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| customer service in 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 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 education: Competing for Kids Kelly E. Middleton, 2018-07-12 When was the last time you reflected on the quality of customer service your school gives to your students? As alternate forms of education become more prominent, public education faces the challenge of losing its best and brightest students to the competition. Competing for Kids is a full-service manual for giving great customer service throughout your school district. By implementing the concepts in this book, public schools can become more appealing and more successful in retaining and attracting students. Competing for Kids teaches: How the best companies use customer service to compete at the highest levelHow these twenty-one business concepts can help public schools better compete with other forms of educationHow to develop a district-wide customer service plan for all staff members working in the public school arena |
| customer service in education: Who Cares? Kelly E. Middleton, Elizabeth A. Petitt, 2007-11 Authors assert the importance of creating a school culture that values the business principle of customer service. Text provides customer service examples, practices, and tools that can be used to help develop quality relationships with parents, students, and the community as a whole. Middleton and Petitt, associate superintendents in Mason County, KY, share their experiences with implementing these techniques in their district. |
| customer service in education: Customer Education Adam Avramescu, 2019-01-10 Today's software companies can't afford to be passive with their customers. As software moves to the web and becomes more consumerized, software companies can only grow if their current customers renew and grow over time. Otherwise those customers will leave, creating a leaky bucket of revenue.So, what are smart, innovative companies doing before they end up with severe churn problems? Forward-thinking companies invest in Customer Education early as a way to drive customer growth and maximize lifetime value in a scalable way. Over time, this function has the potential to differentiate a company in the market.Consider this book a survival guide to investing in a Customer Education function, including: -How to drive a Customer Education strategy across your customer lifecycle-Tips for creating killer content that will actually lead to customer performance-What tools to implement as part of your technology stack-Measurement strategies for improving your content and showing ROI-And more... |
| customer service in education: The Customer Service Solution: Managing Emotions, Trust, and Control to Win Your Customer’s Business Sriram Dasu, Richard B. Chase, 2013-06-28 Understand Consumer Psychology to Drive Profits and Growth Want to know exactly what’s driving your customer's behavior? NOW YOU CAN! The Customer Service Solution explains how consumers perceive services and shows you how to enhance the customer experience--every time. In this economic climate, the customer service experience is more critical than ever. Most leading service firms advocate the TLC mantra: Think Like a Customer. That's a good practice, but first you have to understand what your customer is thinking and feeling. Today's business leaders cannot afford to neglect the psychological principles that govern customer satisfaction and long-term loyalty. What are the factors that really determine customer satisfaction? Two of the nation's leading authorities on service psychology, Sriram Dasu and Richard Chase, have written this groundbreaking guide that identifies and demystifies the psychological triggers behind customer behavior. You'll go where customer satisfaction surveys, mystery shoppers, and focus groups can't--and learn exactly why customers respond and behave the way they do. With findings drawn from behavioral science research, this book provides all the tools you need to evaluate your current service platforms and design future strategies to enhance customer perceptions positively and drive your sales. The Customer Service Solution illustrates why even companies with high levels of satisfaction are missing tremendous opportunities by neglecting the emotional elements that govern consumer interactions. This book will show you how to: Shape and manage customer perceptions Understand implicit versus explicit outcomes Develop the roles of control and choice among buyers Design emotionally intelligent processes Build trust among customers Whatever your business may be--healthcare, hospitality, financial services, e-commerce, and more--this book is an essential tool to help you increase profits by leveraging your company's customer experience. PRAISE FOR THE CUSTOMER SERVICE SOLUTION: Harnessing the power of emotions will help to drive an exceptional customer experience creating customers for life to help your business thrive. Finally, a guide to help us better understand how to do this. -- James Merlino, MD, Chief Experience Officer, Cleveland Clinic Required reading for anyone designing a service encounter. -- James Heskett, Professor Emeritus, Harvard Business School, coauthor of The Service Profit Chain and Service Future I have always known that our customers shop with us because they want to, not because they have to. How to make them want to is the secret that this great book unlocks. -- Kevin Davis, President and CEO, Bristol Farms [Dasu and Chase] share easy-to-understand ideas and guidance to operations managers who typically do not think about the psychology of customers in designing their services. -- Mary Jo Bitner, PhD, Professor and Executive Director, Center for Services Leadership, W. P. Carey School, Arizona State University Dasu and Chase provide an excellent set of ideas for delivering emotional customer service experiences through systems and operations. -- Rodolfo Medina, Vice President, Marketing & Commercial, Rock in Rio This book provides valuable insights to managing and molding the customer's emotional journey, leading to ultimate satisfaction and sustainable loyalty. -- Ali V. Kasikci, Regional Managing Director, Orient-Express |
