mortiz0010

As Pogo put it so well many years ago “We have met the enemy and they are us”. That is especially true when it comes to service excellence on college campuses. We are the enemies of good service. Just getting some basic politeness can be a challenge. I am beginning to think that college customer service is making cable companies look responsive to clients/customers. I am not just talking about service to students. Colleges too often seem to be equal opportunity bad service providers. This is especially true when they are dealing with anyone outside of the campus . Just ask anyone who has applied for a job at a college how they were treated. They are requested to apply through an ad perhaps. They are most normally asked to apply by email. So far so good but as soon as an application goes in, the poor service starts.    The applicants never receive any motivation that their application has been received for example. This would be so easily done too. Just set up an auto responde...

A faculty member of a client college I had presented a workshop at last year emailed today. Seems he was confused. He is getting fed up with the way students behave in class. He said he is tired of competing with cell phones; upset by students who just walk into or out of class when they feel like it and certainly bored and even appalled at times by the language, tone ands attitude some students use. He feels he should not allow these sorts of activities but is concern that would go against what the customer service attitudes being expressed by his department chair who fears a high drop out percentage. Fewer students could lead to a smaller budget? Those attitudes are expressed by supporting students who might complain the faculty member is being too hard or strict in class. The faculty member comes up for tenure soon and does not want any problems. Okay, leaving the whole tenure process and results on teaching and student service aside because that is one of the larges...

    There are three major returns on investment that students want from a college       They are 1.       Financial return on investment 2.       Emotional return on investment and 3.       The affective return on investment. The phrase return on investment makes these sound like a rational calculation that students perform to decide if they are indeed receiving the ROI they expect and want. That is not so. These are not the business calculations that a company might make to determine if an investment is worthwhile to make. Business calculations take into account outlay of funds that will either realize a profit, a return, of not. The calculations students make are instead subjective investments, feelings that are made by students in schools. The role of emotions in retention is an extremely important one that is not taken into account enough. Students make their initial de...