by TeriYanovitch | Oct 30, 2013 | Customer Service, Higher Education
Your students can be on overload. It’s easy for them to get overwhelmed with choices and technology or to get confused with the college jargon. Sometimes they ask questions that on the surface seem ridiculous. For example, the second most frequently asked...
by TeriYanovitch | Oct 15, 2013 | Customer Service, Higher Education
One of the more fascinating aspects in working with people involved in higher education is the high opinion of their own prowess in delivering Service Excellence. Among the biggest disconnects with reality is the feeling that customer service is just common sense...
by TeriYanovitch | Oct 1, 2013 | Customer Service, Higher Education
Customer service for college administrative staff starts by identifying who their customers are. Even in a higher education environment there are internal customers and external customers. External customers range from mainly the student, to parents, alumni, board...
by TeriYanovitch | Sep 4, 2013 | Customer Service, Higher Education, Tips & Tools
Colleges and universities are beginning to recognize why having a culture of service excellence is so important, but don’t know how to design and implement it. This article gives an overview of the 7 Leadership Actions that if developed, communicated, executed and...
by TeriYanovitch | Aug 22, 2013 | Customer Service, Higher Education, Tips & Tools
Students receive grades and are evaluated on how well they perform in their chosen studies. The grade lets them know where they stand and where they need to improve. Rarely does anyone rest on their laurels, most students are always striving to do better. What grade...
by TeriYanovitch | Aug 1, 2013 | Customer Service, Higher Education
I was at a social gathering this weekend talking with some recent graduates about where they went to college, how they enjoyed it, and what it is they are doing now. One of them gave a story about an experience she had in her freshman year that will forever be...
