Loren Kroh

Discussion Comment

What's the purpose of the evaluation? Who gets it and what do they do with it? How long is the period that you have the students?

Loren Kroh

Discussion Comment

School Commitment

Valeri, are there any specific customer service practices that make your school exemplary?

Loren Kroh

Discussion Comment

School Commitment

To me, commitment is something that you can measure and use to make improvements. How can you measure the impact of everyone in the staff talking with the students? Can you demonstrate that this is an effective retention tool?

Loren Kroh

Discussion Comment

Expectations and Satisfaction

What are the qualifications of the Student Services Director? Does your institution have a recommended limit to the number of students that person can handle?

Loren Kroh

Discussion Comment

Expectations and Satisfaction

Any specific techniques to offer, Brian? Are the procedures the same in every department and for every student? If so, why? If not, why not?

Loren Kroh

Discussion Comment

Expectations and Satisfaction

Who are the people involved in this process? Do they share the information with other members of the organization who interact with the student? If not, why not?

Loren Kroh

Discussion Comment

Expectations and Satisfaction

Does a student ever really tell you anything when you casually ask them how they're doing? Some gestures are simply assumed to be perfunctory. When the clerk at a convenience store asks how I'm doing, I don't answer her seriously. Why would I think someone at the school is any more interested in my well being?

Loren Kroh

Discussion Comment

Expectations and Satisfaction

What happens when a student falls below the SAP standard? Who is responsible for initiating action? How well do faculty members understand the concept of SAP and the consequences?

Loren Kroh

Discussion Comment

Intervention Strategies

Who calls and what are the results? Is it an effective use of staff/faculty time?

Loren Kroh

Discussion Comment

Intervention Strategies

When you report a student through the blinker system, are you still responsible for calling the student or is that duty transferred? How are the results of the calls recorded and who can see them?