Thursday, June 28, 2012

Serving Students with Excellence

Customer service matters.
It makes all the difference in how valued we feel by the world around us.

You may not think of yourself as an expert on good service, but I'm sure you are. After all, you are likely a customer somewhere on a daily basis. You've been satisfied and dissatisfied with the way you've been treated. You've been blessed by wonderful employees with warm servant hearts, and you've been cursed by employees who seem to blame you for all the ills of life.

We all know good service when we experience it — and our students know good service when they see it on our campus. So, what principles define good customer service? 

I just read "25 Principles of Good Academic Customer Service" by Dr. Neal Raisman & Associates. Here are some of their principles for service excellence on a college campus:

  • "Students can never be an inconvenience."
  • "Satisfaction is not enough and never the goal."
  • "Be honest in all communications. Do not patronize.
  • "Fulfill all promises."
  • "Everyone deserves an environment that is neat, bright, welcoming and safe."
  • "Train, trust and empower all employees to do what is right to help students."
  • "Care about graduating students, not just recruiting them."
  • "Every student and person on campus deserves a greeting and a smile from you. Provide them."

And my favorite:

  • "Do unto students as you would have done unto your son, your daughter, your mother or your father."

Why not define your own three or four good service principles and look for every opportunity to put them into practice? The next time I have the opportunity to help a student, I will ask myself, "If this were my daughter, how would I want someone to treat her?"

You might enjoy visiting their blog site for other helpful ideas as we seek to serve students with excellence.