Customer Service
I just took the assessment quiz. One question in particular puzzled me. The question was "customer service should be a focus for all staff and faculty when working with students. I agree that regardless to what job you have working with people, customer service should be priority. The correct answer reflected that students are paying for an education. Again, I agree however students are paying for the opportunity to learn the skills to make them marketable in the field. I do not think it is necessary to say you pay for an education, it is the opportunity.
Sabrina,
Thanks for the comments. I believe your position is in line with that of the course author. It may just be a matter of word choice.
Jeffrey Schillinger
The successful business takes care of their customers and gives value added service, in our case education, to assure mutual success of both the student and the school
Customer service is an important component in doing business regardless of the service or product the company offers. Often customer service is a competive advantage for the business which can retain customers, because happy customers return to do business. In addition happy customers tell others about your company, so it's an excellent marketing tool and cost effective.
customer service is should always be priority when dealing with people.
cindy,
What defines good customer service in a school?
Jeffrey Schillinger
Knowing the student and what motivates. Them to come to class the first day i usually ask them to write on an index card what they expect to leRn in this class for the term. And at the end of the term i have them re-evaluate the class and tell me what thye liked what i can improve on. And what they learned.
Claudia,
What is the one thing you hope your students would say to others in the community about your school? What is one thing you do to make that happen?
A high attendance and retention rate defines good customer service in a school. When all the departments of an organization work together for the common mission of the school with the focus on student success,that's good customer service.
To maintain attendance and retention, the organization must be one whose employees know and care about the students. If students need assistance, we connect them with our Student Services Representative that can assist or that is familiar with the resources that are available in the community. Caring impacts positive customer service and happy customers return.
As instructors, we have to know our students in order to encourage and assist them to reach their goals of graduating and procuring employment in their respective field of study.
Since I returned to college after my family had grown and move out (into college), I am familiar with students' need for feeling like they are getting a great education with people who care about the investment they are making to the college. The college reaps the finances, and the student reaps the education (opportunity). We all want to feel good about the earning power that a good education gets us. On the other side, once a student has graduated, a school wants them to think positively about the school, providing donations to the school and recommendations. Good customer service is imperative to a good student/school relationship.
I have said this for years. How true this perception can be in the eye of the adult learner. Our students pay for the opportunity to acquire an education. Their tuition should not excuse them from accountability.
I have used this approach myself and have found it to be very useful.
Student are customers. They tell other people how our business is. Thats why each day we have to teach and go the extra mile to help our students.
The student is the customer and depending on your role at the shool would determine the what is good customer service.
If you are a financial aid advisor, good service would be giving accurate information in a timely manner and making sure all paperwork is filled correctly.
If you are an instructor it would be making sure on the information required for the class was provided in a way to reach all your students no matter the learning style.
