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

2. 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

3. 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)

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

5. 10 N.Raisman & Associates Academic CS Issues 76% Customer Service can be 76% of Attrition

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

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

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

12. 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

13. 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

15. 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!

16. 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

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

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