mortiz0010

A new semester is about to start up and that means lines for students. Did you know that colleges lose as much as 3% of potential enrollment from students having to wait in lines. You don't have to. Here are some customer service tips to succeed where others will fail.          Appoint an service assurance person expediter or two. Place them smack dab in the middle of any line such as on-campus registration or financial aid.   Have that person continually moving in and through the lines talking to students to assess your process and check their progress.   Authorize the person to make changes to serve students better and faster. Have the person check to see if the student is just in line to drop off a form or some information. If so have the expediter collect that so the students can get out of line. Process the form or information later.          If a student seems upset in line, the expediter should go ri...

customer service, customer service in colleges, retention, academic customer service After a fantastic dinner, I began to ruminate (yes, I used both my bellies). The issue I was working to digest was the desire of students for more meaningful relationships with people at the college. Students want to increase their college experience by adding a dimension that has been lacking on many campuses nowadays. They wish to be more involved with the professors. No, not in that way! In ways like I had opportunity to when I was a charter class (first class in the door) undergrad at UMass-Boston.   The University of Massachusetts in Boston had just opened its doors. It was a brand new adventure in higher education that became an excellent experience. It was great school. So great that after orientation day the week before the start of classes we were told to go home for a week. Classes would start a week late because the building was not finished. (Yes. It’s 15 minutes for...

Though it will seem to cause some pain and hurt for some individuals on campus the reality needs to be said. Students do not come to college to learn. They come to get a job. Well, to be trained and educated to get a job. They are not there to learn and grow though they will accede to that as a condition to getting the diploma they seek to get a job. Students realize that college holds the key to that job. The diploma. Without the diploma they would not be able to get the job they want and by the way, for most of them nowadays that is almost any job in their field. Sure there are a few who do not know what they want to do and there will always be a some art history and philosophy majors who may not say they are looking for a job but to just learn but they are also job seekers. They want to work in a gallery or go on to grad school so they can finally get a job as a professor. More likely at best a part time prof teaching something other than philosophy or philosophizing w...

A huge segment of the population on campus that has a great deal to do with controlling the culture is the management group. Not senior executives but directors and such. These are the people who control the various functional offices that students encounter. Like the bursars, registrars and director of this or another office. They influence a major segment of the customer service culture since they set the tone for how people in their office should work how they interact with students and how they relate with their employees which is in reality a major factor influencing behavior. We learn how we are expected to act towards other by how we are acted upon especially by our bosses. If our boss treats us and others coldly we are being taught that it is alright to be curt with those we work and interact with. Here’s an example. There was an office in a university that was well known for being very rude to students all the time. Students dreaded to go there because everyone ...