Janelle Martinez

Our students are our customers and without them our university would not exist. treating our students with first class customer service is the expectation 

I thought the concept of companies wanting to be human was interesting. Small enough to offer great customer service but have the distribution of Walmsrt. With the power of social media customers voices can be heard and shared so quickly. 

Its important to keep students eye on the prize, I liked the idea of sending career information to keep students pushing toward their goal 

 I learned when working through an issue with a student, the process should go through 8 distinct stages. Pre-work, Greeting, Connecting, Discussing and Listening, Refelcting and creating options, contracting, follow up and launching. 

Ita improtant to learn about the General Adaptation Syndrome, and how that can show up in our students, and where we can intervene to help guide them in the best way possible. 

I learned every department plays an important role in retention. "Think of rentetion as the by-product of doing the right things the right way, of having the right people in the right place at the right time" It goes on to explain that retention is not just the work for front line workers, this is the needed work of the collective university.