1. Delivering Udderly Ridiculous Service
Presented by Dr. Jim Black

2. The Chronicle of Higher Education News Blog
“Customer service isn’t a science – but it’s also not alive
and well on most campuses. Maybe if enrollments drop
campuses will figure out that students deserve to be treated
with reasonable courtesy and consideration, and not subjected
to arbitrary processes that do little but reinforce the control the
institution exercises over students. Oh – and students should
have access to campus services and processes online, like
the rest of the world figured out 10 years ago.”

3. The Service Hierarchy Meeting expectations Meeting desires
Anticipating needs

4. Meeting Expectations
The secret to meeting student expectations is effectively
managing moments of truth we have with them every day.

5. Meeting Expectations

6. Meeting Expectations Be student development-centered
Act as one institution
Provide accurate, timely information
Deploy a knowledge management solution
Ensure reliable and consistent service levels

7. Meeting Desires

8. Meeting Desires
Service
Economy
Experience
Economy

9. Harley Davidson does NOT sell
motorcycles...
What they sell is the ability for a 43
year-old accountant to dress in black
leather, ride through small towns,
and have people be afraid of him.

10. Disney does NOT sell rides...
What they sell are memories and
experiences… the Tower of Terror…
character breakfast… clean amusement
parks… cast members, etc.

11. Meeting Desires Speed Convenience Customization Control
Connections with Others
High Tech and High Touch

12. Anticipating Needs

13. Anticipating Needs
EASY

14. Anticipating Needs Get inside their heads Imagineer
Proactive communications
Prevention-focused
Systems thinking
Service recovery plan

15. Examples of Ridiculous Levels of Services
Fort Lewis’ yellow bag
Quinsigamond’s registration notification
UNCG’s birthday wishes
Slippery Rock’s rocks
Confederation’s Respect Campaign
Duke’s MBA admit packet
Villanova’s new student welcome
High Point’s concierge service

16. Ridiculous Service is…
Memorable!