• Title: Creating a Service Culture in Higher Education Administration
  • Author: Mario C. Martinez Brandy Smith Katie Humphreys
  • ISBN: 9781620360064
  • Page: 343
  • Format: ebook
  • Creating a Service Culture in Higher Education Administration 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 h
    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 higService 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.

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