The Student/Customer pays for an education. By giving 4.0's to everyone when they do not deserve it, is not an education. If I got an 4.0 just because as a customer and customers are always right, then I would never study never go to school and never better my self.
I do not and have ever believed a customer is always right. I believe listening, hearing, solving the problem and giving the respect the customer deserves is good customer service.
I agree that student complaints should be handled quickly. When an Instuctor knows about a student issue and turns a blind eye or doesn't do the follow thru needed, it isn't good customer service. Most of my student population comes from a generation where there is no stucture and rules. In the end they need to know that it matters to someone that they aren't happy.
Virginia,
Good point. We need to handle things for students at the lowest level possible to make it more personal and effective. As a VP at a corporate office, I try to redirect complaints from those who skip the chain back to the campus whenever possible.
Jeffrey Schillinger
Listening to concerns and adressing them expediently--students can become very angry if you do not do this and it skips the chain of command--goes to corporate headquarters--not good for the institution--not fair to the student.
Robert,
We must handle our student complaints quickly and effectively. It is interesting that education is the one thing we pay for that we are willing to accept less that the full value of.
Jeffrey Schillinger
Robert,
If they are all getting 4.0s, something is out of alignment. The customer is not always right, but the customer is always the customer and should be treated with respect, even when they mess up.
Jeffrey Schillinger
In all seriousness, the money is often a subject of conversation for students who are upset with a class, or their performance, or an instructor. "What am I paying for?" or worse "What a waste of money!".
The opposite is also true... I see students, especially young ones right out of high school, who spend a lot of money to come to school, and then treat it like high school. They perform poorly or fail without ever trying to do well.
The pendulum swings both ways, and handling students as customers and showing them the value of what they're paying for is good customer service!
