by TeriYanovitch | Aug 26, 2014 | Higher Education
The subject NYT opinion piece should be a watershed. It starts off with the perfunctory attacks on business practices in education, reformers, market solutions and competition. But, after aimlessly meandering through the woods, it then remarkably, makes a U-turn and...
by TeriYanovitch | Mar 4, 2014 | Higher Education
I read a recent article in Inside Higher Ed on Kenneth Starr being unanimously voted to be chancellor of Baylor University. Yes, the same Ken Starr of Bill Clinton and Monica Lewinsky fame. Yes, the same University that has...
by TeriYanovitch | Jan 14, 2014 | Customer Service, Higher Education
A recent article in Slate on Southern New Hampshire University tells a tale of two cities. SNHU was on death watch. SNHU was a struggling private school with declining enrollment, weak finances, and no name recognition. This is not such an uncommon position as over...
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...
