Retention
The field I come from constantly grades us on customer retention/satisfaction......surveys for Customer Satisfaction Index a.k.a. CSI. I tell my students that the only way I could help customers was to approach their problem as though it were MY problem . This allowed me to detach myself(usually!) from customers screaming and yelling at times.I tried to see the problem from their point of view.
I try to use the same approach in my classroom....if my student has an academic problem I will help with tutoring,questions,slowing down whatever it takes for them to understand and it has seemed to help keep retention up.
Why do you think problems are easier to spot in some classes than others, Adam? Are there differences in content or delivery that account for the difference?
The area that I deal with right now is different than the general core classes and problems are a lot easier to spot than in the core classes. Whatching the test scores and hands on evaluations is a good indicator of students with a problem. It doesn't even have to be their learning ability, it could be a personal problem that is distracting them (thoughts) from the course.
By listening to the students from day one gives you an advantage to talk with the students about any problems that they might have.
Yes we do, most of our courses have an area in the curriculum that emphasizes on professionalism, customer service and soft skills. We also have a 3 week course that specifically teaches Service Writing.
Does your curriculum include training in customer service? While recent grads may not be the first point of contact, they certainly will need these types of skills at some point.
I agree. Being in the automotive repair business that I have been in has really helped me be a better listener along with requiring soft skills that are needed in the classroom. The auotomotive repair business, unfortunately, attracts customers that NEED your service and may not necessarily WANT your service. You may have a young couple that has saved money to go on a vacation until their vehicle breaks down and now they have to use that money on car repairs. So, When they arrive at your shop, they are very upset at the situation and they may tend to take their frustrations out on you because you are there.Students will do the same thing. They may have had a very bad day and they may decide to take it out on you or a classmate. Being able to listen and dissolve the situation could make the differance in a student quitting or staying focused on ther goals.
Good advice, Guy. Trying to see the other perspective in important in all relationships. Walk a mile ...
