The delivery of student services is essential to the enrollment and retention of students.  Those professionals working in the area of student services need to be current on what services students are seeking and how they can best be delivered. This group is for student services professionals who aspire to discuss and master the competencies necessary for exemplary performance and top customer service in a dynamic, rapidly changing higher education landscape.  Group members share best practices, ideas, thoughts, reflections, and resources to help colleagues across the globe improve performance. 

 


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Understanding Attrition | Origin: RT101 | New comment by Cynthia Quinones

This course is helping to remind and identify cues students are showing and how by paying attention to our students we can help them to cope with stress as a team. Thus, showing the student we care...

Students' Expectations | Origin: RT102 | New comment by Breanna Longtin

I found out how important it is to have a "peer mentor" type of program set up. I think a lot of students come in worried and seeing students who have been here for awhile be comfortable would be...

Students' Expectations | Origin: RT102 | New comment by Marina Lebedeva

I found out how it is important to be connected with students specially of a first year of education. Personal staff's involvement and good relations are the best platforms for student's success and...

Additional Customer Service Insights | Origin: RT105 | New comment by Janelle Martinez

Looking at the mystery shopper outcomes it was interesting to learn areas of improvement. I think one of the big take away is making sure when assisting our students they have our full attention, no...

Preparing for Customer Service Success | Origin: RT105 | New comment by Janelle Martinez

When customers have a bad experience they tell about 20 people when they have a good experience they tell about 10. We have an opportunity with every interaction to provide first class customer...

Creating Value for Your Customer | Origin: RT105 | New comment by Janelle Martinez

Our students are our customers and without them our university would not exist. treating our students with first class customer service is the expectation 

Creating the Customer-Centered Organization | Origin: RT105 | New comment by Janelle Martinez

I thought the concept of companies wanting to be human was interesting. Small enough to offer great customer service but have the distribution of Walmsrt. With the power of social media customers...

Building Your Retention Program | Origin: RT101 | New comment by Janelle Martinez

Its important to keep students eye on the prize, I liked the idea of sending career information to keep students pushing toward their goal   

The Dynamics of Intervention | Origin: RT101 | New comment by Janelle Martinez

 I learned when working through an issue with a student, the process should go through 8 distinct stages. Pre-work, Greeting, Connecting, Discussing and Listening, Refelcting and creating...

Understanding Attrition | Origin: RT101 | New comment by Janelle Martinez

Ita improtant to learn about the General Adaptation Syndrome, and how that can show up in our students, and where we can intervene to help guide them in the best way possible.