As colleges and universities are getting ready to open for late summer or fall classes, three essential steps to take to ensure both employees and students are as comfortable and confident of resuming their roles: 1. Emphasize your Higher Purpose consistently. The higher purpose needs to be emphasized as you reinvigorate your institution to […]
There are some rude students out there. Not too long ago I was visiting a college campus and I overheard a student reaming out an employee working in the Registration area over an issue that was obviously out of her control. I was amazed at how well the employee handled the student. She didn’t get […]
Your students can be on overload. It’s easy for them to get overwhelmed with choices and technology or to get confused with the college jargon. Sometimes they ask questions that on the surface seem ridiculous. For example, the second most frequently asked question of frontline cast members at Walt Disney World is “What time […]
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 […]