Elevating Customer Service In Higher Education

Elevating Customer Service in Higher Education provides an in-depth guide by three practitioners with decades of combined experience in the higher education and hospitality sectors. Our authors are deeply embedded in customer service initiatives and have certified hundreds of higher-ed professionals at Academic Impressions' customer service trainings and on-campus workshops. In this guide, our authors will walk you through: Core service competencies Strategies for supporting frontline staff in enhancing customer service Examples of customer service scripts for dialogue, phone, voicemail, and email Detailed guidelines for creating physical environments on campus that facilitate better service Worksheets and tools for auditing policies and practices that impact customer service Tips for cultivating faculty and staff buy-in Examples of exemplary customer service initiatives at other colleges and universities REVIEWS "Elevating Customer Service should be read by every administrator who cares about retention and service excellence." - Neal Raisman, N. Raisman & Associates "In today's competitive market in higher education, a partnership between academics and customer service is key to attracting and retaining students. This handbook shows practitioners how to enhance service excellence while maintaining academic integrity." - Bill Destler, President Emeritus, Rochester Institute of Technology "How refreshing and encouraging it is to read a book about customer service on today's college campuses. The reality is higher education today is rapidly changing and models of leading a university are significantly altered in todays environment. Customer service can no longer be viewed as a negative concept on our campuses. Rather, such service is mandated today in whatever form one wishes to call it. Students, parents, employers, and college employees are demanding it. Implementing such measures that change a campus's culture may mean the difference between those colleges that survive and those that do not. The foundations of quality service discussed in this book should be mandatory reading for all college administrators." - David DeCenzo, President, Coastal Carolina University "This insightful book provides a step-by-step guide to assess, evaluate, and implement strategies to improve the effectiveness of any department or division within the academy. The authors provide valuable information and a workable template to enhance the student experience on campus and ultimately improve retention, and recruitment efforts in an era in which colleges and universities are fiercely competing to attract and retain students." - Jim Pillar, Associate Vice President of Housing, Monmouth University "This really made me think about our office environment and how we can work toward improving not only the student experience but the front-line staff experience as well. It truly is a practical guide with relevant activities and things to consider." - Kerri Wilson, Director of Off-Campus Living and Community Partnerships, Rutgers University-New Brunswick

Academic customer service is not just a legitimate concern but a necessity for colleges and universities. Building on the lessons outlined in 'Embrace the Oxymoron', the author takes the next steps with more solutions, how to's, research and formulas to assure college retention, enrollment and financial success.

Service delivery is part and parcel of every higher education professional’s job, both to improve service to students and to each other as “internal customers”. Until now higher education professionals have had to rely, for their professional development, on books and training designed for the business sector. This book is the first to specifically address the needs of higher education professionals across a wide range of administrative functions within college and university environments. It is designed for administrative staff and management, ranging from professionals working in centralized functions such as student affairs and enrollment management to those working as advisors or in career centers, whether in community colleges, four-year institutions, or for-profit institutions.Each chapter applies customer service principles to scenarios that are relevant to higher education. The book begins by engaging the reader to define service and identify the external and internal customers who are recipients of that service. It then maps customer interactions into a series of steps and offers departments and individuals a tool to maximize the customer experience. Additional chapters address customer expectations, creating a service culture on your campus, and managerial influences on staff service delivery. Creating a Service Culture in Higher Education Administration is a complementary book to the online customer service and management training resources at softskillspros.com.

This book shares advice, how-to’s, validations, and cautionary tales based on minoritized students’ recent experiences in doctoral studies. Providing a change of view from inspirational works framed at the "traditional" graduate student towards the affirmation of marginalized voices, readers are given a look at the multiplicitous experiences of underrepresented identities in the predominantly, and historically, White academy. With the changing landscape of America’s institutions of higher education, this book shares tools for navigating spaces intended for the elite. From the personal to professional, these words of wisdom and encouragement are useful anecdotes that speak to the practitioner and academic.

Educational leaders must institutionalize, implement, execute, and review initiatives to ensure graduate programs exceed performance metrics of educator quality, educational services, activities, technology, continuous improvement, and intentional education practice. Likewise, leaders must recognize that stakeholder engagement is invaluable to alleviate challenges in developing, assessing, and improving graduate program performance. Elevating Intentional Education Practice in Graduate Programs analyzes how higher education leaders implement performance improvements for graduate education and provides an interdisciplinary perspective of how issues and challenges concerning graduate program performance effectiveness impact stakeholders. Covering key topics such as online education, student learning, organizational development, and authentic leadership, this reference work is ideal for researchers, scholars, academicians, practitioners, educators, and students.

Increase the creativity and skill level of customer service representatives, demonstrate what excellent customer service is, provide insights and practice to improve customer service, develop your own organization's bank of customer service learning situations.

Highlight the assets of English Learners in your classroom Students do better in school when their voices are heard. For English Learners, that means not only supporting their growing language proficiency, but also empowering them to share their linguistic and cultural identities. This practical guide, grounded in compelling research and organized around essential questions and answers, is designed to help all educators build on their current competencies to authentically harmonize home languages and cultures in the classroom. Inside you’ll find • The emotional, social, linguistic, cognitive, and academic rationale for incorporating cultural and linguistic assets • Creatively illustrated powerful practices with concrete examples of successful implementation • Myth-busting reflections to spark critical thinking about diversity, inclusive education, and family engagement • Curriculum connections tied to American and Canadian standards By recognizing and validating every student’s linguistic and cultural assets, you create a supportive environment for academic success.