This module reinforced to me the importance of setting clear, realistic expectations for the student and of backing those up with consistent and relevant support.  Making students feel connected and making sure they have an understanding of how to access resources is an important part of this; i plan to implement it by being intentional with early outreach, addressing issues before they become insurmountable problems.

orientation is vital in setting the tone for expectations throughout the term and future career opportunities

Orientation is a good icebreaker students need to form trust with the staff and the school's system.

We must encourage students to give us feedback so we can raise the bar and the quality of retention. When the students succeed we succeed.

Learned that student issues should progress through 8 stages.  It's a bit formulaic (genuine trust, which is critical to all this, comes only from more organic interactions), and real life doesn't work like a series of scholarly articles, but it's a good starting point.  I intend to continue to focus on making sure that our resources are well-known and frequently engaged by students.

I probably already knew this, but I learned that student attrition is linked to stress and that the timing and intensity of stressors influences a student’s decision to withdraw. The General Adaptation Syndrome (GAS) model illustrates how coping resources initially dip and can either rebound or deplete, influencing the student's decision to leave I intend to apply this knowledge by monitoring students for early signs of stress, intervening before their coping resources are exhausted, and connecting them to any support services that might help them persist.

One key takeaway from this module is that retention is not the responsibility of a single department or role; it is a shared, institutional responsibility that must be embedded in campus culture. Also, attrition is often preventable and driven by factors like isolation or dissonance rather than unavoidable life events.

I intend to apply this by being more proactive in noticing early indicators of risk and helping create an environment where students feel supported before issues escalate into crises.

It is best practice to take the time to understand each customer and their needs. Responding promptly and respectfully while maintaining a professional tone, and going the extra mile to assist with any issues.

Customer service is essential as it not only builds trust, reputation, and loyalty but also encourages customers to return and recommend the business to others. Great customer service can be the difference between the decision to purchase a product or not.

Staff meetings are beneficial to ensuring that excellent customer service is being provided in all areas that are applicable. They can be used to also make sure that everyone is on the same page and caught up with anything regarding customers.