1st Edition
Creating a Service Culture in Higher Education Administration
Service delivery is part and parcel of every higher education professional’s job, both to improve service to students and to each other as “internal customers”. Until now higher education professionals 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.
Preface Getting to the How of Service Delivery Overview of This Book 1 DEFINING SERVICE EXCELLENCE Do Customer Service Concepts Apply to Higher Education? Starting the Service Excellence Journey Step 1. Identify Excellent Service Experiences Step 2. Define Excellent Service Delivery Step 3. Be Conscious of Bad Service Delivery Step 4. Your Department’s Service Delivery Step 5. Your Service Delivery Defining Service Excellence Summary 1 Takeaways 2 EXTERNAL CUSTOMER SERVICE The Three External Customer Profile Questions Step 1. Who Are They? Step 2. What Do They Want? Step 3. How Have They Changed? External Customer Service Summary 2 Takeaways 3 INTERNAL CUSTOMER SERVICE The Critical Role of Internal Customer Service The Three Internal Customer Service Profile Questions Step 1. Who Are They? Step 2. What Do They Want? Step 3. How Have They Changed? The Internal-External Customer Service Connection Internal Customer Service Summary 3 Takeaways 4 CYCLE OF SERVICE THINKING Cycle of Service. A Brief History Moments of Truth Applying the Cycle of Service to Higher Education Setting a Service Standard Teamwork and Communication Cycles of Internal and External Customer Service Cycle of Service Thinking Summary 4 Takeaways 5 CUSTOMER EXPECTATIONS The Four Customer Types The Loyal Customer The Status Quo Customer The Intrigued Customer The Disgruntled Customer Identifying Your Customers by Type Customer Expectations Summary 5 Takeaways 6 CREATING A CULTURE OF SERVICE The Effects of Formal Structures on Service Physical Layout and Distance Work Processes and Service Delivery Work Process Design and Customer Service Creative Work Process Design Work Process Assessment Values and Beliefs Additional Pieces of the Service Culture Puzzle Language and Dress Routines, Customs, and Activities Organizational Climate Creating a Culture of Service Summary 6 Takeaways 7 MANAGERIAL INFLUENCE ON SERVICE DELIVERY Management Style and Customer Service Two Management Styles The Task-Centered Manager The People-Centered Manager Management Expectations and Service Delivery Star Employee Worker Bee Employee Problem Employee Misplaced Employee Assessing Your Performance and Potential Managerial Influence Summary 7 Takeaways 8 ACHIEVING SERVICE EXCELLENCE Service Excellence = Commitment + Attitude + Action Commitment Service Attitude Service Action Index
Biography
Mario C. Martinez is Vice Chancellor of Strategy and Innovation for the National University System. He has written several books in the area of higher education innovation, strategy and policy. He is a founding partner of SoftSkillsPros.com, a training and resource company serving higher education institutions and the many professionals who work within them. Brandy Smith is a postdoctoral fellow at the Association for the Study of Higher Education at the University of Nevada, Las Vegas. She has management and consulting experience in organizational development, operations, and strategy. She is a founding partners of SoftSkillsPros.com, a training and resource company serving higher education institutions and the many professionals who work within them. Katie Humphreys is completing a doctorate in Higher Education Leadership and has managed staff and programs at four universities. She currently oversees operations and student services in the Registrar's Office at the University of Nevada Las Vegas. She is a founding partner of SoftSkillsPros.com, a training and resource company serving higher education institutions and the many professionals who work within them.
"Customer service in Higher Ed is particularly complex. However, this book simplifies it and provides specific direction. Learn how to stop the incoming calls to the president and provide excellent Higher Ed-centric customer service. The answers are here."
Luke D. Schultheis, Vice Provost for Strategic Enrollment Management
Virginia Commonwealth University
"This is a blueprint for excellence in Higher Education. The authors link theory to practice by providing clear examples of how to improve service at your institution. The book paves the way for cross-departmental teams to produce better student-centered outcomes!"
Jeffrey P. Levine, M.Ed., Director of Admissions
Manor College, Jenkintown, PA
"High quality customer service is today's key to persistence and retention--for every institution. Students are increasingly expecting a quality service. If you are serious about persistence, retention, and graduation, employing the principles in this book will help you achieve these goals."
Dr. Neil Woolf, Director of Enrollment Services
Nevada State College
