Breaking Customer Service Rules to Provide 'Uncommon Service' to Your Students

How can underperforming in the financial aid office create better service experiences? How can you manage students' and parents' behaviors and expectations while covering the costs of providing optimal service? Portland State's Mike Johnson explains, inspired by the book "Uncommon Service:  How to Win by Putting Customers at the Core of Your Business." He's joined by customer success guru Chrisy Woll, who manages high expectations from 450 institutions serving 3 million students. Woll embraces grit, simplicity, and servant leadership – but measures by Net Promoter Scores. Learn how breaking the rules can change the game and drive customer and employee satisfaction.