Elevating Customer Service In Higher Education

Author : Heath Boice-Pardee,Dr. Emily Richardson,Eileen Soisson
Publisher : Unknown
Page : 198 pages
File Size : 44,5 Mb
Release : 2018-06-04
Category : Electronic books
ISBN : 1948658038

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Elevating Customer Service in Higher Education by Heath Boice-Pardee,Dr. Emily Richardson,Eileen Soisson Pdf

Elevating Customer Service in Higher Education provides an in-depth guide by three practitioners with decades of combined experience in the higher education and hospitality sectors. Our authors are deeply embedded in customer service initiatives and have certified hundreds of higher-ed professionals at Academic Impressions' customer service trainings and on-campus workshops. In this guide, our authors will walk you through: Core service competencies Strategies for supporting frontline staff in enhancing customer service Examples of customer service scripts for dialogue, phone, voicemail, and email Detailed guidelines for creating physical environments on campus that facilitate better service Worksheets and tools for auditing policies and practices that impact customer service Tips for cultivating faculty and staff buy-in Examples of exemplary customer service initiatives at other colleges and universities REVIEWS "Elevating Customer Service should be read by every administrator who cares about retention and service excellence." - Neal Raisman, N. Raisman & Associates "In today's competitive market in higher education, a partnership between academics and customer service is key to attracting and retaining students. This handbook shows practitioners how to enhance service excellence while maintaining academic integrity." - Bill Destler, President Emeritus, Rochester Institute of Technology "How refreshing and encouraging it is to read a book about customer service on today's college campuses. The reality is higher education today is rapidly changing and models of leading a university are significantly altered in todays environment. Customer service can no longer be viewed as a negative concept on our campuses. Rather, such service is mandated today in whatever form one wishes to call it. Students, parents, employers, and college employees are demanding it. Implementing such measures that change a campus's culture may mean the difference between those colleges that survive and those that do not. The foundations of quality service discussed in this book should be mandatory reading for all college administrators." - David DeCenzo, President, Coastal Carolina University "This insightful book provides a step-by-step guide to assess, evaluate, and implement strategies to improve the effectiveness of any department or division within the academy. The authors provide valuable information and a workable template to enhance the student experience on campus and ultimately improve retention, and recruitment efforts in an era in which colleges and universities are fiercely competing to attract and retain students." - Jim Pillar, Associate Vice President of Housing, Monmouth University "This really made me think about our office environment and how we can work toward improving not only the student experience but the front-line staff experience as well. It truly is a practical guide with relevant activities and things to consider." - Kerri Wilson, Director of Off-Campus Living and Community Partnerships, Rutgers University-New Brunswick

Author : Neal A. Raisman
Publisher : Unknown
Page : 261 pages
File Size : 51,7 Mb
Release : 2008
Category : College attendance
ISBN : 1935066021

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The Power of Retention by Neal A. Raisman Pdf

Academic customer service is not just a legitimate concern but a necessity for colleges and universities. Building on the lessons outlined in 'Embrace the Oxymoron', the author takes the next steps with more solutions, how to's, research and formulas to assure college retention, enrollment and financial success.

Author : Mario C. Martinez,Brandy Smith,Katie Humphreys
Publisher : Taylor & Francis
Page : 142 pages
File Size : 52,9 Mb
Release : 2023-07-03
Category : Education
ISBN : 9781000980110

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Creating a Service Culture in Higher Education Administration by Mario C. Martinez,Brandy Smith,Katie Humphreys Pdf

Service delivery is part and parcel of every higher education professional’s job, both to improve service to students and to each other as “internal customers”. Until now higher education professionals have had to rely, for their professional development, on books and training designed for the business sector. This book is the first to specifically address the needs of higher education professionals across a wide range of administrative functions within college and university environments. It is designed for administrative staff and management, ranging from professionals working in centralized functions such as student affairs and enrollment management to those working as advisors or in career centers, whether in community colleges, four-year institutions, or for-profit institutions.Each chapter applies customer service principles to scenarios that are relevant to higher education. The book begins by engaging the reader to define service and identify the external and internal customers who are recipients of that service. It then maps customer interactions into a series of steps and offers departments and individuals a tool to maximize the customer experience. Additional chapters address customer expectations, creating a service culture on your campus, and managerial influences on staff service delivery. Creating a Service Culture in Higher Education Administration is a complementary book to the online customer service and management training resources at softskillspros.com.

