Monday, May 07, 2018

The Best Information Center on Any College Campus

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David DeCenzo, the President of Coastal Carolina University, wanted to improve customer service on the campus. He knew how important academi...
Wednesday, March 28, 2018

Call Backs - The Right Way to Get Back to Students

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There is actually something worse than delivering poor or weak service. And that is promising great service and then not delivering. Or mol...
Tuesday, February 27, 2018

Class Distinctions on Campus Hurt Morale and Customer Service

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After a webinar  on customer service  I gave  last week , an email question came in from one of the participants.   It dealt with an import...
Monday, January 22, 2018

Admission Attrition Costs Quantified

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CSFactor 2 CSF2 = [(SL x CA = -E) + CSL1] There is a universal law that it should take less energy to sit on a flagpole than to climb i...
Wednesday, January 10, 2018

Figuring How Much Revenue You Are Losing Due to Attrition

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Following a recent workshop presentation on customer service and retention, I was asked by one of the attendees if I would supply the way I...
Wednesday, December 13, 2017

Is the Customer, the Student, Always Right?

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Which of the following is true? The customer is always right. True  False  If there is a question, refer to number 1....
Tuesday, November 28, 2017

It is not an Admissions Problem but a Retention Problem at Southern Illinois and Other Universities

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Southern Illinois University at Carbondale has an enrollment, and thus a revenue problem. Student population is shrinking. They have lost a...
Monday, November 20, 2017

Retaining Students Over the Thanksgiving Break

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Thanksgiving is approaching and it may not lead to many thanks for some students and schools.   Thanksgiving is going to be the most extende...
Monday, November 13, 2017

Student Engagement Depends on How Well They Are Served In and Out of the Classroom

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Though some faculty deride academic customer service as a noxious import from business, it has been found that faculty who provide incr...