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| customer service in higher education: Elevating Customer Service in Higher Education Heath Boice-Pardee, Dr. Emily Richardson, Eileen Soisson, 2018-06-04 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 |
| customer service in higher education: Customer Service Robert W. Lucas, 2009 Customer Service, 4/e by Lucas features how-to topics for the customer service professional. It covers the concepts and skills needed for success in business careers, including listening techniques, verbal and nonverbal communication, and use of technology. Emphasis is given to dealing with customer service problems and how to handle conflicts and stress. Insights and tips are also provided for customer service supervisory personnel |
| customer service in higher education: Reexamining the Federal Role in Higher Education Rebecca S. Natow, 2022 This book provides a comprehensive description of the federal government's relationship with higher education and how that relationship became so expansive and indispensable over time. Drawing from constitutional law, social science research, federal policy documents, and original interviews with key policy insiders, the author explores the U.S. government's role in regulating, financing, and otherwise influencing higher education. Natow analyzes how the government's role has evolved over time, the activities of specific governmental branches and agencies that affect higher education, the nature of the government's influence today, and prospects for the future of federal involvement in higher education. Chapters examine the politics and practices that shape policies affecting nondiscrimination and civil rights, student financial aid, educational quality and student success, campus crime, research and development, intellectual property, student privacy, and more. Book Features: Provides a contemporary and thorough understanding of how federal higher education policies are created, implemented, and influenced by federal and nonfederal policy actors. Situates higher education policy within the constitutional, political, and historical contexts of the federal government. Offers nuanced perspectives informed by insider information about what occurs behind the scenes in the federal higher education policy arena. Includes case studies illustrating the profound effects federal policy processes have on the everyday lives of college students, their families, institutions, and other higher education stakeholders. |
| customer service in higher education: Service-Learning in Higher Education Barbara Jacoby, 1996-09-27 As an added value, the book describes and provides contact information for national organizations that support service-learning and resources that are useful in helping students make postcollege service and career choices. Service-Learning in Higher Education is an invaluable resource for all campus professionals - including faculty members, student affairs practitioners, and senior academic leaders who are interested in advancing the goals of student learning and development while simultaneously making a unique contribution to the community. |
| customer service in higher education: Service-Learning in Higher Education D. Butin, 2005-07-14 Advocates have positioned service-learning as a real-world, real-time opportunity for students to encounter academic knowledge in a meaningful and relevant manner. Service-learning in higher education settings offers a powerful alternative to traditional models of teaching and learning. Students are encouraged to develop links to local institutions, volunteer their time, and create a special bond between the university and the community in which they live. Service-learning has become a very popular alternative to standard courses in higher education and is gaining significant popularity. This book takes a serious look at the unintended consequences and alternative conceptualizations of this mode of learning and explores what it could offer us in the future. |
| customer service in higher education: Creating a Service Culture in Higher Education Administration Mario Martinez, Brandy Smith, Katie Humphreys, 2023 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. |
| customer service in higher education: Supporting Students Globally in Higher Education Kenneth Osfield, 2016-10-01 |
| customer service in higher education: Universal Design in Higher Education Sheryl E. Burgstahler, Rebecca C. Cory, 2010-01-01 Universal Design in Higher Education looks at the design of physical and technological environments at institutions of higher education; at issues pertaining to curriculum and instruction; and at the full array of student services. Universal Design in Higher Education is a comprehensive guide for researchers and practitioners on creating fully accessible college and university programs. It is founded upon, and contributes to, theories of universal design in education that have been gaining increasingly wide attention in recent years. As greater numbers of students with disabilities attend postsecondary educational institutions, administrators have expressed increased interest in making their programs accessible to all students. This book provides both theoretical and practical guidance for schools as they work to turn this admirable goal into a reality. It addresses a comprehensive range of topics on universal design for higher education institutions, thus making a crucial contribution to the growing body of literature on special education and universal design. This book will be of unique value to university and college administrators, and to special education researchers, practitioners, and activists. |
