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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 enrolment 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.
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.
Feeling overwhelmed, overweight and unhappy? If you are notorious
for accommodating others before addressing your own needs, it's
time for a revolution Revolution of YOU challenges you to rebel
against your current, limiting paradigm and claim a passionate,
fulfilling life. This book will inspire any reader to discover what
they are truly capable of while giving them the courage to achieve
it.
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