“Horrible customer service” is how the IRS recently characterized their very public troubles. It seems all institutions are now learning the power and exposure that customer service plays in our society. While in higher education many institutions do not feel comfortable using the word “customer” in an academic setting or use the words “customer and […]

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Two main ingredients are required to lead a culture of customer service in higher education: communications and personal example. Consistent communication of the way you expect employees to treat students must be transmitted on a regular basis. All formats of communication should be considered to ensure the message is heard on all levels. One-way communications […]

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  Graduation is right around the corner for most college campuses and everyone is getting prepared for the big event. What a great time to showcase the college and impress your visitors with your outstanding customer service. Those visitors are your customers for the day and they consist of the graduates, parents, grandparents, siblings who […]

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As Darwin points out “it is not the strong that survive, but the adaptable”. Higher education has held a sacred place in our society. Our colleges and universities are a unique ecosystem that provides value to a wide array of stakeholders such as students, job seekers, parents, employers, businesses, communities, governments and taxpayers. Today, globalization, […]

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Why don’t students who you’ve worked so hard to recruit and enroll, stay in school? Conventional wisdom would cite financial reasons, scheduling difficulties, poor grades, or simply personal. Yet, studies show that almost 72% of students leave because of service-related issues: lack of concern by staff and faculty, feeling processed and not valued, not fitting […]

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Colleges are struggling to increase student retention rates. What would Walt think of the way staff, faculty, students and parents all interact? Walt Disney once said “do what you do so well that they will want to see it again and bring back their friends.” If Walt was to go back to college today, what […]

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