Newsroom

More than customer service in name only, it's part of our mission

By Beth Ziehmer

July 27, 2017

Whether it is answering an e-mail or taking a call on the 800 number, we know that customer service is critical to helping fulfill our mission. Since our inception in 1996, we've placed a high priority at Mapping Your Future on providing good customer service.

In a time when reaching a customer service professional on the phone, or even by e-mail, is becoming less common, callers to the Mapping Your Future toll-free number or website visitors who send an e-mail are able to reach a staff member.

Since the toll-free number was introduced three years ago, the calls have ranged from the callers having questions about a counseling session or MappingXpress to general financial aid questions to helping financial aid administrators reset their passwords or research archived records. The toll-free number is (800) 374-4072 and is displayed in the Contact us section of the website, in Online Counseling sessions, MappingXpress, and on the Financial Aid Professionals tab. The toll-free number is operational from 8 a.m. to 4 p.m. Central time. Callers may leave a voice mail message if they initially do not reach a staff member, and will receive a returned call.

Mapping Your Future visitors can e-mail through the Contact Us on the website or directly to feedback@mappingyourfuture.org. Staff have responded to thousands of inquiries to the website over the years in a timely manner, sometimes to the pleasant surprise of the sender at how quickly the response is received.

It is a priority of our team to have quick, accurate, courteous responses to all customers. We don't always have the complete answer for a school or student, but having been a part of the financial aid industry, we can help the school or student find the answer they need.