Author : El-Amin, Abeni
Publisher : IGI Global
Page : 323 pages
File Size : 44,7 Mb
Release : 2023-01-06
Category : Education
ISBN : 9781668446010

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Elevating Intentional Education Practice in Graduate Programs by El-Amin, Abeni Pdf

Educational leaders must institutionalize, implement, execute, and review initiatives to ensure graduate programs exceed performance metrics of educator quality, educational services, activities, technology, continuous improvement, and intentional education practice. Likewise, leaders must recognize that stakeholder engagement is invaluable to alleviate challenges in developing, assessing, and improving graduate program performance. Elevating Intentional Education Practice in Graduate Programs analyzes how higher education leaders implement performance improvements for graduate education and provides an interdisciplinary perspective of how issues and challenges concerning graduate program performance effectiveness impact stakeholders. Covering key topics such as online education, student learning, organizational development, and authentic leadership, this reference work is ideal for researchers, scholars, academicians, practitioners, educators, and students.

Author : Mario Martinez
Publisher : Unknown
Page : 116 pages
File Size : 48,7 Mb
Release : 2013
Category : EDUCATION
ISBN : 1461951933

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Creating a Service Culture in Higher Education Administration by Mario Martinez Pdf

Author : Darryl S. Doane,Rose D. Sloat
Publisher : Human Resource Development
Page : 274 pages
File Size : 52,5 Mb
Release : 2003
Category : Customer services
ISBN : 0874257379

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50 Activities for Achieving Excellent Customer Service by Darryl S. Doane,Rose D. Sloat Pdf

Increase the creativity and skill level of customer service representatives, demonstrate what excellent customer service is, provide insights and practice to improve customer service, develop your own organization's bank of customer service learning situations.

Author : Fern Westernoff,Stephaney Jones-Vo,Paula Markus
Publisher : Corwin Press
Page : 325 pages
File Size : 52,7 Mb
Release : 2021-03-03
Category : Education
ISBN : 9781544380124

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Powerful Practices for Supporting English Learners by Fern Westernoff,Stephaney Jones-Vo,Paula Markus Pdf

Highlight the assets of English Learners in your classroom Students do better in school when their voices are heard. For English Learners, that means not only supporting their growing language proficiency, but also empowering them to share their linguistic and cultural identities. This practical guide, grounded in compelling research and organized around essential questions and answers, is designed to help all educators build on their current competencies to authentically harmonize home languages and cultures in the classroom. Inside you’ll find • The emotional, social, linguistic, cognitive, and academic rationale for incorporating cultural and linguistic assets • Creatively illustrated powerful practices with concrete examples of successful implementation • Myth-busting reflections to spark critical thinking about diversity, inclusive education, and family engagement • Curriculum connections tied to American and Canadian standards By recognizing and validating every student’s linguistic and cultural assets, you create a supportive environment for academic success.

Author : Anonim
Publisher : Unknown
Page : 123 pages
File Size : 41,6 Mb
Release : 2004
Category : Consumer satisfaction
ISBN : 1844782751

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Customer Satisfaction with Higher Education Financial Support Arrangements by Anonim Pdf

Author : Matthew C. Weber
Publisher : Rowman & Littlefield
Page : 227 pages
File Size : 40,7 Mb
Release : 2023
Category : Teaching
ISBN : 9781475870510

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Elevating the Teaching Profession by Matthew C. Weber Pdf

"Matthew Weber, PhD, has served as a teacher, principal, department director, district program evaluator, and deputy superintendent. After 41 years as a public-school educator, he retired as an idealist, believing in incorporating the most current knowledge from research and practice"--

Author : Debbie Haski-Leventhal
Publisher : Emerald Group Publishing
Page : 174 pages
File Size : 46,8 Mb
Release : 2020-06-23
Category : Education
ISBN : 9781838672850

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The Purpose-Driven University by Debbie Haski-Leventhal Pdf

This timely book offers the why, how and what of a purpose-driven university, utilising cases, research, concepts and a framework which can be implemented in any university interested in making a difference. This book tells the stories of purpose-driven universities and other organisations.

