Ending class early can potentially cause the institution to lose credibility.

Building credibility can be done in different ways so that the students feel comfortable and less anxious about the first day of school. You want them to leave orientation feeling excited and like they are part of a community.

An intelligent heart is not just about having the knowledge and skills, but wanting to help people be successful.

The students are also customers and each department in the institution plays a role in providing them with excellent customer service and helping them thrive.

We should model the behaviors we expect to see in our students, mentor, and monitor by checking up on them periodically. This has been shown to increase retention.

This module really highlighted how much a student perception shapes their overall experience. If policies or services feel inconvenient or unsupported, students may assume the institution doesn't care, even if that's not the reality. I also learned that "cost" includes more than tuition; it's time, energy, and missed opportunities. Moving forward, I plan to apply this by staying engaged, building connections, and viewing experiences through the student perspective to ensure the value outweighs the cost.

Meetings should be small groups

Training in customer service is an ongoing process and standards should be in place to help guide everyone.

There is a whole experience related to customer service that is multifaceted, visual, audio and personal.

People are much more likely to share a negative experience they have with a company, making it easier to obtain a bad reputation than a good one.