| customer service in education: Strategic Customer Service John A. GOODMAN, 2009-05-13 The success of any organization depends on high-quality customer service. But for companies that strategically align customer service with their overall corporate strategy, it can transcend typical good business to become a profitable word-of-mouth machine that will transform the bottom line. Drawing on over thirty years of research for companies such as 3M, American Express, Chik-Fil-A, USAA, Coca-Cola, FedEx, GE, Cisco Systems, Neiman Marcus, and Toyota, author Goodman uses formal research, case studies, and patented practices to show readers how they can: • calculate the financial impact of good and bad customer service • make the financial case for customer service improvements • systematically identify the causes of problems • align customer service with their brand • harness customer service strategy into their organization's culture and behavior Filled with proven strategies and eye-opening case studies, this book challenges many aspects of conventional wisdom—using hard data—and reveals how any organization can earn more loyalty, win more customers...and improve their financial bottom line. |
| customer service in education: Customer Service Training 101 Renee Evenson, 2011 Your service team may represent the first, last, or only interaction point between your customers and your company. Your front-line service professionals make or break countless opportunities, leads, sales, and relationships every day. Completely revised and updated to meet the challenges of a new service landscape, the second edition ofCustomer Service Training 101 presents proven techniques for creating unforgettable customer experiences. The book covers every aspect of face-to-face, phone, Internet, and self-service customer relations, and provides simple yet powerful tips for: * Projecting a positive attitude and making a great first impression * Communicating effectively, both verbally and nonverbally * Developing trust, establishing rapport, and making customers feel valued * Confidently handling difficult customers and situations New features include How Do I Measure Up? self-assessments, and Doing It Right examples from the author's extensive customer service experience. Every step-by-step lesson in this comprehensive and inspiring training manual is augmented with instructive sidebars, a summary of key points, practice exercises, and so much more. |
| customer service in 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 education: Customer Service Elaine K. Harris, 2013 The market-leader, Customer Service: A Practical Approach, Sixth Edition, goes beyond providing reasons why customer service is important to defining proven methods for creating customer service excellence. Using a hands-on approach, it covers a wide range of knowledge and skills and offers an extensive collection of activities to enliven and invigorate any lecture. This edition features a revised chapter on technology, new Ethics in Action exercises and coverage of the latest trends in the customer service field. Focusing on problem solving, communication strategies and technology, this classic text pinpoints the skills needed to improve and sustain customer satisfaction and business relationships. For undergraduate courses in Customer Service, Training and Development, and Service Marketing; also as a supplement for a course in Marketing Principles |
| customer service in education: How the Arts Can Save Education Erica Rosenfeld Halverson, 2021 A comprehensive look at how the arts (broadly conceived) can improve teaching, learning, and curriculum for all students, written in accessible language for non-academics and non-experts. It contains many evocative examples to illustrate the power of the arts to change education-- |
| customer service in education: Teaching with the Instructional Cha-chas LeAnn Nickelsen, Melissa Dickson, 2018-11-09 With foreword by Rick Wormeli Merging educational neuroscience with a formative assessment process and differentiated instruction, LeAnn Nickelsen and Melissa Dickson developed a four-step cycle of instruction -- (1) chunk, (2) chew, (3) check, and (4) change -- that has the power to double the speed of student learning. Compatible with any subject area, the book's brain-friendly teaching strategies and plentiful tools are designed to help transform students into active learners and independent thinkers. Educational neuroscience- and research-based teaching strategies to improve student achievement: Combine brain science with a formative assessment process and differentiated instruction to maximize student learning. Examine effective teaching strategies and differentiation practices so you can bump it up or break it down according to student needs. Consider the four-step instructional cycle and understand the components of chunk, chew, check, and change. Explore how the