Thanks Amy, for your observations,
Of all the potential consequences from not addressing student complaints and concerns in a timely fashion, perhaps the one with the most long-term effect is the break of trust with students and their resulting hesitation about the institution, the sector and their own educational and career goals. When that happens, and when students don't continue their training, we undermine our own existence as a value-added educational choice.
Jay Hollowell
Thanks Holly,
True, and when a student feels unimportant, and trust waivers, it is so difficult to regain...
Jay Hollowell
It is important to address student complaints in a timely fashion because it shows that the institution values the students. If a student brings up a concern and it takes several weeks before they hear back then the student will become more upset and may take more drastic measures to make sure their voice is heard.
Hi Brenda, thanks for your on-the-mark comments,
I have had the opportunity to read many posts about the importance of a timely response to student's concerns and complaints. I was wondering if there might be any comments or suggestions among course participants regarding the best approach with a student when you cannot honor a request or directly resolve an issue?
Jay Hollowell
If you don't respond in a timely fashion, the student may think that you don't value their education or the quality of the service you are providing.
It shows them that you truly care about them, they are not just more $$. If you ignore them, the problem will still be there.
It is very important to address student concerns immediately! Student complaints are serious, and must be taken care of before issues have escalated.
The way I see it, the experience should be student oriented. If the students aren't happy, they won't get the best possible experience getting their degree, or even worse withdraw from the program entirely. If student problems are ignored, then you aren't following your goals as a whole, and will (eventually) run the business into the ground. It is my goal to set an example for students, and the thing I want most is to see the students that attend our program succeed, with a smile on their face.
It is important to address student complaints in a timely manner because it shows the students we are invested in them and care. Many students have questions and being available to answer these questions can help ease any worry. Ignoring students can cause undue stress to the student as well as feelings of the college not caring. Students start to not trust the people that don't respond to them or go elsewhere to get answers, but they will complain about not being answered.
If a student is not happy with a particular thing or situation, you do not want to feed into that anger by making him/her wait for a response any longer than necessary. That student may begin to think you have something to hide which defeats the entire transparency objective.
This student may voice his/her complaints to other students, creating an entire culture of student mistrust of the organization. If you need to take some time to respond to a student's complaint, give the student a definitive date/time in which you will respond to the complaint. This may alleviate some of the tension that the student is feeling and it gives you the opportunity to research the complaint.
It is very important to address student complaints and concerns in a timely fashion because if they are not addressed it is a reflection on the school. The potential outcomes can leave a negative imagine on the school as well as the student may feel unsupported.
I feel it is most important to address student complaints and concerns in a timely fashion for the reason that, when students have issues that need addressing and you or your department is willing to take the time to address any issues it shows the student that you care about them and is interested in their education at your college. In addition this will build trust with student even if the outcome is not what the students wanted.
The student will feel that someone took the time to research and find out what the policy, procedures about the matter. What options the need will have as well.
If we ignore student complaints we may be failing to address an area or issue that actually needs to be improved or reconsidered. If one student complains about something others probably have the same complaint. Examining and discussing these complaints with the student in a timely manner revalidates our commitment to them and fosters good relationships with all concerned.
It is important to address student concerns immediately because the longer you put off answering the question the more it seems you are not being transparent about something.
This is important for several reasons. First, we owe it to each of our students to model professional behavior. After all, this is what we expect of them when they leave us to enter the workforce. It is unprofessional and disrespectful to students not to respond to their complaints and concerns immediately after we have the facts which allow us to do so fairly and effectively. Second,to wait may cause the situation to fester and become unnecessarily inflated or it may cause a student to become frustrated and take his/her concern to a higher level. Third, giving students' concerns our immediate attention demonstrates our clear concern for our students and their wellbeing. We can't tell them we care and then ignore their problems. Finally, giving students great customer services sets us apart from our competitors and is one of our best selling points.
There are a variety of reasons why this is important to do. Of course, in order to maintain a successful business, you need to make sure that your customer is happy and his/her needs are met. If you don't do this, then you may lose that customer and that customer may disparage your school's name to others. More than all of this, though, employees who take pride in their work and their product will not just need to but will want to resolve customer complaints in a timely fashion.
By addressing it right away we can resolve conflicts and confusions. We can also act towards the best interest of our students. If we do not take action promptly, it may create more concerns and problem like media exposure, qui tam law suit or eventually closure of institution.
It is most critical to address student complaints and concerns in a timely fashion. This demonstrates to the student that their thoughts and issues are of value and will be tended to for immediate resolution. If their concerns are not addressed in appropriate time frame, then the school runs the risk of withdrawal and a poor reputation.
It is important to respond to student issues in a timely fashion. We are in a place of education and for many students they need help navigating the educational process. They come to use for help and guidance during this time and will need help along the way. Our job is to ensure that this process is smooth and beneficial. Most complaints and conererns are due to a lack of understanding and are easily addressed.
Failure to address concerns can lead to many issues. One issue can be the student not returning to the institution. If issues are not addressed the student will feel that the institution does not care about them, and they will go elsewhere for their education.
I agree. If you do not address their concerns in a timely fashion, they will think you are not interested in their success
