Dayana Cordova

When advertising and marketing our programs to prospective students, it is essential that we strictly adhere to the regulations set forth by each state where we operate and support students. The information we provide must be clear, accurate, and truthful to ensure that we do not mislead students or unfairly earn their trust and enrollment. Like any profession, we have specific requirements and performance metrics to meet in order to succeed and maintain our positions. While these expectations can create pressure to perform, it is crucial that we uphold the highest standards of ethics and integrity in all our communications… >>>

Throughout this module, I have come to understand the critical importance of institutions offering students information that is both accurate and relevant. It is essential that we avoid making promises or providing any misleading statements about students’ future career opportunities. Instead, our role should be to motivate and support students in successfully completing their programs and considering opportunities for further education. Equally important is ensuring that students fully comprehend all aspects of the paperwork they are required to complete, as well as the seriousness of the commitments they are making. By delivering clear, comprehensive, and truthful information, we empower students… >>>

I've developed a strong understanding of the importance of legal compliance, particularly in areas that involve communication within postsecondary education—such as outreach to students, prospective students, and alumni. Through this, I’ve gained valuable insight into the differences between commercial, transactional, and informational content, which plays a critical role in maintaining compliance with Do Not Call (DNC) regulations and promoting ethical, responsible communication.

As I move forward, I’m committed to applying this knowledge by ensuring that all communications I create or manage—whether related to admissions, marketing, or student engagement—are fully compliant with relevant laws and institutional policies. I’ll pay close attention… >>>

In this module, I learned that delivering excellent customer service is essential to student satisfaction, retention, and the overall success of an educational institution. The course emphasized that everyone in the organization—not just front-line staff—plays a role in creating a positive experience for students and employers. I also learned about the Service Profit Chain, which shows how employee satisfaction leads to better service and stronger customer loyalty. The module highlighted the importance of listening to feedback, recovering from service issues effectively, and continuously improving. Most importantly, I now understand that a strong customer focus requires ongoing effort, the right attitude,… >>>

Exceptional customer service is a collective effort that involves everyone in the organization, not just those who directly interact with customers. I learned that building and sustaining a positive, student-centered culture depends on how well every team member listens, responds, and takes responsibility for their role in the customer experience.

One important lesson was the necessity of being consistent in follow-up, communication, and how complaints are handled. Every single interaction contributes to the overall perception of the institution, so it’s crucial to ensure those experiences are positive and meaningful. I also appreciated the idea of seeing complaints not as setbacks… >>>

One major insight I gained is how vital it is to have a strong understanding of your institution’s policies and procedures. Being knowledgeable allows you to respond quickly and accurately to questions, and helps prevent confusion or miscommunication. It's just as important to stay composed and supportive when things get stressful, as your attitude can significantly influence the customer’s experience.

I also came to appreciate just how powerful active listening can be. Giving someone your full attention, acknowledging their concerns, and responding thoughtfully makes them feel truly heard and respected. This not only helps resolve issues more effectively but also… >>>

Creating real value for customers means going far beyond simply delivering a product or completing a transaction. It’s about truly understanding what matters to them, anticipating their needs, resolving issues effectively, and making them feel genuinely heard and appreciated. Every interaction—whether it’s a quick question or a major concern—is an opportunity to show care, professionalism, and commitment.

To bring this into practice, I’ll make it a priority to listen closely and understand each customer’s unique situation. I’ll tailor my communication and support to fit their needs, aiming to not just meet expectations but exceed them. By being attentive, proactive, and… >>>

This module has helped me understand that a truly customer-centric organization consistently prioritizes the customer’s needs, expectations, and experiences in every aspect of its operations. It’s not just about providing support—it’s about embedding empathy, active listening, and responsiveness into the culture across all departments. A key lesson is that aligning organizational values with employee behavior is essential for delivering consistent and personalized experiences. This involves strong communication, shared responsibility, and a focus on continuous improvement. I plan to apply these insights by being more deliberate in how I connect with clients, colleagues, and students—listening with intent, encouraging feedback, and helping create an… >>>