| customer service in higher education: What's Public about Public Higher Ed? Stephen M. Gavazzi, E. Gordon Gee, 2021-10-19 Exploring the current state of relationships between public universities, government leaders, and the citizens who elect them, this book offers insight into how to repair the growing rift between higher education and its public. Higher education gets a bad rap these days. The public perception is that there is a growing rift between public universities and the elected officials who support them. In What's Public about Public Higher Ed?, Stephen M. Gavazzi and E. Gordon Gee explore the reality of that supposed divide, offering qualitative and quantitative evidence of why it's happened and what can be done about it. Critical problems, Gavazzi and Gee argue, have arisen because higher education leaders often assumed that what was good for universities was good for the public at large. For example, many public institutions have placed more emphasis on research at the expense of teaching, learning, and outreach. This university-centric viewpoint has contributed significantly to the disconnect between our nation's public universities and the representatives of the people they are supposed to be serving. But this gulf can only be bridged, the authors insist, if people at the universities take the time to really listen to what the citizens of their states are asking of them. Gavazzi and Gee draw on never-before-gathered survey data on public sentiment regarding higher education. Collected from citizens residing in the four most populous states—California, Florida, New York, and Texas—plus Ohio and West Virginia, the authors' home states, this data reflects critical issues, including how universities spend taxpayer money, the pursuit of national rankings, student financial aid, and the interplay of international activities versus efforts to create closer to home impact. An unflinching, no-holds-barred exploration of what citizens really think about their public universities, What's Public about Public Higher Ed? also places special emphasis on the events of 2020—including the COVID-19 pandemic and the worst racial unrest seen in half a century—as major inflection points for understanding the implications of the survey's findings. |
| customer service in higher education: Lean Higher Education William K. Balzer, 2017-11-15 In an environment of diminishing resources, growing enrollment, and increasing expectations of accountability, Lean Higher Education: Increasing the Value and Performance of University Processes provides the understanding and the tools required to return education to the consumers it was designed to serve the students. It supplies a unifying framew |
| customer service in higher education: Student Veterans and Service Members in Higher Education Jan Arminio, Tomoko Kudo Grabosky, Josh Lang, 2014-11-27 Student Veterans and Service Members in Higher Education bridges theory to practice in order to better prepare practitioners in their efforts to increase the success of veteran and military service members in higher education. Bringing together perspectives from a researcher, practitioner, and student veteran, this unique author team provides a comprehensive but manageable text reviewing relevant research literature and presenting accessible strategies for working with students. This book explores the facilitators and barriers of student veteran learning and engagement, how culture informs the current student veteran experience, and best practices for creating and maintaining a campus that allows for the success of these students. The latest to publish in the Key Issues on Diverse College Students series, this volume is a valuable resource for student affairs and higher education professionals to better serve veteran and military service members in higher education. |
| customer service in higher education: Why Does College Cost So Much? Robert B. Archibald, David Henry Feldman, 2011 College tuition has risen more rapidly than the overall inflation rate for much of the past century. To explain rising college cost, the authors place the higher education industry firmly within the larger economic history of the United States. |
| customer service in higher education: Addressing Homelessness and Housing Insecurity in Higher Education Ronald E. Hallett, Rashida M. Crutchfield, Jennifer J. Maguire, 2019 Featuring vignettes of students experiencing homelessness and housing insecurity, this book offers readers research-based, practical guidance for creating and implementing a plan of action to address these issues within their local context. Topics include trauma-informed frameworks, policies affecting homelessness and housing insecurity, transitioning students to college, supporting college retention, collaborations and partnerships, and life after college. This practical resource can be used as a professional development tool for student affairs, academic affairs, health and wellness centers, and other campus-based support services. “Provides context, but it also offers tangible suggestions for how you can develop or expand your philosophical, practical, and political efforts to address the needs of students.” —From the Foreword by Timothy P. White, chancellor of The California State University “These skilled authors provide invaluable insights into homelessness and guidance for how we can respond. This is important work that should be shared throughout higher education!” —Peter Miller, University of Wisconsin–Madison “This is a must-read for higher education professionals who want to support students affected by issues of housing insecurity and homelessness.” —Robert D. Reason, Iowa State University “This book not only enlightens leaders but also helps campuses to develop meaningful action plans through local evaluation and planning.” —Adrianna Kezar, University of Southern California |