Author : Shannon Deer,Cheryl Miller
Publisher : Rowman & Littlefield
Page : 229 pages
File Size : 47,8 Mb
Release : 2021-08-15
Category : Business & Economics
ISBN : 9781538152386

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Business Doing Good by Shannon Deer,Cheryl Miller Pdf

Outlines six principles and best practices for hiring and retaining women with challenging backgrounds Recently, business leaders have shifted their focus from a profit-only mindset to considering the impact of their businesses on all stakeholders. At the same time, the United Nations set aggressive Sustainable Development Goals (SGDs) to improve our world by 2030. These SDGs address all major needs facing our world today, such as: eradication of poverty and hunger, access to clean water, gender equality, and decent work and economic growth. These are significant problems facing the world that have in the past largely been left to nonprofit organizations and governments to solve. Investors and customers have higher expectations for companies to make a positive social and environmental impact. They want to know business can do good. Following suit, today’s business leaders are starting to recognize we will never fill the gap between where we are and where we want to be if businesses do not also do their part to contribute sustainable solutions to these enormous social problems. This book provides a guide for businesses to make a significant positive impact while also benefiting their businesses. Business Doing Good outlines six principles business leaders can implement to effectively hire women who have experienced incarceration, poverty, addiction, and/or engagement in the sex trade. While making a difference to both these women and communities, businesses benefit from the women’s resourcefulness, resilience, ability to motivate, and other unique skills and perspectives only available to someone who has overcome difficulties. Investments in women, in general, are exponential as they are more likely to return that investment to future generations. The impact is endless. If we are going to end poverty and create economic development, women who have overcome challenging pasts cannot be excluded.

Author : Eryong Xue,Jian Li
Publisher : Springer Nature
Page : 173 pages
File Size : 47,6 Mb
Release : 2020-01-21
Category : Education
ISBN : 9789811527883

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Innovating World-Class Technology-Oriented Higher Education in China by Eryong Xue,Jian Li Pdf

This book examines how to create world-class, technology-oriented innovation in higher education in China. It also proposes a model in response to the demand for promoting scientific and technological advances and technological innovation in the Chinese higher education system. Moreover, the book explores key concepts, pathways, models, policies, practices, trends and implications, and offers insights into fostering innovation in higher education. Lastly, it discusses how public policy theories can be applied to promote university technology transfer in order to create world-class universities in today’s China.

Author : Watson, Sandy White
Publisher : IGI Global
Page : 361 pages
File Size : 50,7 Mb
Release : 2024-03-22
Category : Education
ISBN : 9798369321348

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Applications of Service Learning in Higher Education by Watson, Sandy White Pdf

In higher education, a pressing issue has emerged—how to authentically connect academic pursuits with real-world challenges. The last decade has witnessed an escalating call for heightened interaction between universities and the "real world". Demands have grown for higher education institutions to instill democratic citizenship and address students' moral development. In response to this rise in demand, there has been a notable shift toward emphasizing service learning within academia. As educators grapple with the imperative to seamlessly integrate theory and practice, Applications of Service Learning in Higher Education steps into the forefront, delving into the myriad applications of service learning to effectively address this critical issue. Applications of Service Learning in Higher Education examines the complexities surrounding service learning in higher education. At its core, the book aims to showcase concrete examples of successful service learning applications, acting as a catalyst for the integration of this transformative pedagogy into the academic fabric. Beyond the surface, the book delves into the intricate planning, execution, and assessment stages of service learning projects, whether manifested within local communities or on an international scale. It seeks to fill notable knowledge gaps, particularly in less-explored regions like Latin America and the Caribbean and underscores the significance of multidisciplinary experiences. As the narrative unfolds, the book addresses the symbiotic relationship between service learning and students' programs of study, transforming communities into vibrant classrooms where learning transcends traditional boundaries.