formative assessment process can double the speed of learning. Learn how to plan instruction and preassess efficiently so that daily learning targets and formative assessments enable each student to meet standards. Receive templates and teaching strategies that can be easily differentiated and implemented in daily lesson plans. Contents: Introduction: Maneuver Your Footwork With Four Steps Part I: Setting Up Your Classroom Dance Floor Chapter 1: Choreograph Your Instruction With the Cha-Cha Steps Chapter 2: Move Smoothly From Broad Ideas to Smaller Ideas Chapter 3: Get to Know Your Dance Partners Part II: Putting the Steps Together Chapter 4: Take Step One: Chunk (Instruct) Chapter 5: Take Step Two: Chew (Learn) Chapter 6: Take Step Three: Check (Evaluate) Chapter 7: Take Step Four: Change (Differentiate) Chapter 8: Finesse the Chunk, Chew, Check, and Change Cycle Epilogue: Swing Into Action With the Four Steps |
| customer service in education: Professional Learning Communities at Work®and High-Reliability Schools Robert Eaker, Robert J. Marzano, 2020-02-18 Dramatically improve schooling by harnessing the collective power of the High Reliability SchoolsTM (HRS) model and the PLC at Work® process. Featuring some of America's best educators, this anthology includes information, insights, and practical suggestions for both PLCs and HRS. The overarching purpose is to demonstrate how these two approaches, taken together, complement each other and support educators in their efforts to create a culture of continuous improvement. Use this resource to ensure a guaranteed and viable curriculum: Study the HRS and PLC practices with guidance from numerous practitioners and experts, developing good teachers into great teachers through a culture of accountability. Learn how to keep your school focused on the right work in order to achieve learning for all through a continuous improvement process. Understand how the HRS model can improve success with the PLC process and how the PLC at Work process is the cornerstone of a high reliability school. Explore the ways in which strong leaders can model and improve the why and how of PLC at Work through a collaborative culture. Explore the five levels of the HRS model, and then learn how to relate each level to PLC at Work process to improve education in your school or district. Contents: Introduction: Professional Learning Communities at Work and High Reliability Schools—Merging Best Practices for School Improvement by Robert J. Marzano and Robert Eaker Part I: The Five Levels A Safe, Supportive, and Collaborative Culture 1. Culture Building in a High Reliability School by Mario Acosta 2. Frames of Mind and Tools for Success: Organizational Culture in a PLC by Anthony Muhammad Effective Teaching in Every Classroom 3. Six Steps for Effective Teaching in Every Classroom by Toby Boss 4. Effective Teaching in a Professional Learning Community by William M. Ferriter A Guaranteed and Viable Curriculum 5. Six Action Steps for a Guaranteed and Viable Curriculum by Jan K. Hoegh 6. PLC, HRS, and a Guaranteed and Viable Curriculum by Heather Friziellie and Julie A. Schmidt Standards-Referenced Reporting 7. A Multiyear Plan for Standards-Referenced Reporting by Tammy Heflebower 8. Grading and Reporting for Learning in a PLC by Eric Twadell Competency-Based Education 9. Personalized, Competency-Based Education by Mike Ruyle 10. Preparation for Tomorrow: A Competency-Based Focus and PLCs by Mike Mattos Part II: Professional Learning Communities, High Reliability Organizations, and School Leadership 11. High Reliability Leadership by Philip B. Warrick 12. Leadership in a PLC: Coherence and Culture by Timothy D. Kanold Part III: Professional Learning Communities, High Reliability Organizations, and District Leadership 13. Leadership in High Reliability School Districts by Cameron L. Rains 14. Leadership in a High Performing PLC by Marc Johnson |
| customer service in education: How Tutoring Works Nancy Frey, Douglas Fisher, John Almarode, 2021-05-26 Build students’ confidence and competence with tutoring strategies that spark meaningful, accelerated learning. Tutoring is much more than telling students information. Effective tutoring begins with the strong and caring relationship a tutor establishes with a learner to build trust, fuel motivation, and drive critical learning. How Tutoring Works distills the complexity of strategic moves effective tutors make to build students’ confidence and competence. Harnessing decades of Visible Learning® research, this easy to read, eye-opening guide details the six essential components of any effective tutoring intervention—establishing a relationship and credibility, addressing student confidence and challenges, setting shared goals, helping a student learn how to learn, teaching and learning content, and establishing a habit of deliberate practice. Indispensable for any educator who intervenes with students, this rich resource includes: Examples of impactful tutoring conversations, including what to say and what not to say when building a relationship with a learner. Specific approaches to use when establishing credibility, addressing challenges to learning, leveraging the relevance of knowledge, setting goals, and ensuring practice. Learning strategies, with effect size, for teaching and learning content, including specific strategies for improving reading, writing, and mathematics. Tips and tools for helping students develop powerful cognitive, metacognitive, and affective study skills. Resources and advice for establishing an effective and transformational tutoring program. Done well, tutoring can repair a student’s damaged relationship to learning, address unrealized potential, and alter the course of a young person’s life. A strong and nurturing relationship between tutor and learner is key. |
