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Author: Heath Boice-Pardee Publisher: ISBN: 9781948658034 Category : Electronic books Languages : en Pages : 198
Book Description
Elevating Customer Service in Higher Education provides an in-depth guide by three practitioners with decades of combined experience in the higher education and hospitality sectors. Our authors are deeply embedded in customer service initiatives and have certified hundreds of higher-ed professionals at Academic Impressions' customer service trainings and on-campus workshops. In this guide, our authors will walk you through: Core service competencies Strategies for supporting frontline staff in enhancing customer service Examples of customer service scripts for dialogue, phone, voicemail, and email Detailed guidelines for creating physical environments on campus that facilitate better service Worksheets and tools for auditing policies and practices that impact customer service Tips for cultivating faculty and staff buy-in Examples of exemplary customer service initiatives at other colleges and universities REVIEWS "Elevating Customer Service should be read by every administrator who cares about retention and service excellence." - Neal Raisman, N. Raisman & Associates "In today's competitive market in higher education, a partnership between academics and customer service is key to attracting and retaining students. This handbook shows practitioners how to enhance service excellence while maintaining academic integrity." - Bill Destler, President Emeritus, Rochester Institute of Technology "How refreshing and encouraging it is to read a book about customer service on today's college campuses. The reality is higher education today is rapidly changing and models of leading a university are significantly altered in todays environment. Customer service can no longer be viewed as a negative concept on our campuses. Rather, such service is mandated today in whatever form one wishes to call it. Students, parents, employers, and college employees are demanding it. Implementing such measures that change a campus's culture may mean the difference between those colleges that survive and those that do not. The foundations of quality service discussed in this book should be mandatory reading for all college administrators." - David DeCenzo, President, Coastal Carolina University "This insightful book provides a step-by-step guide to assess, evaluate, and implement strategies to improve the effectiveness of any department or division within the academy. The authors provide valuable information and a workable template to enhance the student experience on campus and ultimately improve retention, and recruitment efforts in an era in which colleges and universities are fiercely competing to attract and retain students." - Jim Pillar, Associate Vice President of Housing, Monmouth University "This really made me think about our office environment and how we can work toward improving not only the student experience but the front-line staff experience as well. It truly is a practical guide with relevant activities and things to consider." - Kerri Wilson, Director of Off-Campus Living and Community Partnerships, Rutgers University-New Brunswick
Author: Heath Boice-Pardee Publisher: ISBN: 9781948658034 Category : Electronic books Languages : en Pages : 198
Book Description
Elevating Customer Service in Higher Education provides an in-depth guide by three practitioners with decades of combined experience in the higher education and hospitality sectors. Our authors are deeply embedded in customer service initiatives and have certified hundreds of higher-ed professionals at Academic Impressions' customer service trainings and on-campus workshops. In this guide, our authors will walk you through: Core service competencies Strategies for supporting frontline staff in enhancing customer service Examples of customer service scripts for dialogue, phone, voicemail, and email Detailed guidelines for creating physical environments on campus that facilitate better service Worksheets and tools for auditing policies and practices that impact customer service Tips for cultivating faculty and staff buy-in Examples of exemplary customer service initiatives at other colleges and universities REVIEWS "Elevating Customer Service should be read by every administrator who cares about retention and service excellence." - Neal Raisman, N. Raisman & Associates "In today's competitive market in higher education, a partnership between academics and customer service is key to attracting and retaining students. This handbook shows practitioners how to enhance service excellence while maintaining academic integrity." - Bill Destler, President Emeritus, Rochester Institute of Technology "How refreshing and encouraging it is to read a book about customer service on today's college campuses. The reality is higher education today is rapidly changing and models of leading a university are significantly altered in todays environment. Customer service can no longer be viewed as a negative concept on our campuses. Rather, such service is mandated today in whatever form one wishes to call it. Students, parents, employers, and college employees are demanding it. Implementing such measures that change a campus's culture may mean the difference between those colleges that survive and those that do not. The foundations of quality service discussed in this book should be mandatory reading for all college administrators." - David DeCenzo, President, Coastal Carolina University "This insightful book provides a step-by-step guide to assess, evaluate, and implement strategies to improve the effectiveness of any department or division within the academy. The authors provide valuable information and a workable template to enhance the student experience on campus and ultimately improve retention, and recruitment efforts in an era in which colleges and universities are fiercely competing to attract and retain students." - Jim Pillar, Associate Vice President of Housing, Monmouth University "This really made me think about our office environment and how we can work toward improving not only the student experience but the front-line staff experience as well. It truly is a practical guide with relevant activities and things to consider." - Kerri Wilson, Director of Off-Campus Living and Community Partnerships, Rutgers University-New Brunswick
Author: Neal A. Raisman Publisher: ISBN: 9781935066026 Category : College attendance Languages : en Pages : 261
Book Description
Academic customer service is not just a legitimate concern but a necessity for colleges and universities. Building on the lessons outlined in 'Embrace the Oxymoron', the author takes the next steps with more solutions, how to's, research and formulas to assure college retention, enrollment and financial success.
