by TeriYanovitch | Apr 9, 2015 | Customer Service, Higher Education
Every college or university I have visited complains of the silos between departments. These silos are like invisible walls that prevent co-workers from working together and building relationships. These walls create a competition between departments and people...
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 | 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 | 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...
by TeriYanovitch | Dec 17, 2013 | Customer Service, Higher Education, Tips & Tools
1. Remember their name or show familiarity whenever you see them on campus or talk to them by phone. 2. Identify with their emotions first, then try to meet their needs. For example, “John, I can see you are frustrated, let me see what I can do to help you.” By...
by TeriYanovitch | Nov 5, 2013 | Customer Service, Higher Education
Ready or not here it comes. This is not whether we like it or agree with it, Performance Funding is being introduced in 25 states and most of the other states are contemplating it. The Obama administration is also gearing up to tie its $1 billion in federal assistance...
