Change your service – Match your brand!
As your partner, we’ll develop a campus-wide plan for service excellence that matches your brand and meets your institutional goals. Using realistic service standards for things like turn-around times for email or voice mail, your staff team will become trainers and service champions!
Does this sound familiar…
Bad service reviews on social media? Have your Yelp reviews made you gasp? Back in the day, a student who waited in long lines in our student service office told others in line, their friends in the cafeteria and their family at the dinner table how awful it was. Now, as they wait in your line, they are telling thousands of folks on social media before they even get to you at the front desk. In the current climate of soft enrollment numbers, that can’t be good!
Worried about your brand? You may have spent lots of money and many years to establish the brand that leaps off the page of your view book or website. But if your brand promise cannot be delivered in every daily interaction with students, it won’t have the shelf life that you bargained for! Strategic Enrollment Management may help you get the right students, but poor service, showing lack of respect for students as customers, can quickly sour that relationship.
It’s easy to blame the student but that won’t solve it. Yes, student expectations are high but so are their personal costs and sacrifices to attend our institutions. But when we get frustrated, curt and cranky with students in response to their demands, we lose the battle and perhaps even lose the war as the student can easily walk away! Students will always ask for a lot, but we can certainly always afford to give them respect!