| customer service in higher education: The Higher Education Bubble Glenn H. Reynolds, 2012 America is facing a higher education bubble. Like the housing bubble, it is the product of cheap credit coupled with popular expectations of ever-increasing returns on investment, and as with housing prices, the cheap credit has caused college tuitions to vastly outpace inflation and family incomes. Now this bubble is bursting. In this Broadside, Glenn H. Reynolds explains the causes and effects of this bubble and the steps colleges and universities must take to ensure their survival. Many graduates are unable to secure employment sufficient to pay off their loans, which are usually not dischargeable in bankruptcy. As students become less willing to incur debt for education, colleges and universities will have to adapt to a new world of cost pressures and declining public support. |
| customer service in higher education: Food Insecurity on Campus Katharine M. Broton, Clare L. Cady, 2020-05-12 The hidden problem of student hunger on college campuses is real. Here's how colleges and universities are addressing it. As the price of college continues to rise and the incomes of most Americans stagnate, too many college students are going hungry. According to researchers, approximately half of all undergraduates are food insecure. Food Insecurity on Campus—the first book to describe the problem—meets higher education's growing demand to tackle the pressing question How can we end student hunger? Essays by a diverse set of authors, each working to address food insecurity in higher education, describe unique approaches to the topic. They also offer insights into the most promising strategies to combat student hunger, including • utilizing research to raise awareness and enact change; • creating campus pantries, emergency aid programs, and meal voucher initiatives to meet immediate needs; • leveraging public benefits and nonprofit partnerships to provide additional resources; • changing higher education systems and college cultures to better serve students; and • drawing on student activism and administrative clout to influence federal, state, and local policies. Arguing that practice and policy are improved when informed by research, Food Insecurity on Campus combines the power of data with detailed storytelling to illustrate current conditions. A foreword by Sara Goldrick-Rab further contextualizes the problem. Offering concrete guidance to anyone seeking to understand and support college students experiencing food insecurity, the book encourages readers to draw from the lessons learned to create a comprehensive strategy to fight student hunger. Contributors: Talia Berday-Sacks, Denise Woods-Bevly, Katharine M. Broton, Clare L. Cady, Samuel Chu, Sarah Crawford, Cara Crowley, Rashida M. Crutchfield, James Dubick, Amy Ellen Duke-Benfield, Sara Goldrick-Rab, Jordan Herrera, Nicole Hindes, Russell Lowery-Hart, Jennifer J. Maguire, Michael Rosen, Sabrina Sanders, Rachel Sumekh |
| customer service in higher education: Organizing Higher Education for Collaboration Kezar, Jaime Lester, 2009-02-03 This book provides needed guidance and advice for how colleges and universities can reorganize to foster more collaborative work. In a time of declining resources, financial challenges, changing demographics, and staff overturn, institutions are looking for ways to maximize their resources and still be effective. This book is based on a study of campuses that have been successful in recreating their environments to support collaborative work. |
| customer service in higher education: Campus Service Workers Supporting First-Generation Students Georgina Guzmán, La’Tonya Rease Miles, Stephanie Santos Youngblood, 2021-11-29 This unique collection of testimonials, critical essays, and first-hand accounts demonstrates the significant contribution of campus service workers in supporting the retention and success of first-generation college students. Using a Freirean framework to ground individual stories, the text identifies ways in which campus workers connect with students, provide informal mentorship, and offer culturally relevant support during students’ transition to college and beyond. Drawing on a range of interviews, case studies, and research studies, emphasis is placed on the unique challenges faced by first-generation and minority students such as cultural alienation, imposter syndrome, language barriers, and financial insecurity. Ultimately, the text dismantles notions of social hierarchies that separate workers and college students and encourages institutions to invest in these workers and their contribution to student well-being and success. This book will benefit researchers, academics, and educators with an interest in the higher education and student affair practice and higher education administration more broadly. Those specifically interested in multicultural education and the study of race and ethnicity within US higher educational contexts will also benefit from this book. |
