mortiz0010

The Real Cost of Class Sections Imagine for a moment that you were in charge of an affair for hundreds of people. You made arrangements with the caterers months ago. They had given you a list of food you could choose from. You chose it. Put down a deposit. Sent out invitations so people could attend. Chose all the necessary accouterments and all the arrangements. Took off a few days from work to be able to attend. Bought the guest books. Prepared fully.Then a few days before the affair, the caterer called and said that it was canceled because there were not enough guests to make it worthwhile. Sorry! Would you be upset? Likely so. Mad enough to spit and quit! Never use that caterer again. Your school is that caterer most every semester, quarter and/or term when we cancel classes after registering students into them. One of the greatest dis-services we provide students is during the scheduling of classes. Well, actually the non or re-scheduling of class...

There is actually something worse than delivering poor or weak service. And that is promising great service and then not delivering. Or mollifying the customer by telling him or her you’ll look into the situation, will get it resolved and either do not get it resolved or not get back to the customer. Say a student or customer  com es to you and asks for help. Perhaps a student leaves a phone message or an email account of the problem asking for you to assist in a problem he or she has. You get back to him or her by telephone but miss the person. So you leave a message. I am sorry to hear that you feel you may have a problem… ….. (Yes we do use the conditional all the way through to protect ourselves as the HR and lawyers taught us to do . May, perhaps, could, maybe, might, possibly, or  com binations might possibly may perhaps have an issue …..But never simply say,  holy sh%t, he did that?  Never  com mit or accede. That’s the way to please the lawyers but perha...

Following some oral surgery in preparation for a tooth implant that took place in the morning the surgeon called the patient in the early evening just to see how he was doing. There had been no call from the patient about any problem or discomfort. The oral surgeon simply wanted to check on his patient and let him know he cared. This is a solid example of service after service. In the retail world there is a concept of service after service. This is the activity in which a customer service specialist contacts a customer following the sale to show concern and care.    A store, in fact any business that cares about retaining its customers employs a practice of checking in with its customers after the initial sale. This is done to maintain service contact with the customer to show concern and care. Businesses, most business care about retaining their customer since they know that there is a real cost to obtaining new customers and once they have the person as a customer it is eas...