While giving a workshop on academic customer service at Liberty University I came across a vibrant institution that had already instituted some good customer service activities’ based on some workshop that some of their retention people had attended. One of the things I found that I found quite notable was a Liberty University Commuters Handbook which provided this important segment of its population information it would find valuable and useful.
Too many schools focus on their on campus population and forget that that a significant part of their student body does not love on campus but commutes to it every day. This is an error since they are leaving out a large position of their student body from some of the benefits and services they deserve. Granted the students living off campus often consume fewer customer services except for the perennial problem of parking but that is not a reason to forget them.
The Liberty University brochure does not overlook them but extends some very helpful information to them for us on and off campus.
The brochures paid for by selling ads in it seems focused a great deal on the information needed to move into an apartment and the rights and regulations they must know to protect themselves. It begins by introducing them to the office of commuter affairs and lets them know they have a contact and liaison if they need one in their living situation.
It also has maps of the campus and all parking lots to help the commuters find places to park. Parking is a perennial problem at all campuses by the way. It runs as the number on complaint at most all campuses but by at least facing the issue and providing information on where to park and how to get there the Liberty brochure does help out. The brochure also provides all of the campus rules on parking to make sure that commuters know what they are rather than just having them search and hunt for the information as it is one on most campuses.
The brochure then goes on to discuss the town that they are living in and provides some very helpful and useful tips on finding things to do as well as the history of Lynchburg. I found out some very interested in facts about the city that surprised me and made want to see more of it. Did you know for example that a Dr. Malcolm Loomis actually sent radio signals through the air in Lynchburg six years before Marconi?
The brochure also makes certain that commuter students have a opportunity to participate in the activities on the campus by including all the clubs and student organizations and such activities as intramural sports schedules so commuting students are aware of what is happening on campus.
This is a very good service piece for commuting students and should be replicated at many other schools. It helps make Liberty a good service provider as well as a vibrant University with a specialized faith based mission. I would be wrong if I did not also say that I found Liberty to have a very good balance of that faith-based mission and its role as a university. It balances the two extremely well which shows how a good mission and good service can go hand and hand to build for success.
To get more information on the brochure feel free to contact Michael Shankle at Liberty mtshenkle@liberty.edu.
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