Creating a Service Culture in Higher Education Administration (Hardcover, New)

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 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 centralised functions such as student affairs and enrollment management, to those working as advisors or in career centres, whether in community colleges, four-year institutions, or for-profit institutions. Each chapter applies customer service principles to examples and 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 maximise the customer experience. Additional chapters address customer expectations, creating a service culture on your campus, and managerial influences on staff service delivery.

General

Imprint:	Stylus Publishing Llc
Country of origin:	United States
Release date:	June 2013
First published:	June 2013
Authors:	Mario C. Martinez • Brandy Smith • Katie Humphreys
Dimensions:	257 x 178 x 15mm (L x W x T)
Format:	Hardcover - Cloth over boards
Pages:	126
Edition:	New
ISBN-13:	978-1-62036-004-0
Categories:	Books > Social sciences > Education > Organization & management of education > General Books > Social sciences > Education > Higher & further education > General Promotions
LSN:	1-62036-004-7
Barcode:	9781620360040

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