mortiz0010

Somehow, administrators think that customer service is like taxes – something for others but not me. “Sure we need more of it but I don’t think I should have to be the one to have give up any of my time or concern. Customer service, that’s for those who earn less than than I do". ) And the more the administrator makes, the less he or she thinks customer service training is something needed. “Customer service is something needed by those who work directly with students and…..” Uh, anyone see a flaw in that reasoning? Yet that sort of logic (illogic) is at play in almost every college or university we work with to improve retention through academic customer service. Training is needed by so-called front line people not those who manage or supervise them and everyone else.  Too many administrators do not see themselves, and probably aren’t, working with and making direct contact with students on a daily basis. They hide out in their offices and go to meetings to talk ...

Sorry to have been away for a while. It is a combination of having a kidney transplant and finishing a new book about my son's death and the aftermath of that.  I will be back blogging soon. Here is an article tha t just came out on The Chronicle's web site that shows an excellent effort to provide some great customer service to students. June 14, 2016 by Goldie Blumenstyk 38 Community Colleges to Begin Replacing Textbooks With Free Educational Resources Thirty-eight community colleges will take part in a new effort that involves replacing commercial textbooks with free educational materials. The open-educational-resources project, which is being coordinated by Achieving the Dream, a network for community-college reform, is expected to bring the free materials to at least 76,000 students in the next three years. Proponents of open resources say that the use of the materials could save students as much as ...