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I have just about finished editing a new book on academic customer service excellence to be entitled Collegiate Customer Service from A to G: Admissions to Graduation .   It should be ready to go to the printers in about a month. But I decided to do something perhaps unheard of. I am going to release the book chapter by chapter on this blog. Each chapter will be a blog posting until the entire book is up for you. It may cut into sales but I hope it shows a commitment here to provide great service to my readers.   Here is Chapter 1. Oh yes, comments and edits are more than welcome at Nealr@GreatServiceMatters.com . The educational world has certainly changed. There are more women than men in higher education. Students of color and ethnicity are the fastest growing demographic segment. Adults in college represent more than 40% of the total college population. There are many more schools now. Community colleges and career colleges enroll 50% and more of all students in high...

A student was having a bad day. Nothing seemed to be going right. He had not done well on a quiz even though he had read the material. He had not understood the work in algebra and the teacher said she was too busy to help him right now.   His roommate had kept him up all night by playing cds too loud as he pulled an all nighter. His girlfriend back home had not written in a few days. He found out that a course he thought he had dropped by not attending the class was still on his bill because he had not really dropped it. So he had to finds out what to do now about the course because he was still being billed for it and today was the last day to pay before he would get hit with a late payment fee. He went to the billing office to drop the course but was told that this was the wrong spot to start the process. He needed to go to the registrar’s office to drop a course he was told. So off he went across campus to the registrar’s office in a different building. There they told him the...

Websites hide presidents.  We have gone to 100 college and university websites chosen at random and only eleven of them let the viewer find the president’s email address. Why is that? Why can’t a web visitor get in touch with the president of the college? Answer is easy. Because the president does not want them to. He or she does not want to hear from students and parents. The presidents just must think they are too busy to be bothered by students – by their primary customers. This is simply wrong. People actually believe presidents are important. Here I am talking about students and the parents who think presidents are important. We already know that too many college presidents think they are very important. Too important to deal with students and their issues? The president is the person that many people think they need to contact when they are having a problem. A problem getting something solved at a college or university? Hard to believe! Shuffle anyone? The customers want to ...