STUDENT RETENTION THROUGH CUSTOMER SERVICE HOW IMPORTANT IS IT?

TIMES HAVE CHANGED & WE NEED TO CHANGE WITH IT TECHNOLOGY AT OUR FINGERTIPS HAVE PUSHED THE ENVELOPE FOR HIGHER STANDARDS AND QUICKER RESPONSE. THINK OF HOW QUICKLY AN EXPERIENCE CAN HELP OR HURT YOUR INSTITUTION WITH SOCIAL MEDIA STUDENTS & PARENTS EXPECT IMMEDIATE SERVICE RESPONSES SERVICE EXCELLANCE SHOULD BE CAMPUS WIDE – NO ROOM FOR “NOT MY MONEY NOT MY CIRCUS” FOCUS ON THE STUDENTS EXPECTATIONS AND FIND WAYS TO ENHANCE SATISFACTION ENCOURAGE STAFF TO STEP OUT OF THEIR COMFORT ZONE AND GO THE EXTRA MILE TO ASSIST WHEN NEEDED REMEMBER THE INFLOW OF FUNDS THROUGH TUITION HELPS WITH THE OPERATING BUDGET TREAT THE STUDENT LIKE YOU WOULD WANT YOUR SON OR DAUGHTER TREATED

SEVEN SECONDS TO SUCCESS OR FAILURE YOU HAVE SEVEN SECONDS TO MAKE A STRONG IMPRESSION 1. SMILE. FACIAL EXPRESSION IS IMPORTANT WHEN IT COME TO MAKING A GOOD IMPRESSION 2. SHAKE THEIR HANDS. A HANDSHAKE IS THE UNIVERSALLY ACCEPTED SIGNAL OF PROFESSIONALISM, POLITENESS AND CONFIDENCE. 3. INTRODUCE YOURSELF 4. SPEAK CLEARLY 5. MAINTAIN EYE CONTACT 6. LOOK SMART (APPEARANCE AND BODY LANGUAGE IS IMPORTANT) 7. BE INVITING

BRAIN STORM OR OFFER A STUDENT SURVEY Gather practical advice from different departments Ask other institutions what they have incorporated THE MIDDLE GROUND

WHY STUDENTS FEEL COLLEGES & Universities don’t care See attachment of a students story