Creating a Service Culture in Higher Education Administration

Paper: 978 1 62036 005 7 / $24.95
 
Published: June 2013  

Cloth: 978 1 62036 004 0 / $95.00
 
Published: June 2013  

Lib E-Book: 978 1 62036 006 4 / $95.00  
About Library E-Book

Published: October 2013  

E-Book: 978 1 62036 007 1 / $19.99
 
Published: October 2013  

Publisher: Stylus Publishing
126 pp., 7" x 10"
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.

Table of Contents:
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
Chapter 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
Chapter 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
Chapter 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
Chapter 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
Chapter 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
Chapter 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
Chapter 7 Takeaways

8 ACHIEVING SERVICE EXCELLENCE
Service Excellence = Commitment + Attitude + Action
Commitment
Service Attitude
Service Action

Index



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Reviews & Endorsements:
"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