Matthew, Interesting! How do you find the new tool will assist you?
Dr. Jean Norris
We are in the process of developing a virtual student support website which will include a virtual chat function. We are also in the process of hiring an additional student mentor which means I need to develop the student mentor training which will include customer service training. We are also looking into providing some on-line tutoring services.
We strive to continually improve our students' experiences. Our students' satisfaction rose 4% from 2013-2014. Our goal is to grow our population by increasing net enrollments, meeting / exceeding our retention budgets, and increasing our graduation rates for our students. We hope these trends will help us be successful in these areas.
Jamie, Great! In what ways do you think all of these new trends will help your university?
Dr. Jean Norris
This would be helpful for our university as well, Christine. Students submit a ticket and wait or call a help line number.
We do have on site help but that doesn't help if a student is home trying to complete assignments.
We are in the process of updating a staff directory that will provide a summation of every department's function. We are also placing info slides outside each office door. Currently, we are researching customer service training providers for in house training.
Matthew, Great ideas! How do you propose to get all this started? Your enthusiasm is contagious!
Elizabeth Wheeler
We need to provide better access for on-line students to access the help that they need to ensure success in the classes that they are taking. My school has created an on-line student mentor position. The student mentor is responsible for contacting the students on a weekly basis to see how their classes are going and to offer assistance in resolving any issues. I was hired as the first student mentor and I get to create the position. I believe that the students need access to an on-line chat to ask questions. We also need to create a virtual student support center for students. We also need to start using communication methods that the student is going to respond to like text messaging. We need to also have access for these students to get on-line tutoring help. The items listed will help us increase the value, quality and convenience of the education that we provide on-line to our students.
I believe that all students should be greeted with the highest level of customer service. This lets them know that they are a prize piece of the functioning company. Having appreciation days, career fairs, student spotlights, etc are all good ways of increasing this feeling.
What I don't care for it treating the student (or refering to them) as a customer. I feel this blurrs the lines of education and makes us look at the student as a source of revenue as opposed to focusing on the education.
Angela, That's great awareness. How can you take this information and apply it to your practices with students?
Dr. Jean Norris
I agree todays students don't talk on the phone they use multi media sights to get information. It would be helpful to bring more of that into our schools.
Donald, That sounds like a new perspective for your school. How do you propose to help implement some of your ideas?
Dr. Jean Norris
An interesting question, but hard to answer. At our school we try to maintain contact with perspective students but getting them to do what they need to do is a problem. Students are always being pulled from my classes to complete various paperwork that they didn't do before they arrived at school.
As an instructor, I feel that there should be some attention given to understanding the students competencies before they actually start school. We have a wide range of students, from high school grads, veterans and retired people who just want to learn something new. Many seem to lack basic study skills and there are those who can barely read or do basic math.
Surely a form of placement test would at least prepare us as instructors to better address these shortcomings and would ultimately result in better student retention by not having the student become overwhelmed by the subject matter and drop out.
Perhaps an on line prep course could be made available for potential and current students to utilize to improve the skill sets that they are lacking.
I could address it on an individual level by taking the time to personally single out those who put forth extra effort and strive to achieve more. These people tend to be be future leaders and inspirers, and they need the confidence boost and recognition to keep them going.
Jorge, Human contact can be great and I like your perspective of customizing! Thank you for sharing.
Dr. Jean Norris
Another great insight, Paul. How do you propose to address this issue?
Dr. Jean Norris
Hello Dr Norris, I think I like the idea of having the internet customize services for individuals but in customer service, like 100 years ago, nothing like the nice human contact or gesture when wanting to impact a client in a positive way. thanks! J
Jorge, Interesting! What specific customer service trends would you like to see take place?
Dr. Jean Norris
Something we seem to implementing more and improving on is vertical knowledge, I.e. From front line instructors to managers and administrators, we all know a student's struggles and challenges. What I would like to see more of is recognition of the high achievers in this same vertical sense. We spend so much time on the struggling ones that we sometimes forget those who go above and beyond.
I would really like to see training courses on customer service as many people lack proper skills and/or ways to deliver content on this topic. this will help develop a culture of service in general. J
