mortiz0010

customer service, retention, college customer service, service excellence, university service When we work with colleges and universities on improving student retention through better customer service excellence we too often find that they do not seem to recognize that there is also a problem with their customer service to their internal community. Too many colleges and universities do not pay enough attention to serving their staff and non-supervisory employees to the deficit of good service and retention.   Their senior administrators seem to see two major important groups on campus – faculty and administrators. It is quite common when we are doing a campus service review for example to hear from staff that they feel left out of the institution. They especially complain that they do not know what is going on to their and the students’ deficit. They feel as if they are not considered as an integral part of the college community to the point that they are not communicated with abo...

We need to PREACH customer service in our schools. That’s right PREACH.  PREACH is an acronym for the six major elements of any good customer service vision statement and program to rally people around.  If we can get people to PREACH customer service, all will be well. PREACH Professionalism providing expertise with the ability to know what to do and to doing it Responsiveness responding to student needs and providing assistance right then and there Empathy seeing things from a student’s perspective, connecting with students and displaying friendliness Accessibility being open to students and reaching out to them Confidentiality treating students and their issues with respect, trust and discretion Hospitality welcoming students and showing them that they are valuable and important. Professionalism - To be a full professional means you know what you are doing and can provide expert assistance to a student or a client of your office or functional area such as registratio...