| customer service in higher education: U.S. Power in International Higher Education Jenny J. Lee, 2021-07-16 2021 ASHE/CIHE Award for Significant Research on International Higher Education U.S. Power in International Higher Education explores how internationalization in higher education is not just an educational endeavor, but also a geopolitical one. By centering and making explicit the role of power, the book demonstrates the United States’s advantage in international education as well as the changing geopolitical realities that will shape the field in the future. The chapter authors are leading critical scholars of international higher education, with diverse scholarly ties and professional experiences within the country and abroad. Taken together, the chapters provide broad trends as well as in-depth accounts about how power is evident across a range of key international activities. This book is intended for higher education scholars and practitioners with the aim of raising greater awareness on the unequal power dynamics in internationalization activities and for the purposes of promoting more just practices in higher education globally. |
| customer service in higher education: Design for Change in Higher Education Jeffrey T. Grabill, Sarah Gretter, Erik Skogsberg, 2022-03-01 It's time to design the next iteration of higher education. There is no question that higher education faces significant challenges. Most of today's universities aren't prepared to tackle issues like demographic change, the continued defunding of public education, cost pressures, and the opportunities and challenges of educational technologies. Then, of course, there is the shock of the COVID-19 pandemic, which will reverberate for years and may very well usher higher education into an era of significant structural change. Some critics argue that a premium should be placed on change functions—that is to say, on creativity, innovation, organizational learning, and change management. Yet few institutions of higher education have functions focused on thoughtful, iterative problem-solving and opportunity identification. The authors of Design for Change in Higher Education argue that we must imagine and actively make our way to new institutional forms. They assert that design—a practical art that is conceptually rich and visible in its concreteness—must become a core internal competency of the university. They propose one grounded in the practical experiences of a specific educational design organization: Michigan State University's Hub for Innovation in Learning and Technology, which all three authors have helped to run. The Hub was created to address issues of participation, impact, and scale in moving learning innovations from the individual to the collective and from the classroom to the institution. Framing each chapter around a case study of design practice in higher education, the book uses that case study as the foundation on which to build design theory for higher education. It is complemented by an online playbook featuring tactics that can be used and adapted by others interested in facilitating their own design work. Touching on learning experience design (LXD) as an increasingly critical practice, the authors also develop a constructivist view of designing conversations. A playbook that grounds theory in practice, Design for Change in Higher Education is aimed at faculty, staff, and students engaged in the important work of imagining new forms of education. |
| customer service in higher education: Wellness Issues for Higher Education David S. Anderson, 2015-07-16 Wellness Issues for Higher Education is an essential resource that addresses a range of student wellness issues confronting professionals in college and university settings. Organized around five dimensions of Wellness—Emotional, Social, Intellectual, Physical, and Spiritual—this book comprehensively covers key topics that contribute to students’ success in college. Each topical chapter includes proactive wellness advice, and is designed to prepare the reader to better understand the facts, issues, and strategies appropriate for addressing the issue. Each Chapter Features: Background information, theory, and research Historical and emerging issues Common questions, controversies, challenging situations, and misconceptions Practical applications for the campus This practical guide prepares practitioners to understand and deal with the wellness and health promotion issues contributing to their students’ overall success and well-being. Armed with this valuable resource, higher education and student affairs professionals can work to improve academic performance, retention, satisfaction, and quality of life. This thorough resource will guide those working at any level in residence life, student activities, orientation, health education, student leadership, advising, instruction, and other areas of student development. |
| customer service in higher education: Reshaping International Teaching and Learning in Higher Education Paul G. Nixon, Vanessa P. Dennen, Rajash Rawal, 2021-02-21 This volume provides a broad examination of how technology and globalisation have influenced contemporary higher education institutions and how moves towards internationalisation within and between educational providers continue to be a force for change in this context. Showcasing the varied responses to and utilisation of new technologies to support international teaching and learning endeavours at a range of higher education institutions, this book introduces content from around the world, emphasising the global importance of the internationalisation of education. Featuring contributions from some fresh young voices alongside the work of experienced and internationally renowned scholars this collection critically scrutinises the potential of information and communication technologies (ICTs) on the capacities and patterns of university education; assesses and refines the