| customer service in education: Customer Service Management in Africa Robert Hinson, Ogechi Adeola, Terri Lituchy, Abednego Amartey, 2020-05-07 Customer Service Management in Africa: A Strategic and Operational Perspective (978-0-367-14337-4, K410515) Customer Service is Changing! The message of 34 authors featured in Customer Service Management in Africa: A Strategic and Operational Perspective is clear: Today’s consumers are no longer ‘passive audiences’ but ‘active players’ that engage with businesses at each stage of product or service design and delivery systems. Consumer demands and expectations are also increasingly being dictated by changing personal preferences, enhanced access to information and expanding digital reality. The customer service principles – strategic and operational – advocated by these authors are universal, but particularly compelling as they apply to Africa’s unique and dynamic operating environment. In recognition of the importance of excellent customer service, this comprehensive and well-timed book provides an essential guide on the increasing role of the customer to business success. This book discusses the management and delivery of customer service under seven broad themes: Customer Service as Shared Value, Customer Service Strategy, Customer Service Systems, Customer Service Style, Customer Service Culture, Customer Service Skills and Customer Experience – Advancing Customer Service in Africa. Central questions posed and addressed include: What is the new definition of customer service management? How should organisations position themselves to create value for customers and stakeholders? How should employees project themselves to align with customer service promises made by their organisations? Overall, this book provides strategic and operational insights into effective customer service management in Africa. The customer service management concepts, roles and practices outlined, particularly as they apply to the African context, make it an important addition to scholars’ or practitioners’ reference works. |
| customer service in education: Leaders of Their Own Learning Ron Berger, Leah Rugen, Libby Woodfin, EL Education, 2014-01-07 From EL Education comes a proven approach to student assessment Leaders of Their Own Learning offers a new way of thinking about assessment based on the celebrated work of EL Education schools across the country. Student-Engaged Assessment is not a single practice but an approach to teaching and learning that equips and compels students to understand goals for their learning and growth, track their progress toward those goals, and take responsibility for reaching them. This requires a set of interrelated strategies and structures and a whole-school culture in which students are given the respect and responsibility to be meaningfully engaged in their own learning. Includes everything teachers and school leaders need to implement a successful Student-Engaged Assessment system in their schools Outlines the practices that will engage students in making academic progress, improve achievement, and involve families and communities in the life of the school Describes each of the book's eight key practices, gives advice on how to begin, and explains what teachers and school leaders need to put into practice in their own classrooms Ron Berger is Chief Program Officer for EL Education and a former public school teacher Leaders of Their Own Learning shows educators how to ignite the capacity of students to take responsibility for their own learning, meet Common Core and state standards, and reach higher levels of achievement. DVD and other supplementary materials are not included as part of the e-book file, but are available for download after purchase. |
| customer service in education: The Education We Need for a Future We Can′t Predict Thomas Hatch, Jordan Corson, Sarah Gerth van den Berg, 2021-01-19 Improve Schools and Transform Education In order for educational systems to change, we must reevaluate deep-seated beliefs about learning, teaching, schooling, and race that perpetuate inequitable opportunities and outcomes. Hatch, Corson, and Gerth van den Berg challenge the narrative when it comes to the grammar of schooling--or the conventional structures, practices, and beliefs that define educational experiences for so many children—to cast a new vision of what school could be. The book addresses current systemic problems and solutions as it: Highlights global examples of successful school change Describes strategies that improve educational opportunities and performance Explores promising approaches in developing new learning opportunities Outlines conditions for supporting wide-scale educational improvement This provocative book approaches education reform by highlighting what works, while also demonstrating what can be accomplished if we redefine conventional schools. We can make the schools we have more efficient, more effective, and more equitable, all while creating powerful opportunities to support all aspects of students’ development. You won’t find a better book on system change in education than this one. We learn why schools don’t change; how they can improve; what it takes to change a system; and, in the final analysis, the possibilities of system change. Above all, The Education We Need renders complexity into clarity as the writing is so clear and compelling. A powerful read on a topic of utmost importance. ~Michael Fullan, Professor Emeritus, OISE/Universtiy of Toronto I cannot recommend this book highly enough – Tom tackles long-standing and emerging educational issues in new ways with an impressive understanding of the challenging complexities, but also feasible possibilities, for ensuring excellence and equity for all students. ~Carol Campbell, Associate Professor, Ontario Institute for Studies in Education, University of Toronto |
