Stylus Publishing (VA) Creating a Service Culture in Higher Education Administration

About the Author Mario C. Martinez is Professor of Higher Education at The University of Nevada, Las Vegas. 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 organisational development, operations, and strategy. Katie Humphreys is completing a doctorate in Higher Education Leadership and has managed staff and programmes at four universities. All three are founding partners of SoftSkillsPros.com, a training and resource company serving higher education institutions and the many professionals who work within them. Product Description 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. Review 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 (4/1/2013 12:00:00 AM)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 (4/1/2013 12:00:00 AM)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 (4/1/2013 12:00:00 AM)