Tuesday, May 17, 2016

25 Principles of Good Academic Customer Service


25 Principles of Good Academic Customer Service

1.    Every student wants to attend Cheers University and every employee wants to work there! where
everybody knows your name and theyre awfully glad you came

2.    Give a damn about graduating students; not just recruiting them.

3.     Do unto students as you would have done unto your son, your daughter, your mother or your father.

4.    Students come before personal or college-focused goals. Students really are more important than you or I.

5.    Processes, rules and products should assure that students and learning are at the center of the institution.
If not, rethink them.

6.    Be honest in all communications. Do not patronize.

7.    Students can never be an inconvenience.

8.    The goal is not to recruit the very best students, but to make the students you recruit their very best.

9.    Just because someone else did a dis-service or harm does not relieve you of correcting the injury.

10.  Students and employees deserve an environment that is neat, bright, welcoming and safe.

11.  Students are not really customers. They are professional clients.

12.  The customer is not always right. Thats why they come to college and take tests.

13.  Satisfaction is not enough and never the goal.

14.  Do not cheapen the product and call it customer service. No cheap grades.  No pandering.

15.  To every problem there is more than one solution and they may be external rather than within academia.

16.  Not everyone is capable of providing good customer service. That does not mean they do not have value somewhere.

17.  There must be a good match between the college and the student or do not enroll the student.

18.  Fulfill all promises

19.  Engagement starts at first contact and continues into alumni status.  Engage. Engage. Engage and then engage again.

20.  Everyone deserves an environment that is neat, bright, welcoming and hospitable.

21.  All members of the community must be given courteous, concerned and prompt attention to their needs and value.

22.  Train, trust and empower all employees to do what is right to help students.

23. Websites must be well designed, easy to navigate, written for and focused on students and  actually informative

24.  Attendance is key to being able provide good customer service and must be attended to with a  Campus-wide policy.

25.  Decorum in the classroom is an important service and training for the future

Monday, March 14, 2016

Survey on How Well Colleges Treat Students

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National Survey to Study How Well Colleges Treat Students

Just how well colleges and universities actually treat students is the question a new national survey study by The Educational Policy Institute and Dr. Neal Raisman proposes to answer. We all say for example that we treat our students with individual attention and great service but no one has ever tried to determine just how well we actually fulfill our promises. This survey/study will do that if enough people participate.

The service to students survey can be accessed by clicking on the link https://survey.zohopublic.com/zs/UPDXUt It efficiently gauges the level of academic customer service provided by identifying behaviors and situations on our campuses as experienced by students. The survey has been field tested on both four and two-year college and university campuses and has shown a positive reliability.

Raisman is the recognized expert on academic customer service after developing the field of study through five books and over 100 articles on the subject. He also has applied his measurement and corrective techniques to improve service to students and staff at over 400 colleges and universities in the US, Canada and Europe. His last national study The Cost of College Attrition at Four-Year Colleges & Universities published by the Educational Policy Institute calculated the amount of revenue lost due to attrition in over 6,000 schools. It also provided schools a set of formulas they could use for ongoing calculations of how much money is lost due to attrition.

Now we need you to complete the survey and ask you to send it on to others on your campus. It will only take five to ten minutes of your time and the results will be extremely helpful. The results of the study will be published and made available through the Education Policy institute which is co-sponsoring the study..
Please click https://survey.zohopublic.com/zs/UPDXUt, complete the survey and pass it on to others in higher education for them to complete.