“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 comfortable using the word “customer” in an academic setting or use the words “customer and service” as it relates to any of their stakeholders; such as, alumni, students, parents, community members, corporate employers, and co-workers – they play the same role.  Customer service must become a part of the culture in how people act and treat each other.

Does your institution maximize the value added that service excellence brings? What is your culture and how are you perceived by your stakeholders?