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 | Aug 22, 2013 | Customer Service, Higher Education, Tips & Tools
Students receive grades and are evaluated on how well they perform in their chosen studies. The grade lets them know where they stand and where they need to improve. Rarely does anyone rest on their laurels, most students are always striving to do better. What grade...
by TeriYanovitch | Jul 25, 2013 | Higher Education
Gates, the devotee of data and management by statistical analysis is on a collision course with Higher Ed. We all know that decisions in Higher Ed are based more on collaboration, not data. This collision should provide for great theater. It remains to be seen if it...
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 | Jun 4, 2013 | Customer Service, Higher Education
“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...
