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Top : Customer Service - Education Sector: We don't usually consider teachers, school principals, and school trustees to be in the business of customer service but we should. Parents and children deserve to be treated as customers. Learn how to deal with parents and tax payers within a school or educational setting.
Articles:
Great Service Matters: The Vision Thing in Customer Service - by NEAL RAISMANIn order to change the culture of a college community, it is necessary to have a common consensus on the customer service vision for the campus. Everyone must have the same concept of what customer service is. They must have a vision that overrides their personal definitions and concerns and encompass one that everyone can understand and embrace. A vision is not a set of lofty statements such as students are our business our only business that one might find in a seven steps to salvation mission statement; meant to be read not enacted. A vision must be a practical guide to see how things work and should work on campus.""A vision is like corrective lenses on someone who is nearsighted and can only see their office and work. Most everyone can see after all but not everyone sees the same. There are differences of perspective and angle, of ability and cognitive function and some people... (Added: 21-Mar-2011 Hits: 285 )
Parent-teacher Relationships - by Rhee Gold
See how a dance instructor at a dance school dealt with the mother of a 10 year-old girl enrolled in the dance program. The mother was a disruptive influence in every instance. This article serves as a reminder of how clients should behave to receive the most benefits from their educators. (Added: 27-Nov-2004 Hits: 694 )
(Abstract only) International Journal of Public Sector Management | An analysis of customer satisfaction in a higher education context - by Various
Purpose: The main purpose of this paper is to investigate differences in student satisfaction across different programs of the same business college, and to identify dimensions underlying overall perceived quality. It also aims to investigate the existence of differences in perceived quality among programs and factors determining those differences. Based on these results, it seeks to assess the strengths and weaknesses of each program. Finally, differences in satisfaction constituents among high performing students and low performing students are to be analysed. (Added: 21-Mar-2011 Hits: 207 )
Education: Sector-specific information on violence and stress - by N/A
Teachers, the largest job category in the education sector, bear the brunt of violence and stress affecting employees. Along with school directors, teachers are also those with the most interaction with internal (students) and external (mostly parents) users of the service. (Added: 22-Oct-2004 Hits: 901 )
Public Relations 101: How-To Tips for School Administrators - by Colleen Newquist
Are you looking to improve communications between school and home? Do you want to get the media to pay more attention to the good things that are going on in your school? Do you know how to handle a crisis? (Added: 22-Oct-2004 Hits: 1366 )
The "Customer Service" Model of Education - by Karen Stanley
In many circumstances, when education has relied largely or completely on financial support from governments, it has been possible to orient priorities to goals other than financial solvency. Recently, administrations of various types, often governmental at local, regional, or national levels, have reallocated funds once targeted for education, or simply had less money to distribute overall. As a result, in a number of ESL and EFL educational environments, systems that in the past have not had to think overly much in terms of budget are now being confronted with serious financial concerns. When educational budgets are reduced on a large scale, the impact can be seen in how different institutions of learning reorient themselves during a budgetary crisis. (Added: 21-Mar-2011 Hits: 266 )
Schools Offering Service With A Smile - by Ellen R. Delisio
One of the few references to customer service in connection with schools/education. From the article: Greetings, smiles, and eye contact may be standard customer-service training in the retail industry, but now it is moving into schools as well. Some districts are training all staff members, including administrators and bus drivers, to be more customer-friendly. Included: Tips for making your school customer-friendly. (Added: 21-Mar-2011 Hits: 433 )
Great Service Matters: - by NEAL RAISMAN
Retention can be understood in part by buying a dress. When a woman buys a dress she wants something that will be a good fit. She also wants to be attractive, for her to look good in it and for it to be worth the cost of the dress in her mind. Like buying that dress, the final decision to buy or not is not an intellectual conclusion It is an emotional one. It is a decision that is supposed to make you happy. (Unless you're a bridesmaid and have to spend a lot of money on what is almost always a bad looking, ill-fitting and costly ugly choice. But in the analogy that is the same as having to choose a school which is a runner up and not the top choice.) If the choice does not make you feel as if it is a good fit which means it is does not provide an emotional, affective and financial (time, money and effort) return of investment, then the dress is one that is discarded or returned. For a school, that means a student leaves it hanging in his or her historical closet and walks away from it.""This is an emotional not intellectual decision. The initial shopping can and will often be an rational one. I need a dress. (Added: 21-Mar-2011 Hits: 176 )
Parent-Teacher Conference Kit - by Peggy Gisler, Ed.S. , Marge Eberts, Ed.S.
This article is full of information for parents to make the most of those parent-teacher conferences. This article offers many scenarios and provides relevant questions for parents to ask with regards to each scenario. If your child seems to be unchallenged in his classroom, this article will give you some ideas of how to obtain information to improve your child's classroom experience. (Added: 27-Nov-2004 Hits: 883 )
Does Your School's Atmosphere Shout Welcome!? - by Gary Hopkins
Does your school's atmosphere shout "Welcome!" to parents, students, and staff? Ed World's "Principal Files" team shares ways in which they have created welcoming atmospheres in their schools. Most of their ideas are quite easy to duplicate (Added: 21-Mar-2011 Hits: 200 )
Preventing and Resolving Parent-Teacher Differences - by Lilian G. Katz And Others
Parents and teachers share responsibility for creating a working relationship that fosters children's learning. This digest examines the cultural context for parent-teacher relationships, suggests some general strategies for creating a climate in which misunderstandings and disagreements between parents and teachers can be minimized through communication, and discusses some general principles for parents and teachers in dealing with misunderstandings or disagreements as they arise. (Added: 27-Nov-2004 Hits: 979 )
Great Service Matters: America'ss Best Collegiate Customer Service Call Center - by NEAL RAISMAN
This is pretty cool stuff, and rare in educational contexts: From the article:Columbus, Oh was covered by a quarter inch of ice. The main and many secondary roads seemed okay in most places though the local schools were closed. But Columbus State Community College did not. It was open and the calls from angry students who had to come to school flooded into CSCC. Fortunately, CSCC has what is the best college call center in the country so the angry students were handled by professionals who knew what to do. (Added: 21-Mar-2011 Hits: 197 )
Great Service Matters: Hillel and Vision in Customer Service in Higher Education - by NEAL RAISMAN
A short parable about service in higher education and vision. (Added: 21-Mar-2011 Hits: 207 )
Great Service Matters: Return on Investment and Student Customer Service Expectations - by NEAL RAISMAN
Return on Investment and Student Expectations"Claes Fornell the director of the American Customer Satisfaction Index Academic writes "regardless of product, there are three general factors that determine how well a company's offerings correspond to the idiosyncrasy of consumer demand: expectations, quality and price".[i] Though higher education is a rather different business than most of the companies he works with, Fornell's overview fits much of academic customer service as well as expressed in three returns on investment (ROI's) expectations students and the family that supports them bring to a college. In fact, one might posit that good academic customer service has at its foundation providing the client/student with the means, ability and services to be able achieve three major returns on investment (financial, emotional and affective ROI's) which are key to the student and family's expectations of the school to attend and graduate college, and to do so in a way that makes the client feel valued and appreciated. (Added: 21-Mar-2011 Hits: 216 )
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