Author : Marques Vickers
Publisher : Marquis Publishing
Page : 169 pages
File Size : 40,7 Mb
Release : 2017-01-04
Category : Architecture
ISBN : 8210379456XXX

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John D. Parkinson: Eternally Elevating the Los Angeles Skyline by Marques Vickers Pdf

In his book “John D. Parkinson: Eternally Elevating the Los Angeles Skyline”, author Marques Vickers examines the architect’s life and creative legacy. Parkinson is noted for his iconic Los Angeles landmarks. His most recognized works include the Los Angeles City Hall, Memorial Coliseum, Union Station, Bullock’s Wilshire and the nucleus of USC’s campus. Vickers photographs thirty-six of his standing projects and provides background details on their origins and design. Following four years of steady commissions in Seattle, Parkinson uprooted his practice to Los Angeles in 1894 following a series of financial reversals. Over the next forty years, he was credited with over 200 projects. Fifty remain today creating a blueprint for twentieth century Los Angeles modernism. Despite his achievements, output and recognition during his era, his name is nearly forgotten amongst memorable architects. Parkinson died in 1935 and both his son and grandson, who carried on his practice died within in twenty years. Their premature passing contributed towards his name receding from public recognition. Many of his prominent skyscrapers formed the core of Los Angeles’ downtown financial, theatre and shopping districts. The decline of these sectors during the 1960s into squalor and vice further diminished his reputation. A current revitalization of Spring and Broadway Streets has renewed appreciation for Parkinson’s classic designs and aesthetic contributions. The edition traces the improbable evolution of a master architect from his modest Lancashire, England background. Parkinson left school at thirteen, apprenticed with a Bolton architect while studying evenings at the local Mechanics Institute. His eventual immigration to America included formative stops in Winnipeg, Canada, Minneapolis and Napa. His genius and innovation first emerged in Seattle through Romanesque Revival styling. His classic Los Angeles designs were articulated through Beaux Arts, Spanish Renaissance and Art Deco. Photographed and elaborated upon in “John D. Parkinson: Eternally Elevating the Los Angeles Skyline” Seattle Years and Projects (1889-1894): Interurban Building B. F. Day Elementary School Alexander Hall Garrand Building Los Angeles Years and Projects (1895-1939) Homer Laughlin Building (Los Angeles’ first steel-reinforced and fireproof structure) O.T. Johnson Building Brady Building (Los Angeles’ first skyscraper) Trustee Building Security Bank Building Alexandria Hotel Bullock’s Department Store Yorkshire Apartments Pacific Southwest Bank Pershing Square Renovation Rowan Building A.G. Bartlett Building Washington Building Junipero Serra Building Crocker Bank Building Rosslyn Hotel and Rosslyn Annex Los Angeles Theatre Center Security Trust and Savings Building Los Angeles Memorial Coliseum Metropolitan Annex Building Hotel Hayward Addition Southern California Gas Company Complex USC Gwynn Wilson Student Union Building Los Angeles City Hall Complex Title Insurance and Trust USC Zumberge Hall of Science Building USC George Finley Bovard Building Bullock’s Wilshire Department Store Los Angeles Stock Exchange Banks and Huntley Building Title Guarantee and Trust Building

Author : Nick van Dam
Publisher : Lulu.com
Page : 281 pages
File Size : 45,9 Mb
Release : 2018-07-02
Category : Employees
ISBN : 9780692150818

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Elevating Learning & Development by Nick van Dam Pdf

The defining attributes of the 21st-century economy and fourth industrial revolution are innovation, technology, globalization, and a rapid pace of change. Therefore, an organization's capacity to enhance the capabilities of its workforce and create a culture of continuous learning are vital to remaining competitive. These trends make an effective learning-and-development (L&D) function more critical than ever. This compendium of articles, from L&D professionals at McKinsey & Company, discusses every facet of professional development and training-from ensuring that L&D's efforts are closely aligned with business strategy to elements of advancing the L&D function, designing learning solutions, deploying digital learning, executing flawlessly, measuring impact, and ensuring good governance. For L&D professionals seeking to hone their organization's efforts, Elevating Learning & Development: Insights and Practical Guidance from the Field is the ideal resource.