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 | 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 | 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 | 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...
