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

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

3. 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

4. N.Raisman & Associates
Is a Student a Customer?

5. 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)

6. 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

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

8. 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, credits spring 2015
T = Tuition
(18,493,440)
Lost Tuition Revenue $______________

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

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

11. 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

12. 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………..

14. 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?

15. 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

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

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

19. 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

20. 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

21. N.Raisman & Associates

23. N.Raisman & Associates

24. 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

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

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

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

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

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

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

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

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

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

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

35. 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

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

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

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

39. N.Raisman & Associates

40. N.Raisman & Associates

41. 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

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

43. 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 •
Achieving Growth Through
Academic Customer Service

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