Why have those higher ed institutions that have implemented a culture of service excellence been successful? Three important reasons: 1. In a culture of service excellence, students and faculty feel they matter and belong. This is critical because students learn best where there is mutual care and respect. This is a part of the environment […]
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The number one reason why an initiative focused on creating a culture of Service Excellence is not as successful in a college/university as it could be is: Senior Leadership Commitment. There is an old fable about a Pig and a Chicken walking down the road. The Chicken says: “Hey Pig, I was thinking we should […]
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Many colleges are starting to host Open House Days for students that have been accepted for admission to their school and also inviting students who are still deciding on which school to choose. Most higher ed institutions are thinking about how they are being compared to other higher ed institutions and many feel good that […]
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In recent surveys, 75% of college presidents and senior administrators feel they provide students with great customer service on their campuses. The majority of college leaders also believe that their staff and managers have been trained to deliver great service and there is a clear customer service vision on how to best interact with students. […]
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The University of Southern Maine is trying to avoid a death spiral. Enrollment is down 1/3 leading to a massive budget shortfall. The market will not accept dramatic increases in tuition and the legislature is not willing to bail them out. To survive, 1/5 of faculty and 1/6 of staff positions are to be eliminated. […]
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