contention that ICTs are facilitating the (re-)shaping of university practices as well as challenging traditional educational models and learning strategies; provides a comprehensive portrait of the ways in which ICT use engages higher education providers, society, and individuals to facilitate potentially more democratic, globally focussed access to knowledge generation, creation, investigation, and consumption processes through internationally focussed education; and examines the differing pace and scope of change in international educational practice and context between and within countries and disciplines. With an international range of carefully chosen contributors, this book is a must-read text for practitioners, academics, researchers, administrators, policymakers, and anyone interested in the future of the university in an information age. |
| customer service in higher education: Becoming Hispanic-Serving Institutions Gina Ann Garcia, 2019-03-12 How can striving Hispanic-Serving Institutions serve their students while countering the dominant preconceptions of colleges and universities? Winner of the AAHHE Book of the Year Award by the American Association of Hispanics in Higher Education Hispanic-Serving Institutions (HSIs)—not-for-profit, degree-granting colleges and universities that enroll at least 25% or more Latinx students—are among the fastest-growing higher education segments in the United States. As of fall 2016, they represented 15% of all postsecondary institutions in the United States and enrolled 65% of all Latinx college students. As they increase in number, these questions bear consideration: What does it mean to serve Latinx students? What special needs does this student demographic have? And what opportunities and challenges develop when a college or university becomes an HSI? In Becoming Hispanic-Serving Institutions, Gina Ann Garcia explores how institutions are serving Latinx students, both through traditional and innovative approaches. Drawing on empirical data collected over two years at three HSIs, Garcia adopts a counternarrative approach to highlight the ways that HSIs are reframing what it means to serve Latinx college students. She questions the extent to which they have been successful in doing this while exploring how those institutions grapple with the tensions that emerge from confronting traditional standards and measures of success for postsecondary institutions. Laying out what it means for these three extremely different HSIs, Garcia also highlights the differences in the way each approaches its role in serving Latinxs. Incorporating the voices of faculty, staff, and students, Becoming Hispanic-Serving Institutions asserts that HSIs are undervalued, yet reveals that they serve an important role in the larger landscape of postsecondary institutions. |
| customer service in higher education: The Power of Retention Neal A. Raisman, 2008 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. |
| customer service in higher education: The Trouble with Higher Education Trevor Hussey, Patrick Smith, 2012-04-04 The Trouble with Higher Education is a powerful and topical critique of the Higher Education system in the UK, with relevance to countries with similar systems. Based on the authors’ experiences that span over 30+ years of fieldwork, the issues discussed focus on the problems facing the principle responsibilities of universities: teaching, learning and research. The first half of the book identifies a number of problems that have followed the growth of mass education. It examines their causes and explains their damaging effects. The second half of the book offers a broad vision and makes a number of practical suggestions for ameliorating the problems and improving higher education. Supported by research, the suggestions include: ways of managing universities; proper inspection; better ways of organising students’ learning; improving teaching and learning; better approaches to assessment, and the proper use of ideas such as learning outcomes. Topics discussed include: Chronic under-funding, the replacement of student grants with loans and the introduction of tuition fees. The growth of managerialism. The emphasis on accountability and decline of trust. The growth of a competitive, market ethos. Modular degrees, knowledge treated as a commodity and students seen as customers. The drift towards a two-tiered system, with teaching colleges and research universities. Casualisation of the academic profession. The Trouble with Higher Education is aimed primarily at a professional audience of academics, educationalists, managers, administrators and policy makers, but would interest anyone concerned about higher education. It is suited to professional development courses, and Master’s and doctoral level studies. |
| customer service in higher education: Higher Education and Silicon Valley W. Richard Scott, Michael W. Kirst, 2017-09 Universities and colleges often operate between two worlds: higher education and economic systems. It is impossible to understand how current developments are affecting colleges without attending to the changes in both the higher education system and in the economic communities in which they exist. W. Richard Scott, Michael W. Kirst, and colleagues focus on the changing relations between colleges and companies in one vibrant economic region: the San Francisco Bay Area. Colleges and tech companies, they argue, have a common interest in knowledge generation and human capital, but they operate in social worlds that substantially differ, making them uneasy partners. Colleges are a part of a long tradition that stresses the importance of precedent, academic values, and liberal education. High-tech companies, by contrast, value innovation and know-how, and they operate under conditions that reward rapid response to changing opportunities. The economy is changing faster than the postsecondary education system. -- From the cover. |
