Complaints and Concerns
Why is it important to address student complaints and concerns in a timely fashion? What are the potential outcomes to ignoring students concerns?
Most of the time, students want to know you are listening and will assist to address their needs. In most cases, their complaint can be quickly resolved without escalating to third party regulatory agencies which adds another level of review and inquiry.
It is critical to log all complaints and document the corrective or pending actions. Include details and investagate the complaint to determine if there is merit. Communicate with the person making the complaint without compromising confidentiality. Document...document...document.
In the event you receive a complaint from a third party agency...it is critical to provide a response which includes evidence to represent your resolution.
We want to make sure that a possibly small problem does not turn into a bigger problem because we did not tend to it immediately or
did not realize that the problem existed.
We may risk losing the student's trust and he may not want to concentrate on his studies until the issue gets resolved and also risk that the unhappy student involves his
classmates and disturbes everyone's learning environment.
Joyce,
Welcome to the forum! In addition to listening to the students concerns and documenting it is important that you ensure that you have an accurate understanding of the concern. This may be accomplished through asking questions when you feel that the student is unclear. Remember that the next person in the chain (if necessary) will be relying on your documentation. If your documentation is inaccurate it could further frustrate the student.
Cindy Bryant
Paula,
Hi! How would you recommend the best way to avoid a small problem turning into a larger one in regard to student complaints?
Cindy Bryant
Paula,
Hi! How would you recommend the best way to avoid a small problem turning into a larger one in regard to student complaints?
Cindy Bryant
At a very basic level, addressing student concerns shows fundamental respect for the student and a commitment to providing the best possible service at all times.
Concerns often reflect either a lack of understanding or a lack of promised results, both of which require clarification or action in order to meet proper expectations and maintain students' trust. In any case, it's imperative that a school act to remedy these issues in order to resolve the problem and ensure that isolated incidents don't become the norm, and faulty or non-compliant processes are halted.
Failing to explore, address, and document students' concerns obviously result in students' feeling betrayed and that intrinsic trust has been broken. Should this be a larger, systemic issue that is ignored, the result could be litigation, loss of accreditation, or inability to participate in Title IV funding.
Student complaints must be addressed immediately as it shows the student that you care about their concerns and that you are interested. If student complaints are ignored, they can have a snow ball effect and students can get a team of students who may not have a complaint...to go along with them and it just goes down hill from there.
Student complaints must be addressed immediately in order to: (1) understand the nature of the complaint and how it affects the overall institution, (2) let the student know that they are an important part of the school and you value their opinion, (3) address concerns that management may not have been aware of, and (3) to remain in compliance with national/regional/programmatic accreditation standards.
There are many reasons to address complaints in a timely manner. To of course abide by the regulations set forth by regulatory agencies which will result in building trust with students, and integrity with the institution.
A school that prompltly responds to a student's complaint, serves both the student's and its own best interests. A student's complaint may draw the school's attention to a more serious problem that would otherwise go undetected. Even where a student's complaint is baseless, a school improves its service to its most important constituents by demonstrating that it is congnizant of and responsive to their concerns. In doing so, the school will build trust, evidincing its committment to its stated mission and standards.
Ignoring a student complaint can unnecessarily escalate a small, easily remedied issue into large, complex problems involving not only the student, but also government and accrediting agencies as well as legal ramifications.
In order to avoid a small problem turning into a larger one, be sure to: (1) understand the full issue, (2) seek opinions and suggestions from your management committee on how to correct an issue, and (3) meet with the student to discuss the complaint and the alternatives.
It is critical to form an "action plan" with the student and to follow it to completion. Honor your commitments.
The response from appropriate faculty of an institution to a complaint from a student is very important. Initially, a prompt response to ANY complaint - regardless of the severity - ensures that the student feels they have been heard. This step is critical in preventing a small issue from becoming a larger one. A potential outcome from ignoring a student's complaint: after receiving an inadequate response to a complaint, or no response at all, a student decides to create an inflammatory "twitter" post about an institution. This complaint gains traction from other students at the institution, and worse, is seen by many prospective students. Addressing the student's initial complaint with a direct and thoughtful response could have prevented this outcome entirely.
Matt,
You mentioned that students become disgruntled when receiving and inadequate response or no response. Many times students are satisfied if they have an opportunity to be heard. I recommend that at the time of discussing the complaint/concern that you set a time to return to the table for a response. This does two things 1) serves a reminder that you are needing to seek a resolution and 2) the student may be satisfied that they will hear back from you at an appointed time and spend less time venting.
Cindy Bryant
Andrew,
You express regarding student complaints very well. Listening to student concerns are the key to understanding their needs. I agree that failure to do so could set the stage for initiating state, accrediting agency or even USDE complaints. These type of complaints will increase the focus on your institution possibly resulting in negative consequences.
Cindy Bryant
Joyce,
Thanks for mentioning an Action Plan. Sometimes a student's concern may be multidimensional requiring additional follow up that may be overlooked if there is not a plan in place. :)
Cindy Bryant
Freida,
Hi! You should treat complaints seriously and deal with them in confidence, fairly and as quickly as possible. Student complaints present an opportunity to learn what your students are thinking and to improve your student services in future.
Cindy Bryant
As with any company, whether a school, an insurance provider, a retail store, etc if someone has a bad experience they are likely to tell more people the terrible thing that happened than if they had a great experience with a company. If the student's qualms can be settled with an upfront answer and a quick response, they will hopefully follow up with those people they communicated the bad experience to and let them know how it was resolved, even if the answer wasn't what they were hoping for. People want to know they are being heard and that their questions and concerns are being taken care of. Great customer service is what keeps most people coming back.
Shari ,
Hi, you raise excellent points. At the end of the day the goal is deliver the best customer services within our power. Our student is our customer.
Cindy Bryant
