Heather,
You bring up the point that it can all come down to communication. Understanding informaation and sometimes the "why" behind things helps everyone involved.
Traci Lee
student satisfaction surveys
I think it's important to listen to our students complaint's. However, I think it is more important that we are directing them to the appropriate department. Hopefully, we are teaching our future graduates how to utilize the complaint policy if your school has one in place. As Admission Representatives many times we try and wear too many hats and end up being a crutch for our students. It is a great learning tool for our students to learn how to utilize the proper chain of command.
YTI Compliance Reporting Hotline (anonymous) - also any issue or complaint brought to the attention of an instructor or program director needs to be logged so that it can be acted upon. Additionally we routinely have surveys which allow students to voice concerns, request changes or otherwise indicate both satisfaction or dissatisfaction.
William,
Agreed - part of good service is getting people to the "experts" to address any issue at hand.
Traci Lee
Follow chain of command: first meet with instructor, if not resolved then Program Director, if not resoved then Academic Dean, if not resolved then Campus President by written grievance.
If a student has a complaint, we actively listen to that complaint and try to resolve it with all parties involved.
Traci,
At our institution we have a detailed and step-by-step explanation designed to assist students in handling their complaints that show them how they are valued as a student and can come to us for anything. It includes how they can initially attempt to resolve the concern on their own and guides them through more help should this not take care of the issue. And I do agree that having a state process will ensure that all facilities are handling these types of situations properly.
We also participate in student satisfaction surveys. If there is anything negative on the surveys, it must be followed up by a program director within 5 days to ensure continued student satisfaction.
Kari,
Definitely important to follow up on such feedback, otherwise, the intent to get such feedback creates negative vs. positive response.
Traci Lee
We have quarterly student satisfaction surveys, then discuss issues with the students to ensure it is beign resolved.
