by TeriYanovitch | Jun 18, 2013 | Customer Service, Higher Education, Tips & Tools
I was listening to an enthusiastic lecture by Professor J. Rufus Fear Ph. D. about Pericles in the golden age of Athens. The professor was vividly describing their achievements in art, theatre, architecture, pottery, philosophy, and science. What they accomplished was...
by TeriYanovitch | Jun 4, 2013 | Customer Service, Higher Education
“Horrible customer service” is how the IRS recently characterized their very public troubles. It seems all institutions are now learning the power and exposure that customer service plays in our society. While in higher education many institutions do not feel...
by TeriYanovitch | May 30, 2013 | Customer Service, Higher Education, Tips & Tools
Two main ingredients are required to lead a culture of customer service in higher education: communications and personal example. Consistent communication of the way you expect employees to treat students must be transmitted on a regular basis. All formats of...
by TeriYanovitch | Apr 24, 2013 | Customer Service, Higher Education
Graduation is right around the corner for most college campuses and everyone is getting prepared for the big event. What a great time to showcase the college and impress your visitors with your outstanding customer service. Those visitors are your customers for...
by TeriYanovitch | Feb 13, 2013 | Customer Service, Higher Education
Higher Education is catching on to what industry has had to painfully learn: Service is the new differentiator. As products and service become more ubiquitous, the customer experience is becoming the battleground for attracting and retaining customers as well as...
by TeriYanovitch | Jan 24, 2013 | Customer Service, Higher Education
As Darwin points out “it is not the strong that survive, but the adaptable”. Higher education has held a sacred place in our society. Our colleges and universities are a unique ecosystem that provides value to a wide array of stakeholders such as students, job...
by TeriYanovitch | Aug 21, 2012 | Customer Service, Higher Education
Why don’t students who you’ve worked so hard to recruit and enroll, stay in school? Conventional wisdom would cite financial reasons, scheduling difficulties, poor grades, or simply personal. Yet, studies show that almost 72% of students leave because of...
by TeriYanovitch | Aug 7, 2012 | Customer Service, Higher Education, Tips & Tools
Colleges are struggling to increase student retention rates. What would Walt think of the way staff, faculty, students and parents all interact? Walt Disney once said “do what you do so well that they will want to see it again and bring back their friends.” If Walt...
by TeriYanovitch | Aug 1, 2012 | Customer Service, Tips & Tools, Uncategorized
Someone once asked me why Walt Disney World, Ritz Carlton, and Nordstroms were so lucky in that they always got such great people working for them. My response – it’s not by luck, it’s planned and managed. A culture is made up of the people you hire; therefore, the...
by TeriYanovitch | May 15, 2012 | Customer Service, Higher Education
Graduation time is here and there is much celebration in the air for those students who have made it across the stage and received the piece of paper that they hope will help them make their entry into the job world with a great paying job. But what about those who...
