Description
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.
Book Information
ISBN 9781620360057
Author Mario C. Martinez
Format Paperback
Page Count 126
Imprint Stylus Publishing
Publisher Stylus Publishing
Weight(grams) 278g