Customer service & Student Development: A Balancing Act Dawn Ohanessian & Jessica Proano Seton Hall University

What is customer service? Which definition best applies to our work in your opinion? Customer service is the ability to provide a service or product in the way that it has been promised. Customer service is about treating others as you would like to be treated yourself. Customer service is the ability to supply a customer’s wants and needs. Customer Service is the process of taking care of customers in a positive manner. Customer service is a process for providing competitive advantage and adding benefits in order to maximize the total value to the customer. Customer Service is the commitment to providing value added services to customers in a timely manner. J

What is student development? Which definition best applies to our work in your opinion? Student development is the concern for the development of the whole person. Student development facilitates the transformation of the student as a whole person. Student development is the application of student development theories and principles which guide our work with college students, and which helps us properly aid them in their change, growth and development. Student development is the way that a student grows, progresses, or increases his or her developmental capabilities as a result of enrollment in an institution of higher education. J

Your philosophy As a student affairs professional, which best reflects your personal service philosophy? A. Students as customers B. Students as clients C. Students as colleagues D. Students as learners E. Students as products In general, today’s student affairs profession’s service philosophy is mostly aligned as: From an Internet based survey – NASPA Region IV East - 399 respondents (22%) February 2007 by Heidi Granger & John Lehman 11% 6% 4% 72% 1% D 51% 11% 1% 29% 7%

What does customer service mean in student affairs & Higher Ed? Who is your customer? The student? The parent? Both? Someone else? Students aren’t just buying a product – they have to a earn a degree. You also have to remember your institution’s mission. J

Tips for providing good customer service Have a positive attitude while at work! Be responsive and courteous to all customers (students, families, etc.). Present accurate, concise and complete information to everyone. Provide personalized attention and assistance to each student. Treat everyone with respect! Explain possible alternatives, so even a negative answer can be a positive one. Listen with empathy and show genuine concern. Know and understand the policies and regulations. Respond to questions and process information promptly – follow through! D

Tips for Focusing on Student Development Optimal student development: Focuses on student success in all aspect of their lives Meets students where they are and then helps them to learn and grow Requires an environment that provides a proper balance between challenge and support Doesn’t always give students or parents everything they want Isn’t making decisions just to make students or parents happy, but can be done in such a way that they aren’t UNhappy D

The balancing act The two concepts are not mutuality exclusive – you can provide good customer service while still promoting student development. Communication and transparency are key – being completely honest about what we do and why. Consistency is important, but doesn’t mean treating every student exactly the same – every situation is different. Compromise is sometimes necessary. J

Questions or Comments? Our Contact Information: Dawn Ohanessian dawn.ohanessian@shu.edu Jessica Proano jessica.proano@shu.edu D