mortiz0010

I am often asked for an example of a school that is really working at customer service and getting it right. Well I just returned from one. Coastal Carolina University in Conway, South Carolina has a campus-wide initiative that is starting to show some strong results. Their campaign is called Feel the Teal. Teal being the school color. The president, Dr. David DeCenzo is leading the program and getting people to realize that customer service is significant to the school’s future. He recognizes the direct correlation between good customer service to retention and what that can mean to the University. Certainly it will mean a better budget since the University is almost fully dependent on tuition revenues since the state only supplies three percent of its budget.   But he knows that retention through increased customer service means much more. It means that more students will graduate getting a CCU education. It also means that the University will have more students staying in sch...

We have been using surveys with many of our client schools to help pinpoint customer service issues on campus. The surveys are for students and the internal college community. They help in our audits of customer service in particular but can be used as stand alone inventories of service.    How would you respond to the questions?    Your responses will tell you a great deal about customer service on campus You can also give it to a few people on campus then share responses to start a dialogue on what needs to be done to improve service. Feel free to get back to me with any questions or interpretations of the data. NealR@GreatServiceMatters.com . College Community Customer Service Inventory I am part of the Staff Faculty Adminstration I am extremely satisfied with how I am treated at the C...