| customer service in education: Uncommon Service Frances X. Frei, Frances Frei, Anne Morriss, 2012 Offers an organizational design model for service organizations, covering such topics as funding mechanisms, employee management systems, and customer management systems. |
| customer service in education: Uplifting Service Ron Kaufman, 2012 Kaufman takes you on a journey into the new world of service. Learn how the world's leading companies have changed the game, and how you can successfully follow this path to an uplifting service transformation. |
| customer service in education: The Leader in Me Stephen R. Covey, 2012-12-11 Children in today's world are inundated with information about who to be, what to do and how to live. But what if there was a way to teach children how to manage priorities, focus on goals and be a positive influence on the world around them? The Leader in Meis that programme. It's based on a hugely successful initiative carried out at the A.B. Combs Elementary School in North Carolina. To hear the parents of A. B Combs talk about the school is to be amazed. In 1999, the school debuted a programme that taught The 7 Habits of Highly Effective Peopleto a pilot group of students. The parents reported an incredible change in their children, who blossomed under the programme. By the end of the following year the average end-of-grade scores had leapt from 84 to 94. This book will launch the message onto a much larger platform. Stephen R. Covey takes the 7 Habits, that have already changed the lives of millions of people, and shows how children can use them as they develop. Those habits -- be proactive, begin with the end in mind, put first things first, think win-win, seek to understand and then to be understood, synergize, and sharpen the saw -- are critical skills to learn at a young age and bring incredible results, proving that it's never too early to teach someone how to live well. |
| customer service in education: Customer Service in Libraries Charles Harmon, Michael Messina, 2013-02-13 In this book, nine librarians from across the country describe their libraries’ best practices in this key area. Their contributions range from all-encompassing customer service policies and models any library can both adapt and be proud of to micro-approaches that emphasize offering excellent user-focused technology planning, picture book arrangement with patrons in mind, Web 2.0 tools to connect users with the library, establishing good service delivery chains, and making your library fantastic for homeschoolers. As past Public Library Association President Audra Caplan writes in her introduction to this book, “There is nothing magical about providing excellent customer service; it just takes the right people, the right philosophy and the passion to make it a reality.” If you’ve got all that, here are the best practices to make stellar customer service a reality for your library’s users. |
| customer service in education: The Complete Guide to Service Learning Cathryn Berger Kaye, 2010-03-18 The Complete Guide to Service Learning is the go-to resource in the fast-growing field of service learning. It is an award-winning treasury of service activities, community service project ideas, quotes, reflections, and resources that can help teachers and youth workers engage young hearts and minds in reaching out and giving back. Author and internationally known service learning expert Cathryn Berger Kaye presents service learning—its importance, steps, essential elements, and challenges—within a curricular context and organized by theme. This second edition maintains the easy-to-use format of the original and is enhanced with updated information on service learning programs and pedagogy. Benefits include: A blueprint for service learning, from getting started to assessing the experience Integration of K–12 service learning standards Inspiring quotations, background information and resources, preparation activities, real-life examples, and community service project ideas that have worked for other teachers 13 thematic chapters covering topics commonly selected for service learning projects such as animal protection and care, elders, emergency readiness, the environment, hunger and homelessness, literacy, special needs, and more Hundreds of real-life field-tested service learning projects Ideas for fortifying service learning programs by incorporating global literacy and creating a culture of service The online digital content has over 200 pages of forms and bonus materials and includes: All of the planning and tracking forms from the book, many customizable 39 sample planning templates for all service learning themes at each grade level 10 original essays written by experts in the field 22 author interviews, including interviews with authors Laurie David, Cynthia Lord, Jordan Sonnenblick, Kathe Koja, Danica Novgorodoff, Janet Tashjian, Deborah Ellis, Sonia Levitin, Ellen Senisi, and more! More than 300 additional “Bookshelf” recommendations that describe books that offer teachable moments about community service, responsibility, caring, and helping, as well as ways to encourage discussion and combine literature and service learning. Drawing on her years as a classroom teacher and international service learning consultant, trainer, speaker, and program developer, Cathryn Berger Kaye tells you everything you want and need to know about service learning. Recommended for K–12 teachers and administrators, college and university faculty, youth group leaders, government agencies and nonprofits, and after-school programs. Teachers, parents, and group leaders: Use this valuable resource in a classroom or youth-serving organization, after-school program, or as a family. |
