ED209: Students are Customers...Not Consumers.
When students demand that they be allowed to behave the way they do and recite their favorite line, "I am paying for this. I am a customer, therefore, I'm always right," arguing with them will not help. Instead, we can agree that they indeed are customers who should get what we promise to deliver and not consumers who will get what they think they paid for and do whatever they want with it.
Thank you Maria. I love this perspective. I think that it is appropiate and will be "exploiting" it to it's fullest
Maria,
Students are notorious for their favorite dress rehearal line. Especially, of complaining when they don't fulfill their end of the bargain. I remind them the purpose of school is to educate them, so that they could ultimately find a job or position to help build/start their lives and careers. My job is to serve as a educator, I come with the knowledge, and with your purpose in mind so that we can accomplish your goals. Bottom Line.
I agree with Maria, but I think we need to probe into what is bothering the student.
Although, I have not had this argument yet I am always conscience that students are customers. On the same hand students need to be made aware that higher education is also a privilege, and not a right. Rights are sanctioned through written laws. Therefore, like any privilege higher education can be taken away or denied if for any chance he or she does not hold up their end of the bargain. This includes the contract they sign first day of class which outlines behavior, class assignments, and other expectations. I go over my rules and expectations several times during the course to keep it fresh in their subconscious. I walk a chalk line when it comes to rules and regulations.
I also agree with Maria the student may have some underline issues that need to be explored. And the bottom line is to equip them with knowledge to help them earn jobs in the near future. Refer the student to the on-site counselor or department head if one is available.
T. Keith BS, MA, MA
I have to agree with Maria , a lot of our tools as instructors are listening and observations. In my experience , i have found that most upset students have underlying problems that manifest in scholl. Lashing out so to speak.
Hello Everyone, Another way that we can perhaps enhance the service experience and also to perhaps show them we care is to respond even faster than 24 hours to their inquiries. I think that this leaves them with a WOW effect, in which they would certainly want to continue with us. I have seen how retention rates in my courses manage to stay above 90% due to this.
Regards,
Marco Albarran
