Customer service for college administrative staff starts by identifying who their customers are.  Even in a higher education environment there are internal customers and external customers.  External customers range from mainly the student, to parents, alumni, board members, vendors, visitors on campus, and outside businesses. This is a concept easily understood by most.  What is […]

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I was at a social gathering this weekend talking with some recent graduates about where they went to college, how they enjoyed it, and what it is they are doing now. One of them gave a story about an experience she had in her freshman year that will forever be ingrained in her mind. “It […]

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Gates, the devotee of data and management by statistical analysis is on a collision course with Higher Ed. We all know that decisions in Higher Ed are based more on collaboration, not data. This collision should provide for great theater. It remains to be seen if it produces great policy. As education researchers have commented […]

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“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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