1. STUDENT RETENTION THROUGH CUSTOMER SERVICE
HOW IMPORTANT IS IT?

2. 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

3. 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

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

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