Author: Mario Martinez Publisher: ISBN: 9781003443728 Category : Customer services Languages : en Pages : 0
Book Description
Service delivery is part and parcel of every higher education professional's job, both to improve service to students and to each other as "internal customers". Until now higher education professionals have had to rely, for their professional development, on books and training designed for the business sector. This book is the first to specifically address the needs of higher education professionals across a wide range of administrative functions within college and university environments. It is designed for administrative staff and management, ranging from professionals working in centralized functions such as student affairs and enrollment management to those working as advisors or in career centers, whether in community colleges, four-year institutions, or for-profit institutions.Each chapter applies customer service principles to scenarios that are relevant to higher education. The book begins by engaging the reader to define service and identify the external and internal customers who are recipients of that service. It then maps customer interactions into a series of steps and offers departments and individuals a tool to maximize the customer experience. Additional chapters address customer expectations, creating a service culture on your campus, and managerial influences on staff service delivery. Creating a Service Culture in Higher Education Administration is a complementary book to the online customer service and management training resources at softskillspros.com.
Author: Jonathan A. Schwabish Publisher: John Wiley & Sons ISBN: 1119620015 Category : Business & Economics Languages : en Pages : 224
Book Description
Learn how to make data-driven research accessible to decision makers, policymakers, and the general public Many researchers, scholars, and analysts fail to develop communication strategies that work in today’s crowded landscape of content, research, and data. To be successful, modern researchersneed to share their insights with the wider audience that lies beyond academia. Elevate the Debate helps researchers of all types more effectively communicate their work in any number of areas, from traditional news outlets to the new media platforms of the digital age. After reading this book, you will be inspired and equipped to use traditional and digital media environments to your advantage. This real-world guide helps you present your data-driven research with greater clarity, coherence, and impact. An array of practical strategies and proven techniques enables you to make your research accessible to diverse audiences, form engaging narratives, and design and implement meaningful outreach plans. Each chapter examines a specific communications strategy, such as data visualization, presentation skills, social media, blog writing, and reporter interactions. Written by expert members of the Urban Institute’s Communication department, and edited by Jonathan Schwabish, a Senior Fellow at Urban, Elevate the Debate guides you on how to use the media environment to your advantage and make a difference through policy insights and policy solutions. This valuable book teaches you how to: Develop and apply data-driven and story-focused communication Use the “Pyramid Philosophy” of rooting accessible, engaging communications products in sophisticated research. Solve problems with your research by defining goals and recommending conclusions-based actions Identify the researchers, organizations, funders, influencers, and policymakers who are most important to your goals and precisely target their information needs Employ communication styles and strategies to get your work in the hands of people who can use it and act upon it. Elevate the Debate: A Multi-layered Approach to Communicating Your Research is a must-have resource for academic researches, policy researchers, and all analysts of data-driven research.
