by TeriYanovitch | Nov 14, 2014 | Higher Education
“Look on my Works, ye Mighty, and despair?” So goes Shelley’s famous warning to pretensions of greatness and hubris. One cannot help but recall Shelley’s celebrated sonnet when listening to the intractable positions taken by many stakeholders in Higher Ed....
by TeriYanovitch | Sep 2, 2014 | Customer Service, Higher Education
This week I was on several college and university campuses as the first week of school was getting under way for the year. It was hard not to miss the many parents that were wistfully watching their young son or daughter get settled in their living residences and...
by TeriYanovitch | Aug 26, 2014 | Higher Education
The subject NYT opinion piece should be a watershed. It starts off with the perfunctory attacks on business practices in education, reformers, market solutions and competition. But, after aimlessly meandering through the woods, it then remarkably, makes a U-turn and...
by TeriYanovitch | Jul 22, 2014 | Higher Education
When you pull down the tray in front of your airline seat and see that it is broken, do you think that the cabin crew is falling down on the job, or do you start to worry about the plane’s engine? When you see a smudged lipstick print on your wine glass, do you think...
by TeriYanovitch | Jul 1, 2014 | Higher Education
If we want improvement in our processes, it is important to measure. By not measuring, we don’t really know what or how big is our problem or obstacle. I am often asked the question: “How do you measure service?” Below is a worksheet that may...
by TeriYanovitch | Jun 24, 2014 | Higher Education
Great coaches know the importance of keeping their team in line with a clear vision of where they are going. When team members drift off, the coach is right there to bring them back. When I ask the question to managers “why is counseling employees challenging?” I...
by TeriYanovitch | Jun 3, 2014 | Higher Education
More and more, as I work with colleges and universities, I am hearing the word “transparency” coming up as a needed service standard. This implies to me, that currently, there is little to no transparency. Is it that we live in such a non-transparent world today that...
by TeriYanovitch | Apr 24, 2014 | Customer Service, Higher Education
A happy student is a more successful student. Good customer service does not mean giving students an “A” grade if they don’t deserve it, good customer service means creating an experience that surrounds the...
by TeriYanovitch | Mar 4, 2014 | Higher Education
I read a recent article in Inside Higher Ed on Kenneth Starr being unanimously voted to be chancellor of Baylor University. Yes, the same Ken Starr of Bill Clinton and Monica Lewinsky fame. Yes, the same University that has...
by TeriYanovitch | Jan 14, 2014 | Customer Service, Higher Education
A recent article in Slate on Southern New Hampshire University tells a tale of two cities. SNHU was on death watch. SNHU was a struggling private school with declining enrollment, weak finances, and no name recognition. This is not such an uncommon position as over...
