Customer service in higher education
The good news is schools that meet these customer service expectations can increase retention by 20 percent. As a result, they have high expectations for this service.
Goals for the program can be measured with both qualitative and quantitative feedback. We train staff to become role models for service excellence as they encourage students to become better customers!
For the first time, colleges and universities have the opportunity to retain the customer for a lifetime and to build real brand loyalty as an education provider, not just nostalgia as an alma mater.
Customer service at community colleges
I would be incorrect if I said that these concepts are new to Higher Education, and are not being practiced at all today. They are looking more and more closely at their customers and trying to provide high impact customer service. There is a social, moral and ethical responsibility that higher education has to their students, parents of students and society at large for the investment everyone is making. A great example of Higher Education institutions appealing to their constituents that closely aligns with Customer Experience principles is through their athletics programs. At a high level, the lifecycle of a Customer involves attraction to the product, successfully completing the transaction, and maintaining a relationship to generate future transactions. Valuable lessons can be learned from the customer experiences of private businesses. As student expectations rise, this has become an increasingly unmanageable strategy, especially since attracting and retaining students is only half of the equation. This mindset is where Business can help define and provide inputs into the discussion of customer service in Higher Education. Many are working full-time, some with added responsibilities of blended families and mortgages. Staff have always done their best to respond to student needs, but until recently, staff were left trying to manage the complexities of effective service on a one-off basis. They are accustomed to making major purchases and expect their schools to deliver a similarly high calibre of service. Works Cited Hall, J. Prestige is relevant to alumni, community support, and donor giving.
It was the future — it was your future. This is basic marketing stuff, yet HEIs appear not to engage with the activity of doing in-depth market research… why? So, what can be done? We believe college has the power to transform.
I would be incorrect if I said that these concepts are new to Higher Education, and are not being practiced at all today.
based on 34 review