| customer service in education: Learning Through Serving Christine M. Cress, Peter J. Collier, Vicki L. Reitenauer, 2023-07-03 This substantially expanded new edition of this widely-used and acclaimed text maintains the objectives and tenets of the first. It is designed to help students understand and reflect on their community service experiences both as individuals and as citizens of communities in need of their compassionate expertise. It is designed to assist faculty in facilitating student development of compassionate expertise through the context of service in applying disciplinary knowledge to community issues and challenges. In sum, the book is about how to make academic sense of civic service in preparing for roles as future citizen leaders. Each chapter has been developed to be read and reviewed, in sequence, over the term of a service-learning course. Students in a semester course might read just one chapter each week, while those in a quarter-term course might need to read one to two chapters per week. The chapters are intentionally short, averaging 8 to 14 pages, so they do not interfere with other course content reading. This edition presents four new chapters on Mentoring, Leadership, Becoming a Change Agent, and Short-Term Immersive and Global Service-Learning experiences. The authors have also revised the original chapters to more fully address issues of social justice, privilege/power, diversity, intercultural communication, and technology; have added more disciplinary examples; incorporated additional academic content for understanding service-learning issues (e.g., attribution theory); and cover issues related to students with disabilities, and international students. This text is a student-friendly, self-directed guide to service-learning that: Develops the skills needed to succeed Clearly links service-learning to the learning goals of the course Combines self-study and peer-study workbook formats with activities that can be incorporated in class, to give teachers maximum flexibility in structuring their service-learning courses Promotes independent and collaborative learning Equally suitable for courses of a few weeks’ or a few months’ duration Shows students how to assess progress and communicate end-results Written for students participating in service learning as a class, but also suitable for students working individually on a project. Instructor's Manual This Instructor Manual discusses the following six key areas for aligning your course with use of Learning through Serving, whether you teach a senior-level high school class, freshman studies course, or a college capstone class: 1. Course and syllabus design 2. Community-partner collaboration 3. Creating class community 4. Strategic teaching techniques 5. Developing intercultural competence 6. Impact assessment |
| customer service in education: 33 Simple Strategies for Faculty Lisa M. Nunn, 2018-10-12 Winner of the 2020 Scholarly Contributions to Teaching and Learning Award from the American Sociological Association Many students struggle with the transition from high school to university life. This is especially true of first-generation college students, who are often unfamiliar with the norms and expectations of academia. College professors usually want to help, but many feel overwhelmed by the prospect of making extra time in their already hectic schedules to meet with these struggling students. 33 Simple Strategies for Faculty is a guidebook filled with practical solutions to this problem. It gives college faculty concrete exercises and tools they can use both inside and outside of the classroom to effectively bolster the academic success and wellbeing of their students. To devise these strategies, educational sociologist Lisa M. Nunn talked with a variety of first-year college students, learning what they find baffling and frustrating about their classes, as well as what they love about their professors’ teaching. Combining student perspectives with the latest research on bridging the academic achievement gap, she shows how professors can make a difference by spending as little as fifteen minutes a week helping their students acculturate to college life. Whether you are a new faculty member or a tenured professor, you are sure to find 33 Simple Strategies for Faculty to be an invaluable resource. |
