If students are customers...
And the customer is always right...
Shouldn't they all be getting 4.0s?
Of course, the customer is not paying for a grade, they're paying for an education. However, sometimes I do find it helpful after reviewing a student's work, to ask them what grade they think they earned. Many times this catches them off guard, and they give an honest answer. Rarely do they answer with a grade higher than they deserve, in fact, they are often more critical of their work than they should be.
I agree with Claire. What the students wants isn't always what will be, but in order for us to service them and help them to understand why things are what they are we have to listen to them. We won't always be able to provide with them with the solution they walk in the door wanting, but we should be able to help them understand their options and our policies.
Jennifer,
I think acknowleding that a student is unhappy is not the same thing as giving in. Offering acceptable solutions that often require the student to take anction, and thus be accountable, can be effective.
Jeffrey Schillinger
But wouldn't that drop the idea of student monitoring and keeping them accountable?
We can never please every student in the class. Someone will always be unhappy even if it is one student. However, students have the power to evaluate a instructor which ever they want at the end of a course. Those evaluations are not always fair because you can not tell if that particular student was a good student or not, yet they can evaluate the instructor. I think depending on the school the students are customers and have a lot of power.
They are not always right but they always need to be listened to and paid attention to.
You are correct with that statement.
I look at it as, the students are customers as far as the school is concerned.
As an instructor in a trade school I have to mold them into a product that the employers can use to bring their business to a profitable outcome.
And of course, the students as well.
Just sliding the students through, will not make them successful.
James,
The customer is not always right, but they are always the customer ansd thus we have to treat them with a great deal of respect and caring, even when times call for discipline. We can have high standards and be nice simultaneously.
Jeffrey Schillinger
We all know that, yes, the student is a customer, but no, they are not always right. When your task is to teach someone a trade, you should hold them to the standard required to do the job correctly. This helps with the reputation of the school, which helps draw more students to the school.
Beth,
I did not think you were saying that. I was agreeing with you that it is wrong to do so.
Jeffrey Schillinger
I never said to give away grades!I was responding to someone saying a customer is always right and if so then they should just give them a 4.0. Everyone agrees all students need to work for their grades, whether they paid or someone else pays for the education.
Thanks,
Beth
Kiona,
Good points. I have found it is far more effective when schools focus on the behaviors they want rather than on the behaviors they do not want. It is the difference between inspiration and cooersion.
Jeffrey Schillinger
Absolutely! I find that no matter what we do as instructors, we have to hold our students accountable. No matter what. The trick is encouraging students and being there for them even when you are holding them accountable. I have found that they are quick to anger when you tell them that what they are turning in is unacceptable. I'm learning to build them up with constructive advice.
Most importantly, to be the best teacher possible, BE PREPARED for the course as well as each class. Also, keep current on your field through outside sources such as Excellence in Education, local chapters, journals, blogs, etc. I do try to listen to my students and find out ways to make my teaching methods better. Listening is a great form of communication. :-)
Thanks for your helpfulness.
Kiona,
We owe our students a great education. That cannot happen unless we hold them accountable and make them earn what they get.
Jeffrey Schillinger
Thanks, Peggy. What are some things you do to be the best teacher you can be?
Jeffrey Schillinger
I agree that students are customers, just like in the same way that our patients are customers and that we should do well by them, but I agree that they are most certainly not always right. I agree with giving everything to our students, but what do you do with the student who simply wants to take and never give back?
I believe that the key to good customer service in a college setting is to provide excellent customer service by being the best teacher that you can be.
Beth,
Giving away unearned grades may be one of the worst things a career college can do. Eventually, the reputation of the school will suffer as graduates will be unable to perform as expected in the work place.
Jeffrey Schillinger
