Hi Phillip,
Nicely stated! Students must realize that we put them first, and we provide impeccable customer service, but standards will not be sacrificed just because we put them first. Students must still abide by all rules, policies, and procedures.
Patricia Scales
In the for profit school that I am working for the students are not our customers but the industry is our customer that will be hiring our graduates. There is a concern that we as instructors are held to a completion rate and ultimately the percistance rate of the institution. As instructors we know that the students in front of us are our customers and if all of our and their needs are met both the institution and the student will be sucessful. We the instuctors are held to high standards of professionalism, compliance, academic, and governing organizational standards. At the same time we balance the needs of the students by being aware of what the concerns are that they are having as adult students. We need to be advisors, a listening ear, coach and the experienced educator. I have had students email me about dropping the class due to a sudden illness or family problem, they are also concerned about retake fees and lose of benefits if they don't finish the course. All it takes is an alert to the student services department and getting the student with a counselor to work out a plan. Most times students return sucessfully within a couple of weeks with a thank you for helping them. We all need to remember that customer service isn't always worrying about loosing a customer but helping the customer (student) achieve their goals.
I think customer service needs to be clarified to the students.Some students think they do not have to do the work,because they are paying for the class. Other students think they can do what ever they want,because they are paying for the class.
I try to explain that even though they are paying for the class,they must put forth effort and follow school guide lines to be successful.
I also explain that my part of customer service is to make sure the information is pressented in a clear format and that all tasks are demonstrated in such a way, that they can be duplicated by the student.I also do my best to present the information in an interesting manner so the students will stay engauged and have the desire to do the work.
Hello Patricia,
Rather than 'customer-service' a term that seems to fit more in a retail setting I liked the term 'customer-oriented' when used in conjunction with education and students. The learning institution, instructors and the staff being there to more guide the student(s) in their learning so that they may achieve their goal(s). Moreso than trying to sell them or convince them to purchase a product.
This is my first time in the CEE program so please bear with me.
Hi Karmle,
I like the response! It takes everyone, and we all are customers.
Patricia Scales
In our school, customer service is discussed as ...whio is the customer? The answer is everyone you have contact with in the college and in the work place.
Hi Joseph,
Promoting good customer service to our students is important. Students need to and want to feel a sense of importance. We have to treat our students like royalty, yet not sacrificing standards.
Patricia Scales
i agree. the more i put in - the more i want them to get out of it. motivation is key and is part of the customer service.
Hi Craig,
I concur! Companies are definitely our customers too! We have to produce a quality graduate in order to keep our companies happy that hire our students.
Patricia Scales
Hi Laura,
We should definitely give our students impeccable customer service. They are the reason we have jobs!
Patricia Scales
I wholeheartedly agree! Students demand excellent customer service in the classroom!
I could not agree more as instructors we can be faced with not only the student as a customer but also the industry we are training them for and alot of effort is put forth to be secussful with both
Hi Steven,
Customer service is key to any business, it does not matter what type of business. Customer service can make or break you!!!
Patricia Scales
As a business owner, a customer, and as and educator for the past thirty years, I have found customer service is a prized commodity as it directly impacts the bottom line of any business. Given today's struggling economy, higher education institutions are dealing with decreased revenues and searching for ways to do more with less. As educational institute, we at UTI/MMI have found that the best way for us to accomplish this objective is to place a renewed focus on meeting or exceeding the expectations and needs of our customers, namely our students and our business partners (the motor companies - Honda, BMW, Harley-Davidson, and etc...). One could argue that the meteoric rise in student enrollment at for-profit institutions is a wake-up call to traditional colleges and universities and an indicator that students are seeking education opportunities in outlets that meet their customer service needs; in other words, "for profit schools".
Hi Bryce,
I agree! It is a good mixture of being firm, yet nice to the customer (student).
Patricia Scales
my personal thought is that you must keep the customer happy, but you cannot let the customer walk all over you. It's a hard balance and some people will test you but once your foot is down they will respect you.
Hi Sameerah,
Absolutely!!! We have to help our students keep their eyes on the prize...Graduation/Career!
Patricia Scales
Hi Nicholas ,
You have it! I can tell you put your students first! Keep up the good work!
Patricia Scales
The educators success should be in direct correlation with the students success. As an educator I feel my job,(the customer service I provide) is to deliver quality information or the avenue to acquire it. The student is my guest everyday. I am to provide for them a service which will help them successful in their educational goals.
I totally agree...students and the instructors must do their parts...the ultimate goal is Graduation and getting into the workplace!!!
