High priority placed on customer service
August 02, 2012
Mapping Your Future has placed a high priority on customer service since its beginning back in 1996. Through the years, our level of customer service is something that we believe has differentiated us from other services and organizations and it’s something in which we will continue striving to excel.
It is a priority of our team to have quick, accurate, courteous responses to all customers. We don’t always have the answer for a school or student – we receive all kinds of questions at Mapping Your Future – ranging from how to use the services on our site to help in resolving a student loan issue to career advice -- but having been a part of the financial aid industry, we can help the school or student find the answer they need.
Our customer service effort means not only responding to messages and phone calls in a timely manner, but also responding quickly to the changes needed by our schools and customers. There have been a lot of changes in the industry and, in some cases, schools asked for specific changes to make their work flow better. We’ve make those changes quickly in part through the effort of staff, but also assistance from our network of volunteer teams.
Because our schools know that Mapping Your Future is a collaborative organization sponsored by guaranty agencies, we represent the guaranty agencies when we speak with schools. Knowing this, Mapping Your Future has placed an emphasis on prompt, helpful, and friendly customer service and has received high rankings on school customer satisfaction surveys.
Because we represent the guaranty agencies, we are, in a sense, an extension of your customer service staff.