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 […]
When you pull down the tray in front of your airline seat and see that it is broken, do you think that the cabin crew is falling down on the job, or do you start to worry about the plane’s engine? When you see a smudged lipstick print on your wine glass, do you think […]
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 […]
Graduation time is here and there is much celebration in the air for those students who have made it across the stage and received the piece of paper that they hope will help them make their entry into the job world with a great paying job. But what about those who aren’t graduating? Currently, only […]
It’s the age old question in higher education: are the students the institution’s customers? According to one professor quoting Martin Buber, the philosopher, said students are absolutely not customers, but are “unfinished and unfulfilled beings who stand to gain from their teachers, whose intellectual maturity and depth of knowledge will inspire them beyond belief.” In […]