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 | 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 | 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...