| customer service in education: The Big Book of Whole School Wellbeing Kimberley Evans, Thérèse Hoyle, Frederika Roberts, Bukky Yusuf, 2021-10-27 Your essential guide to wellbeing in education. Despite many school leaders and teaching and non-teaching staff working hard to support children’s and their own wellbeing, more needs to be done. This book provides you with the necessary tools and strategies to navigate your way through the changing educational landscape and shape the schools of the future. Written by a diverse range of experts in the field, it explores how all school staff can support their own, their colleagues’ and their students’ wellbeing, how leaders can lead well and be well, and the importance of relationships within the entire school community to promote personal, academic and professional flourishing. This book will make you think and take you out of your comfort zone. It will inspire discussions and support you - whatever your role in school is - to bring positive change to school policy and culture. Kimberley Evans is an experience teacher and founder of Nourish the Workplace. Thérèse Hoyle is an education consultant, leadership coach and trainer. Frederika Roberts is a Positive Education advocate and former teacher. Bukky Yusuf is a senior leader, science teacher and consultant. |
| customer service in education: The Effortless Experience Matthew Dixon, Nick Toman, Rick DeLisi, 2013-09-12 Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked. |
| customer service in education: Learning by Doing Richard DuFour, Rebecca DuFour, 2013-06-15 Like the first edition, the second edition of Learning by Doing: A Handbook for Professional Learning Communities at Work helps educators close the knowing-doing gap as they transform their schools into professional learning communities (PLCs). |
| customer service in education: Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation Robert Bacal, 2005-01-20 Tools for pleasing even the most demanding customers A satisfied customer is a loyal customer, and in today's supercompetitive business economy few things are as crucial to a company's bottom line as the quality of its customer service. This latest title in the popular Perfect Phrases series is just the thing for customer service employees and those who train and manage them. Perfect Phrases for Customer Service gets you quickly up and running with everything you need to keep customers happy and loyal, including: Clear explanations of the reasons for difficult customer behaviors Proven tools and techniques for successfully handling even the most cantankerous customers 101 dialogues and scripts organized according to types of difficult behaviors, usable as is or as part of a training program, and easily tailored to any industry and company culture For more information, visit www.customerservicezone.com |
| customer service in education: High-leverage Practices in Special Education Council for Exceptional Children, Collaboration for Effective Educator Development, Accountability and Reform, 2017 Special education teachers, as a significant segment of the teaching profession, came into their own with the passage of Public Law 94-142, the Education for All Handicapped Children Act, in 1975. Since then, although the number of special education teachers has grown substantially it has not kept pace with the demand for their services and expertise. The roles and practice of special education teachers have continuously evolved as the complexity of struggling learners unfolded, along with the quest for how best to serve and improve outcomes for this diverse group of students. High-Leverage Practices in Special Education defines the activities that all special educators needed to be able to use in their classrooms, from Day One. HLPs are organized around four aspects of practice collaboration, assessment, social/emotional/behavioral practices, and instruction because special education teachers enact practices in these areas in integrated and reciprocal ways. The HLP Writing Team is a collaborative effort of the Council for Exceptional Children, its Teacher Education Division, and the CEEDAR Center; its members include practitioners, scholars, researchers, teacher preparation faculty, and education advocates--Amazon.com |
| customer service in education: The Highly Engaged Classroom Robert J. Marzano, Debra J. Pickering, 2010-03-21 Student engagement happens as a result of a teacher’s careful planning and execution of specific strategies. This self-study text provides in-depth understanding of how to generate high levels of student attention and engagement. Using the suggestions in this book, every teacher can create a classroom environment where engagement is the norm, not the exception. |
| customer service in education: The Amazement Revolution Shep Hyken, 2011 What is the amazement revolution? It is the culture that can drive any organisation -- from one employee to tens of thousands -- to focus completely on delivering an amazing customer-service experience. In this sequel to the Wall Street Journal best-selling book The Cult of the Customer, Shep Hyken shares seven powerful strategies that any organisation can implement to create greater customer and employee loyalty. In a tough, competitive, and price-sensitive economy, customer service is one of the most essential tools to separate your business from the competition. These strategies work, as evidenced by the more than seventy case studies and examples that Hyken shares throughout the book. These examples provide dozens of lessons that can and should be implemented immediately. Corporate and industry clients from all over the world have tapped into the expertise of Shep Hyken. His client list is a who's who in the business world. As an author and speaker, Hyken is known for his simple and direct strategies that help his clients build successful, customer-focused organisations. |
| customer service in education: The Survival Guide for New Special Education Teachers Catherine Creighton Martin, Clara Hauth, 2015 This book offers practical guidance on such topics as roles and responsibilities, school environment and culture, classroom organization and management, collaboration with other professionals, and individual professional development. |