| customer service in higher education: A Leadership Guide for Women in Higher Education Marjorie Hass, 2021-08-10 This book aims to give women the frank, supportive advice they need to advance in their careers and to lead with excellence. Based on the author's fifteen years of senior leadership experience at three different colleges and her mentorship work with dozens of women, this book guides women through launching, building, and advancing an academic career-- |
| customer service in higher education: Supporting Student Diversity in Higher Education Michelle Morgan, 2013-07-03 Supporting Student Diversity in Higher Education is a working manual that is designed to help managers, academics and members of the professional service teams within universities, recruit and support a diverse student body across the student lifecycle at the same time as delivering a quality student experience in a challenging and pressured environment. Using the Student Experience Practitioner Model as a framework, this book helps colleagues responsible for improving the student experience navigate their way through the maze of student diversity across all levels of study, determining what to deliver, how to deliver it and to whom. It interlinks academic, welfare and support activities at faculty department, school, course and university level to support the student in their university journey. Containing 40 practical and innovative undergraduate UK and international case studies from across 12 countries spanning four continents, this book provides practical examples of recruiting and supporting a diverse student body. It includes initiatives to support: mature students (e.g. academic re-engagement); students with special needs (e.g. dyslexia and other disabilities); international students (e.g. language support requirements); students at risk (e.g. lower socio-economic groups, care leavers, male learners); Transfer and direct entry students (e.g. supporting students through this transition); individual learners and their learning needs (impact of personality on learning); students who support students (e.g. peer support). This book will be of great use to senior and middle administrative managers and academics involved in the recruitment, retention and progression of students; and also to anyone involved in education policy and students aiming to work in higher education. |
| customer service in higher education: College Disrupted Ryan Craig, 2015-03-10 There is a revolution happening in higher education—and this is how it's unfolding |
| customer service in higher education: Helping College Students Amy L. Reynolds, 2009 There is a need for a book that fully examines the specific and unique awareness, knowledge, and skills that are necessary for student affairs and other practitioners to be effective and ethical in their helping, counseling, and advising roles. This book addresses the core assumptions and underlying beliefs that impact the helping, counseling, and advising roles and skills that are central to higher education. It synthesizes and integrates information from traditional counseling therapy texts and offers examples of how to utilize such skills within student affairs. Written for faculty members and professionals. |
| customer service in higher education: Student Engagement and Quality Assurance in Higher Education Masahiro Tanaka, 2019-01-10 Using a range of international examples to compare the reality, purpose and effect of student engagement in universities across the globe, Student Engagement and Quality Assurance in Higher Education argues that teachers and students need to collaborate to improve the quality of university education and student learning. The growing trend of assessing and assuring quality in higher education is incredibly complex, as there are so many variables affecting both experiences and measures. With case studies from ten countries, covering a variety of cultural and environmental settings, this book focusses on ways of working with students to produce applicable, implementable strategies for universities the world over. Internationally applicable, this book presents ideas from a range of cultures, which can be adapted to be implemented in a variety of cultures. The reader is provided with a range of approaches where both the advantages and disadvantages are clearly presented. The ten case studies consider the macro, meso and micro levels of each approach, allowing for an exploration of the growing area of research and practice that is student–staff partnerships, showcasing ways of working with students to enhance engagement and quality, which are vital for a long-term approach. Focussing on one of the main reform topics for universities, Student Engagement and Quality Assurance in Higher Education is essential reading for educational researchers, institutional leaders and all concerned with the implementation and progression of student engagement and quality assurance in higher education. |
| customer service in higher education: Big Data on Campus Karen L. Webber, Henry Y. Zheng, 2020-11-03 Webber, Henry Y. Zheng, Ying Zhou |
