The use of mystery shoppers is not only to outline areas of improvement, but also allows space to commend practices that are going well.

It takes a campus to graduate a student

We should seek to make the customer experience the best we can from start to finish with internal and external customers

I learned that integrated career services play an important role in student retention by helping students connect their education to their career goals. I plan to apply this by reminding students how the skills they are learning relate to real- world employment, encouraging them to use career services, and keeping them focused on completing their training and preparing for their careers.

I learned that student involvement plays an important role in retention. Students are more likely to stay engaged and succeed when they feel connected academically and socially. I plan to apply this by creating an inclusive classroom environment, encouraging participation, building positive relationships with students, and providing support when students, and providing support when students begin to struggle. 

I learned that effective orientation and mentoring can have a major impact on student retention. Students are more likely to stay engaged and succeed when they understand expectations, feel supported, and know where to go for help. I plan to apply this by building relationships with my students, providing clear guidance, checking on their progress, and making sure they know they have support throughout their training.

I learned that student retention begins before students ever enter the classroom. providing prospective students with clear and realistic information about the program, expectations, training, and career opportunities helps them make informed decisions. I plan to apply this by reinforcing those expectations in the classroom, connecting the training to real-world career goals, and helping students understand how what they are learning contributes to their future success. 

Customer service standards will always change and it is important to anticipate changes and "act the part" each day to ensure satisfaction.

Building a student-centered culture and offering clear support services are essential for retention. Ensuring staff and faculty are properly trained helps keep students connected and engaged.

Active listening and building trust are key to helping students work through challenges and stay on track with their goals.