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Walmart, the place academic love to hate, is doing something that we all ought to take note of. The chain’s sales had been falling and they traced it to under-motivated employees providing poor service. So they did something about it. They did three things to address the problems. First, they analyzed what the problems were. They found out that they were not paying enough to get the right people who would be motivated to provide good service and who saw working at Walmart’s as a dead-end job. Two, they decided that they needed to raise the pay of employees so they could attract the better worker who would be more enthused to work harder and with better service. Walmart’s had been one of the poorest paying companies believing that workers were just parts in the system who could be easily replaced. Corporate wisdom had been to keep wages low and see employees as a cost, not as part of their success. But after they studied the problems in customer service delivery leading to more sales th...

Overview A survey on the state of academic customer service for students found that academic customer service provided on the nation’s  campuses is fair or weak at best and is a cause of many students leaving a college. Basic service functions such as training , telephone skills and returning voice mails and emails for example which are rudimentary service functions are rated much lower than weak as well. This is not a good recognition considering the importance of providing good to excellent academic customer service to retaining students and revenue. The Survey NRaisman and Associates emailed a survey to 1000 potential respondents determine the state of academic customer service on the campuses of community colleges, and public and private universities. The survey was returned by 445 respondents. Respondents were asked to rate customer service on their campuses according to their observations on concerns such as We provide our students with great customer service and specific cu...