Author: Nick van Dam Publisher: Lulu.com ISBN: 0692154132 Category : Employees Languages : en Pages : 282
Book Description
The defining attributes of the 21st-century economy and fourth industrial revolution are innovation, technology, globalization, and a rapid pace of change. Therefore, an organization's capacity to enhance the capabilities of its workforce and create a culture of continuous learning are vital to remaining competitive. These trends make an effective learning-and-development (L&D) function more critical than ever. This compendium of articles, from L&D professionals at McKinsey & Company, discusses every facet of professional development and training-from ensuring that L&D's efforts are closely aligned with business strategy to elements of advancing the L&D function, designing learning solutions, deploying digital learning, executing flawlessly, measuring impact, and ensuring good governance. For L&D professionals seeking to hone their organization's efforts, Elevating Learning & Development: Insights and Practical Guidance from the Field is the ideal resource.
Author: Fern Westernoff Publisher: Corwin Press ISBN: 1544380127 Category : Education Languages : en Pages : 325
Book Description
Highlight the assets of English Learners in your classroom Students do better in school when their voices are heard. For English Learners, that means not only supporting their growing language proficiency, but also empowering them to share their linguistic and cultural identities. This practical guide, grounded in compelling research and organized around essential questions and answers, is designed to help all educators build on their current competencies to authentically harmonize home languages and cultures in the classroom. Inside you’ll find • The emotional, social, linguistic, cognitive, and academic rationale for incorporating cultural and linguistic assets • Creatively illustrated powerful practices with concrete examples of successful implementation • Myth-busting reflections to spark critical thinking about diversity, inclusive education, and family engagement • Curriculum connections tied to American and Canadian standards By recognizing and validating every student’s linguistic and cultural assets, you create a supportive environment for academic success.
Author: Aisyah Saad Publisher: ISBN: 9781794525221 Category : Business & Economics Languages : en Pages : 174
Book Description
Catching an academician who gives a brilliant presentation is a rarity nowadays. Few can deliver a well-designed presentation that is memorable, inspiring and impactful to the audience. Many still falter, subsequently result in a phenomenon coined 'Death by Powerpoint'. In many instances, lectures, research seminars and workshops, we have no idea why our audience tunes out, turns to their mobile phones, some yawn and fall asleep during our presentations. In this book, Elevate, you will discover strategic ways to engage your audience and sustain their attention in any academic presentations that you plan to give-whether as a young aspiring researcher or a seasoned academic. Elevate provides lessons on how to deal with pain points in presentations. In addition, you will learn new perspectives and personal insights in crafting and delivering award-winning presentations in higher education.
Author: Nelson Beaudoin Publisher: Routledge ISBN: 1317923928 Category : Education Languages : en Pages : 112
Book Description
This book demonstrates what schools can do to enhance student participation and engagement. It shows educators how to: - create opportunities for students to practice democracy and civic responsibility. - develop a "school for each kid" - get students to care Examples include - Community service - Peer Helpers - Peer Mediators - Student-directed programs and events - Student feedback to teachers - Student-led conferences - Students on interviewing committees - Students on the School Board - Student publications - Student speakers . . . and more Also highlighted in this book are the exciting and enriching activities of First Amendment Schools.
Author: Emerald Templeton Publisher: Routledge ISBN: 1000351106 Category : Education Languages : en Pages : 202
Book Description
This book shares advice, how-to’s, validations, and cautionary tales based on minoritized students’ recent experiences in doctoral studies. Providing a change of view from inspirational works framed at the "traditional" graduate student towards the affirmation of marginalized voices, readers are given a look at the multiplicitous experiences of underrepresented identities in the predominantly, and historically, White academy. With the changing landscape of America’s institutions of higher education, this book shares tools for navigating spaces intended for the elite. From the personal to professional, these words of wisdom and encouragement are useful anecdotes that speak to the practitioner and academic.
Author: Teresa Flannery Publisher: Johns Hopkins University Press ISBN: 1421440342 Category : Education Languages : en Pages : 257
Book Description
How to Market a University offers leaders and their CMOs the language, examples, and even questions they should discuss and answer in order to build or refine their marketing strategy.
Author: Heath Boice-Pardee
Author: Heath Boice-Pardee
Author: Neal A. Raisman
Author: Mario Martinez
Author: Jonathan A. Schwabish
Author: Nick van Dam
Author: Fern Westernoff
Author: Aisyah Saad
Author: Nelson Beaudoin
Author: Emerald Templeton
Author: Teresa Flannery