We all know that a higher education institution is not a theme park, it is not a vacation, it does not have rides, and it doesn’t have characters, so it is not Walt Disney World. But in their industry of theme parks, Disney is one of the most successful at keeping guests coming back. Are […]
Improving your consistency in delivering a flawless student journey is one of the best ways to create value. A student enrolling, registering, selecting her classes, receiving a class schedule, paying tuition, and attending first class successfully with no issues, is a journey. And while each one of those areas may be 80 to 90 […]
1. Remember their name or show familiarity whenever you see them on campus or talk to them by phone. 2. Identify with their emotions first, then try to meet their needs. For example, “John, I can see you are frustrated, let me see what I can do to help you.” By addressing their emotions […]
Colleges and universities are beginning to recognize why having a culture of service excellence is so important, but don’t know how to design and implement it. This article gives an overview of the 7 Leadership Actions that if developed, communicated, executed and focused on the student’s experience will create and sustain a culture of service […]
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 […]
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 […]