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 they’re 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. That’s 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