In the organization that I work for we have a chain of comand. If for any reason I'm unable to assist them then they are directed to my manager and so forth. I always try to have an open and constistant communincation with everyone including the students.
The process my institution had put in place to resolve student complains was emailing/contacting the students on a two week to monthly bases to make sure they were happy or if not, what changes could made. What was most important was that the instiution listened to the students and see what they had to say.
set forth all guidelines to make sure everyone understand the processes that are in place.
We, too, give students surveys on things that we can improve. The President and the Acedemic Dean has also put in place an 'Open Door Policy'by keeping their door ajar for students.
John - I think surveys are a great way to get feedback from students. I'm glad to hear your commitment for resolution. I have seen some schools diligently adminster the survey but not take action on the feedback which can lead to further frustration.
we have student survey's that the students complete on a regular bassis to identify any concerns and complaints so that we may resovle them accordingly
Jimmie - great point! Sometimes students get frustrated because they do not understand what steps they need to take to convey their concerns. Having a clear process communicated should reduce complaints and ensure that those that are presented are done so with the proper protocols to be seen and reviewed by the proper authorities.
Todd - I think you have a good approach one handling these situations.
When a student brings a complaint to me, I always take the time to listen to their whole story. However, since there are usually at least two sides to every story, it is important to direct the student to the proper person within the school. Usually I walk with the student to the correct authority on the situation and act as a buffer, so that the student's emotions won't become a hinderance to the problem being resolved properly. As a whole, our school has a very well defined chain of command to deal with student complaints-culminating with the Campus President.
a stop gap is put into place to ensure that all students know who and where to go to lodge their dissatisfaction or complaints.I believe that student dissatisfactions comes from students not being properly aware of the process , so process is strongly reinforces on our campus.
We conduct Student Surveys every term. Although they may remain anonymous, anyone that attaches their name is encourage to speak with our Campus President. He has an open door policy and he makes it known at every orientation. All students are given a student handbook which is refered to by our instructors at the onset of any complaint.
