Academic Customer Service and Hospitality Excellence N.Raisman & Associates.

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Presentation transcript:

Academic Customer Service and Hospitality Excellence N.Raisman & Associates

Interpretive datah Er, ar = ah The alphabet has 25 lettahs A,b,c,d,e,f,g,,h,I,j, k,l,m,n,o.p,q,…s,t,u,v,w,x,y,z

N.Raisman & Associates Education is our business… budget depends on selling the University (recruitment) to its customers (students and parents) by sales (admissions) and collecting revenue (tuition) by billing (bursar) based on the college's brand (reputation), products (courses, programs, degrees), services (advising, FA..) and creating a connection with the customer (client services) by employees (faculty, staff, administrators) (some in unions) who receive salaries and benefits, delivering product (learning opportunity) fulfilling customer need (degree and career/Grad school)

N.Raisman & Associates The decision to attend a college is an emotional one The decision to drop out is also an emotional one

10 N.Raisman & Associates Academic CS Issues 76% Customer Service can be 76% of Attrition

Marriages Made in Michigan Everyone especially faculty using ACS and fulfilling expectations Marketing Admissions should be FA Registrar Bursar, FA Advising

Academic customer service is not necessarily making them happy but that and a smile always help N.Raisman & Associates

There is a difference between service and hospitality and that is a big difference N.Raisman & Associates

Strong Shock Insults Moderate shocks Accumulators Everyday Insult Withdraw Probability Inclination Accumulation Probability Withdraw Withdraw Accumulation The Progressions of Withdrawal from College Level 1 Level 2 Level 3

N.Raisman & Associates Strong Shock Insults Moderate shocks Accumulators Everyday Insult Withdraw Probability Inclination Accumulation Probability Withdraw Withdraw Accumulation The Progressions of Withdrawal from College Level 1 Level 2 Level 3 BUFFER Affective relationship with the school

N.Raisman & Associates 20 “where everybody knows your name and they’re awfully glad you came” 1. EVERY STUDENT WANTS TO ATTEND CHEERS UNIVERSITY AND EVERY EMPLOYEE WANTS TO WORK THERE!

N.Raisman & Associates Academic Not Retail CS Academic Customer Service Principle 11 The customer is not always right. They prove that every day on quizzes and tests And sometimes by their behavior

N.Raisman & Associates It’s Not Your Imagination

N.Raisman & Associates Use Diplomacy Diplomacy is telling someone to go to hell…. And getting them to ask for directions