Customer Service
My job is to be available to students when they have problems with their loans, grades, or other issues. Students think they can come into my office if the door is open any time! And they will hover around the door even if I am on the phone. On the one hand, it's good that they can figure out who can help them with their issue, but on the other hand, I still have to do my jobs!! What I have learned is to stream line the questions, and I have created possible problems that may come up. Then, on the first day, I have a handout and I personally meet with the new students to review any questions or concerns. I also trained junior staff to field some of the easier questions as well. That way, I front load my time!
Absolutely! This was what I was referring to when I said "front loading" By spending time working with staff and developing skills before sets a proactive problem solving rather than a reactive problem. I think that this is a better way to manage my time. As well, if there are more problems, than we can look at some solutions as a team because staff have more invested and students are more invested.
Carmen,
Training others to help students is very important. It provides a way to get service for the students and a developmental opportunity for staff.
Jeffrey Schillinger