| customer service in education: Educational Care Melvin D. Levine, 1994 Educational Care, a resource for parents and Teacher's, provides suggestions for dealing with the specific needs of individual students. The book focuses on the link between home and school, using case studies to illustrate key points. |
| customer service in education: Achieving Excellence Through Customer Service John Tschohl, 1996 Promotes the theory that superior customer service leads to a superior business organisation |
| customer service in education: Getting Classroom Management Right Carol Miller Lieber, 2009 etting Classroom Management Right provides resources specifically designed for teachers who work with adolescents and want to create learning environments that foster fairness, mutual respect, student accountability, and self-discipline. It offers research-based tools, skills, and guiding principles that enable secondary teachers to organize and manage their classrooms for optimal learning; prevent most disruptive behaviors; diagnose and respond to problematic behaviors efficiently; and provide the right kinds of accountable consequences and supportive interventions that will help reluctant and resistant students to turn around their behavior.ESR's five step approach to classroom management, Guided Discipline and Personalized Support, presents case studies and sample responses to six familiar problem types; teacher qualities and skill sets associated with effective classroom management; routines, procedures, and group learning protocols that build a high functioning classroom community; essential practices, strategies, and scripts that invite student engagement, cooperation, and self-correction; individual and group strategies for supporting positive behavior; and specific intervention protocols for chronic unwanted behaviors. |
| customer service in education: Transforming School Culture Anthony Muhammad, 2009-11-01 Busy administrators will appreciate this quick read packed with immediate, accessible strategies. This book provides the framework for understanding dynamic relationships within a school culture and ensuring a positive environment that supports the changes necessary to improve learning for all students. The author explores many aspects of human behavior, social conditions, and history to reveal best practices for building healthy school cultures. |
| customer service in education: Yes We Can! Heather Friziellie, Julie A. Schmidt, Jeanne Spiller, 2016 As states adopt more rigorous academic standards, schools must define how special education fits into standards-aligned curricula, instruction, and assessment. Utilizing PLC practices, general and special educators must develop collaborative partnerships in order to close the achievement gap and maximize learning for all. The authors encourage all educators to take collective responsibility in improving outcomes for students with special needs. |
| customer service in education: Customer Experience 3.0 John A. Goodman, 2014-08-12 Customer Experience 3.0 provides firsthand guidance on what works, what doesn't--and the revenue and word-of-mouth payoff of getting it right. Between smartphones, social media, mobile connectivity, and a plethora of other technological innovations changing the way we do almost everything these days, your customers are expecting you to be taking advantage of it all to enhance their customer service experience far beyond the meeting-the-minimum experiences of days past. Unfortunately, many companies are failing to take advantage of and properly manage these service-enhancing tools that now exist, and in return they deliver a series of frustrating, disjointed transactions that end up driving people away and into the pockets of businesses getting it right. Having managed more than 1,000 separate customer service studies, author John A. Goodman has created an innovative customer-experience framework and step-by-step roadmap that shows you how to: Design and deliver flawless services and products while setting honest customer expectations Create and implement an effective customer access strategy Capture and leverage the voice of the customer to set priorities and improve products, services and marketing Use CRM systems, cutting-edge metrics, and other tools to deliver customer satisfaction Companies who get customer service right can regularly provide seamless experiences, seeming to know what customers want even before they know it themselves…while others end up staying generic, take stabs in the dark to try and fix the problem, and end up dropping the ball. Customer Experience 3.0 reveals how to delight customers using all the technological tools at their disposal. |
| customer service in education: Corporate Education Training Program for Customer Service , 1997 |
| customer service in education: Professional Learning Communities at Work Richard DuFour, Robert E. Eaker, 1998 Provides specific information on how to transform schools into results-oriented professional learning communities, describing the best practices that have been used by schools nationwide. |
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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 …
Consumer与customer有区别吗…
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， …
Windows 10 business 和 consumer 中的 …
Mar 14, 2020 · Windows10 有business editions 和 consumer editions 版。其 …
想问一下大家web of science文献检索点 …
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、 …
