Customer Service in Education
For-profit education is the "product" that the student (customer) is purchasing. Because they are purchasing it, they are intitled to get what they pay for... The biggiest difference that I see is that they must participate in the service to obtain benefit. From a business stand-point, the for-profit instituition should build "merger" operations between other independent institutions so that when student drop-out, or can not be successful in one discipline, they can be referred to another isnstitution, with a share of the financial revenue between businesses. It like an "up-sell" without holding all of the liability.
Hi Michael,
Each student is different, and your students are very fortunate that you take a customize approach to ensure that they get exactly what they need. I can tell you put your students first. Keep up the great work!
Patricia Scales
I teach at a tech school and find the students all have different needs in their education. I often customize each students projects to better fit their specific need.
Hi Timothy,
I love your perspectice, and you are really on point! Students have to realize the brunt of them getting their education is left soley up to them. As instructors we will do all we can to help them succeed, but they must work hard for it. Their education is not going to be given to them. We had to work hard for ours.
Patricia Scales
Excellent course and I have enjoyed reading all the posts in this forum. My view is that the "student" should not be told by the institution that they are a customer. I believe that to many students take this meaning of customer to that of the way society see's customer. From the time we all begin school at the earliest age we are students, are treated as such, and expected to act as such. Now that we are grown and money becomes a focal point (profit) we are customers? I feel there are very few people with the maturity and responsibility level to be able to handle that customer title the right way. To much sense of entitlement and the thought that I paid for it so why should I have to work for it. I see it everyday! My students are made aware on day one that this is your education and that you will get out of it what you put into it! I will give you my very best and then some but you must meet me half way and together we can make your goals a reality. But the hard work must come from you as that is your responsibility as a student, to learn.
I just had a student drop out because he was so afraid that he could not succeed. I had given him extra tutoring and support, but even though it helped, he could see that it was not enough. It was very said to see him lose his dream.
Hi Jonathan,
I have certainly encountered the things mentioned in your response over my 24 years in this industry. I have also discovered that a few students drop out because they are afraid of success.
Patricia Scales
Terry,
While I do agree with the thought of students “participating in the service to obtain the benefit,†I don’t agree with the “up-sell†by outside institutions. Often “the factors most commonly associated with students who drop out are:
• Academic difficulty.
• Adjustment problems.
• Lack of clear academic and career goals.
• Uncertainty.
• Lack of commitment.
• Poor integration with the college community.
• Isolation (Tinto, 1987 cited in Nutt, 2003).
Add to this the unique responsibilities of an adult learner and the chance for dropping out increases. Adult-learner responsibilities might include:
• Responsibility for a family or job.
• Transportation and/or childcare issues.
• Dealing with aging parents.
• Memory difficulties with increased age.
• The need to earn an income (Cercone, 2008).â€
Outside institutions can help with personal issues, but I don’t think requiring students to contact an outside company to drop. Often, we have to get students to comeback to drop out the correct way because they think if they don’t show up that they are automatically un-enrolled.
Hi Terry,
I never thought of it this way. Great point made.
Patricia Scales
