N.Raisman & Associates Increasing Enrollment and Admission Success Through Academic Customer Service

Nealr@GreatService Matters.com N.Raisman & Associates Presenter Dr. Neal Raisman Nealr@GreatService Matters.com 413.219.6939

Er, ar = ah Interpretive datah The alphabet has 25 lettahs N.Raisman & Associates Interpretive datah 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 Er, ar = ah

N.Raisman & Associates Is a Student a Customer?

Education is our business… 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)

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

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

Customer Service Factor 1 Lost Tuition Revenue $______________ N.Raisman & Associates N.Raisman & Associates Customer Service Factor 1 CSF1 = [(P X A= SL) X T] 2 10,500 spring 2015 P = Population ________________ 43% A = Annualized Attrition Percentage ______ SL = Number of Students Lost ________ 4,515 $4,024 12 credits spring 2015 T = Tuition (18,493,440) Lost Tuition Revenue $______________

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

N.Raisman & Associates N.Raisman & Associates Meeting the Needs and Expectations of Students in an Ethical Way that Fits with the Rules

What do students want? Administrators and faculty said: N.Raisman & Associates N.Raisman & Associates What do students want? Administrators and faculty said: 5. More parking 4. No reading assignments 3. Short classes 2. Assistance when needed 1. Grades with little effort 16 16

What do students want? 4. Help when needed 3. Office hours-scheduling N.Raisman & Associates What do students want? 5. People who care and know their name at the least 4. Help when needed 3. Office hours-scheduling 2. Parking and number 1………..

We are not talking about coddling students… N.Raisman & Associates We are not talking about coddling students… But would a little extra concern be so bad?

The customer is not always right. 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

It’s Not Your Imagination N.Raisman & Associates It’s Not Your Imagination

Students Do not Know How to be Good Customers N.Raisman & Associates Students Do not Know How to be Good Customers

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

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

N.Raisman & Associates

N.Raisman & Associates

Academic Customer Service Includes N.Raisman & Associates Academic Customer Service Includes Doing ordinary things extraordinarily well Going beyond what’s expected Adding value and integrity to every interaction Being at your best with every student Discovering new ways to help students Taking care of students like they were your own sons and daughter Making students feel valuable and important Doing all we can to help students succeed

Attendance and Decorum are Good Customer Service Policies N.Raisman & Associates Attendance and Decorum are Good Customer Service Policies

Attend to Attendance and Retention Will Follow N.Raisman & Associates Attend to Attendance and Retention Will Follow 7-14%

Attend to Attendance Policy Worth 0% without Practice N.Raisman & Associates Attend to Attendance Policy Worth 0% without Practice

Roll taken at every class N.Raisman & Associates Practice Roll taken at every class All absences reported immediately Positive phone call immediately Email follow-up from Retention Record Keeping 2nd absence Call, Email + Postcard 3rd absence – registered letter

N.Raisman & Associates Starting Point Give a Name Get a Name

If you don’t care - pretend N.Raisman & Associates Feet and Greet Zones Dean Schaar Plus If you don’t care - pretend

Feet and Greet Zones N.Raisman & Associates decompression Greeting Zone

N.Raisman & Associates Feet and Greet Zones Greeting Zone

Feet and Greet Zones Hi? How are you? okay N.Raisman & Associates Greeting Zone

N.Raisman & Associates Feet and Greet Zones Just okay? Is there anything I can do to make it better than just okay? Greeting Zone

Feet and Greet Zones Nah. I’m really fine. Thanks for asking N.Raisman & Associates Feet and Greet Zones Nah. I’m really fine. Thanks for asking Great, If I can help, just get in touch. I’m Prof X Greeting Zone

Silos The shuffle N.Raisman & Associates students academics advising admissions students registrar bursar financial aid academics advising

N.Raisman & Associates admissions bursar registrar academics advising students academics advising

Knowledge of the College N.Raisman & Associates FAQs Knowledge of the College

N.Raisman & Associates

N.Raisman & Associates

Do not do to others what you would not want them to do to…. Do not do to another what is hateful to you 46 46

Your daughter, Your son, Your mother or father All Else I Would Say on Academic Customer Service is Commentary 47 47

N.Raisman & Associates Available @ www.adminbookshelf.com   Neal Raisman, PhD A uthor of the best seller: The P ower of R etention Neal Raisman, PhD Available @ www.adminbookshelf.com • Achieving Growth Through Academic Customer Service

Nealr@GreatService Matters.com N.Raisman & Associates Presenter Dr. Neal Raisman Nealr@GreatService Matters.com 413.219.6939