| customer service in higher education: High-impact Educational Practices George D. Kuh, 2008 This publication¿the latest report from AAC&U¿s Liberal Education and America¿s Promise (LEAP) initiative¿defines a set of educational practices that research has demonstrated have a significant impact on student success. Author George Kuh presents data from the National Survey of Student Engagement about these practices and explains why they benefit all students, but also seem to benefit underserved students even more than their more advantaged peers. The report also presents data that show definitively that underserved students are the least likely students, on average, to have access to these practices. |
| customer service in higher education: Higher Education? Andrew Hacker, Claudia Dreifus, 2010-08-03 What's gone wrong at our colleges and universities—and how to get American higher education back on track A quarter of a million dollars. It's the going tab for four years at most top-tier universities. Why does it cost so much and is it worth it? Renowned sociologist Andrew Hacker and New York Times writer Claudia Dreifus make an incisive case that the American way of higher education, now a $420 billion-per-year business, has lost sight of its primary mission: the education of young adults. Going behind the myths and mantras, they probe the true performance of the Ivy League, the baleful influence of tenure, an unhealthy reliance on part-time teachers, and the supersized bureaucracies which now have a life of their own. As Hacker and Dreifus call for a thorough overhaul of a self-indulgent system, they take readers on a road trip from Princeton to Evergreen State to Florida Gulf Coast University, revealing those faculties and institutions that are getting it right and proving that teaching and learning can be achieved—and at a much more reasonable price. |
| customer service in higher education: Leading Colleges and Universities Stephen Joel Trachtenberg, Gerald B. Kauvar, E. Gordon Gee, 2018-04-16 How experienced college and university leaders guide successful institutions—and why they sometimes lose their way. Today's college and university leaders face complex problems that test their political acumen as well as their judgment, intellect, empathy, and ability to plan and improvise. How do they thoughtfully and creatively rise to the challenge? In Leading Colleges and Universities, editors Stephen Joel Trachtenberg, Gerald B. Kauvar, and E. Gordon Gee bring together a host of presidents and other leaders in higher education who describe how they dealt with the issues. Each contributor has been effective as a president or other significant leader in postsecondary education. In this book they share real-life examples and stories that illustrate how they have dealt with the challenges they encountered. Together they answer these and other core questions: • How do you manage college athletics, faculty, a governing board, donors, and a local community? • What do you need to know about crisis management and legal affairs? • When should you be outspoken in the media and when should you be quiet? The book does not shy away from hot contemporary issues, tackling such controversial matters as free speech, Title IX, athletics, fraternities, student and faculty diversity, and board relations. Presidents and would-be presidents—as well as boards, search committees, state boards, legislators, and others involved in higher education—will find much helpful guidance in this timely book. |
| customer service in higher education: Higher Education Opportunity Act United States, 2008 |
| customer service in higher education: Learner Relationships in Global Higher Education David Killick, Monika Foster, 2021-04-12 Providing the academic community with a robust and highly practical insight into the importance of implementing relationship building into the learning environment and experiences of all students, underpinned by current research, this innovative volume explores intercultural learning and critical pedagogy in the borderless university. By revealing cutting-edge theoretical perspectives and practice which can facilitate critical connections between diverse students, their learning, curriculum, each other, and their communities, Learner Relationships in Global Higher Education integrates academic and student perspectives on relationship development into academic practice. Drawing upon case studies and examples of good practice from across the globe, this book illustrates how practitioners in diverse contexts are designing student experiences in face-to-face and online contexts on- and off-campus to advance learner relationships. By situating this work in a critical pedagogy perspective, the book advances internationalisation in and for a global and multicultural world. In the changing contexts of global higher education, this book is a valuable tool for higher education researchers and practitioners at all stages of their careers. |
| customer service in higher education: Civic Responsibility and Higher Education Thomas Ehrlich, 2000-01-25 More than a century ago, John Dewey challenged the education community to look to civic involvement for the betterment of both community and campus. Today, the challenge remains. In his landmark book, editor Thomas Ehrlich has collected essays from national leaders who have focused on civic responsibility and higher education. Imparting both philosophy and working examples, Ehrlich provides the inspiration for innovative new programs in this essential area of learning. |
