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Quality Service in Higher Education
Transcript of Quality Service in Higher Education
Barriers to providing
good, effective service
in Higher Education
Types of customers
or exceeding expectations.
It's about producing a
from the perspective of the
What is important to
What experience are people left with after interacting
with your office/department/center/YOU?
Clarity, Conflict Management
Customer Service vs.
"Hospitality exists when you believe
the other person is on your side...
Hospitality is present when something
you. It is absent when
is the technical delivery of a product.
is how the delivery of that product makes its recipient feel...
To be on a guest's side requires listening to that person with every sense, and following up with a thoughtful, gracious, appropriate
response. It takes both great service and great hospitality to rise to the top."
Source: Danny Meyer
Setting the Table: The Transforming
Power of Hospitality in Business
Lack of training
Evaluation of current service
"We need to stop thinking about service
to the student as an interruption to our work.
Service to the student is why we're there.
Your #1 priority is taking care of the student."
how may I help you?
go the extra mile
verify before transferring
listen for more questions
know your resources
use soft phone transfers
Quality service requires
Hire good talent (you can train skills, but not attributes)
Train & cross-train continually
Agreements & expectations
Evaluate current service
Wait-times in lines
Accuracy of answers
What is preventing the student from pursuing his/her academic goals?
Problem solve & learn
Use the LEAPS model
Source:Buckingham & Coffman -- Gallup Organization
Core Standards of Effective Service
Source: Improving Customer Service in Higher Ed,academicimpressions.com
Rick Weems, Assistant Vice President for Enrollment Southern Oregon University
Listen, Empathize, Apologize, Problem Solve
Questions, Suggestions, Feedback?
resolve first, then educate