you’re running a place of business, do you raise your voice in an irate tone towards a customer and actually expect them to visit again?
These are just simple things that can be changed to improve the FAMU experience; however, I don’t think it will be done until the students are viewed as customers instead of ATM machines.
Jason Hutchins, 18, is a freshman business student from Athens, Ga. He can be reached at firstname.lastname@example.org.