| customer service in higher education: Service-Learning as a New Paradigm in Higher Education of China Carol Ma Hok-ka, Alfred Chan Cheung-ming, Alice Liu Cheng, Fanny Mak Mui-fong, 2018-05-01 The first reference book to introduce the concept and development of service-learning in China, Service-Learning as a New Paradigm in Higher Education of China provides a full picture of the infusion of service-learning into the Chinese educational system and describes this new teaching experience using case studies, empirical data, and educational and institutional policies within Chinese context. The text demonstrates how students learn outside the classroom through service-learning with valuable feedback and reflection from faculty members and fellow students about the meaning of education in China. Though service-learning was initially developed in the United States, the concept is rooted in Chinese literatures and values. This book will help readers understand how service-learning is being used as a pedagogy with Chinese values and philosophy in Chinese education, filling a niche within the worldwide literature of service-learning. |
| customer service in higher education: The Academic Citizen Bruce Macfarlane, 2006-09-27 With increasing focus on excellence in research and teaching, the service role of the individual academic is often neglected. This book calls for greater recognition of this important aspect of academic life, highlighting the importance of mentoring, committee work and pastoral care in the daily running of universities. Drawing from extensive examples from models around the world, The Academic Citizen points to the benefits of effective communication with colleagues in the faculty, across the university and in corresponding faculties across the world, as well as those in maintaining positive associations with the wider world. |
| customer service in higher education: Student Financing of Higher Education Donald E. Heller, Claire Callender, 2013-06-07 The financing of higher education is undergoing great change in many countries around the world. In recent years many countries are moving from a system where the costs of funding higher education are shouldered primarily by taxpayers, through government subsidies, to one where students pay a larger share of the costs. There are a number of factors driving these trends, including: A push for massification of higher education, in the recognition that additional revenue streams are required above and beyond those funds available from governments in order to achieve higher participation rates Macroeconomic factors, which lead to constraints on overall government revenues Political factors, which manifest in demands for funding of over services, thus restricting the funding available for higher (tertiary) education A concern that the returns to higher education accrue primarily to the individual, rather than to society, and thus students should bear more of the burden of paying for it This volume will help to contribute to an understanding of how these trends occur in various countries and regions around the world, and the impact they have on higher education institutions, students, and society as a whole. With contributions for the UK, USA, South Africa and China this vital new book gives a truly global picture of the rapidly changing situation |
consumer、customer、client 有何区别？ - 知乎
对于customer和consumer，我上marketing的课的时候区分过这两个定义。 customer behavior：a broad term that covers individual consumers who buy goods and services for their own use …
Consumer与customer有区别吗？具体作什么区别？ - 知乎
Mar 18, 2014 · 一般把 customer 翻译做 “客户“ 比如你是杜蕾斯的生产商，那么中国总代，上海曼伦商贸有限公司，就是你的customer，然后从曼伦进货的全家就是曼伦的customer，然后隔 …
Windows 10 business 和 consumer 中的专业版有什么不同？ - 知乎
Mar 14, 2020 · Windows10 有business editions 和 consumer editions 版。其中每个都有 专业工作站版，可这2个专业工作…
想问一下大家web of science文献检索点不动 只能用作者检索怎么 …
手机电脑打开都是这样 我想用文献检索 不想用作者检索啊啊啊啊啊
什么是CRM系统？它的作用是什么？ - 知乎
CRM（Customer Relationship Management），即客户关系管理系统.。 是指利用软件、硬件和网络技术，为企业建立一个客户信息收集、管理、分析和利用的信息系统。通俗地讲， CRM就 …
请问金融系统中提到的KYC是做什么用的？ - 知乎
KYC看着高端，其实我们每个人都经历过。例如，当你去银行开户的时候，都必须要提交身份证件，甚至有时候还要提交家庭住址证明。这便是一个最简单的KYC。(也叫做CIP - Customer …
什么是SCRM？为什么企业要做SCRM？ - 知乎
SCRM翻译后的全程是：Social Customer Relationship Management ，可以看到这里的“S”原来是“Social”，也就是“社交”的意思。 尽管只是多了一个S，却将原先CRM呈现的客户管理行为转 …
什么是跨境电商，你们了解多少？ - 知乎
跨境电子商务是指不同国度或地域的买卖双方经过互联网以邮件或者快递等方式通关，将传统贸易中的展现、洽谈和成交环节数字化，完成产品进口的的新型贸易方式，当前主流的跨境电商形 …
有大神公布一下Nature Communications从投出去到Online的审稿 …
知乎，中文互联网高质量的问答社区和创作者聚集的原创内容平台，于 2011 年 1 月正式上线，以「让人们更好的分享知识、经验和见解，找到自己的解答」为品牌使命。知乎凭借认真、专业 …
新媒体的KOL、KOC是什么? - 知乎
KOC有双重身份，即Customer和Creator，KOC是消费者的同时也是创作者，是对消费者的消费决策起到关键作用的群体。 KOL与KOC在本质上截然不同，是两个群体。前者是推，而KOC是 …
consumer、customer、client 有何区别？ - 知乎
对于customer和consumer，我上marketing的课的时候区分过这两个定义。 customer behavior：a broad term that covers individual consumers who buy goods and services for their own use …
Consumer与customer有区别吗？具体作什么区别？ - 知乎
Mar 18, 2014 · 一般把 customer 翻译做 “客户“ 比如你是杜蕾斯的生产商，那么中国总代，上海曼伦商贸有限公司，就是你的customer，然后从曼伦进货的全家就是曼伦的customer，然后隔 …
Windows 10 business 和 consumer 中的专业版有什么不同？ - 知乎
Mar 14, 2020 · Windows10 有business editions 和 consumer editions 版。其中每个都有 专业工作站版，可这2个专业工作…
想问一下大家web of science文献检索点不动 只能用作者检索怎么 …
手机电脑打开都是这样 我想用文献检索 不想用作者检索啊啊啊啊啊
什么是CRM系统？它的作用是什么？ - 知乎
CRM（Customer Relationship Management），即客户关系管理系统.。 是指利用软件、硬件和网络技术，为企业建立一个客户信息收集、管理、分析和利用的信息系统。通俗地讲， CRM就 …
请问金融系统中提到的KYC是做什么用的？ - 知乎
KYC看着高端，其实我们每个人都经历过。例如，当你去银行开户的时候，都必须要提交身份证件，甚至有时候还要提交家庭住址证明。这便是一个最简单的KYC。(也叫做CIP - Customer …
什么是SCRM？为什么企业要做SCRM？ - 知乎
SCRM翻译后的全程是：Social Customer Relationship Management ，可以看到这里的“S”原来是“Social”，也就是“社交”的意思。 尽管只是多了一个S，却将原先CRM呈现的客户管理行为转 …
什么是跨境电商，你们了解多少？ - 知乎
跨境电子商务是指不同国度或地域的买卖双方经过互联网以邮件或者快递等方式通关，将传统贸易中的展现、洽谈和成交环节数字化，完成产品进口的的新型贸易方式，当前主流的跨境电商形 …
有大神公布一下Nature Communications从投出去到Online的审稿 …
知乎，中文互联网高质量的问答社区和创作者聚集的原创内容平台，于 2011 年 1 月正式上线，以「让人们更好的分享知识、经验和见解，找到自己的解答」为品牌使命。知乎凭借认真、专业 …
新媒体的KOL、KOC是什么? - 知乎
KOC有双重身份，即Customer和Creator，KOC是消费者的同时也是创作者，是对消费者的消费决策起到关键作用的群体。 KOL与KOC在本质上截然不同，是两个群体。前者是推，而KOC是 …
