One of the more fascinating aspects in working with people involved in higher education is the high opinion of their own prowess in delivering Service Excellence. Among the biggest disconnects with reality is the feeling that customer service is just common sense and easily implemented, and that they themselves are doing a good job in delivering customer service. Unfortunately, this perception has little basis in fact.

Organizations may agree on the importance of customer service, but its implementation is anything but perfunctory. It requires commitment, processes, a vision and universal standards applied to all.

Same with the individual, customer service is not something delegated to a few frontline employees. Everyone is involved in the process. We all have multiple customers, both internal and external, and when true independent analysis is conducted most are surprised at what others feel we deliver, versus our own self-analysis. When you look into the mirror what do you see about your organization and your role?

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