Addressing student complaints in a timely fashion is not only considered basic customer service, but it can also prevent a minor issue from escalating into a larger problem. Listening to, and dealing with, student complaints lets the student population know that you are listening to them and that their input into the program and campus are valuable to the campus administration.
It is important to address student complaints and concerns in a timely fashion because we want our students to know we care and are concerned if they feel there is a problem. Getting to the problem quickly can potentially stop the problem from becoming bigger.
I feel that all of my students concerns and complaints are important to deal with immediately, this stop rumors and having a hostile atmosphere. If concerns are not dealt with immediately , students tend to focus on their problem instead of what the lesson is about.
They may look back on the experience that they had as something positive since it was handled immediately . It is better to deal with the problem sooner than have them sit and brew about it , in the mean time slamming a school, program,instructor or department. I do agree with this person.
It's important for many reasons to address student complaints and concerns in a timely fashion. 1)student satisfacton 2) to quickly gather information and provide accurate information and/or response to eliminate any potential for inaccuarate information to be spread to rest of student body of which may create additional student dissatisfaction 3) builds student trust in institution, staff, and faculty.
The negative impacts could be on student enrollment, student retention, placement, default rates, and all other outcomes that the institution is evaluated on annually.
I believe it is important to address the students complaints as they are appear to you. We want them to get the best education they can from us and if they are unhappy or concerned about something that will detract from their learning. If we ignore one students concerns it could turn into many of the students concerns. When one person is unhappy they tend to try to make others unhappy too.
When answering a students concerns in a timely fashion it makes a statement to the student that their concerns are important to us. It also keeps the trust that may have been built in the enrollment process, making the student feel at ease that the transparency and trust that was built was not only to gain their enrollment.
student will become frustrated and disgruntled. May withdraw from school. May spread word of their disatisfaction to friends and family thus causing reputation issues and may call news stations.
melody,
Agreed-Addressing students concerns and complaints quickly shows that you respect them as an individual. Even if you do not agree on a resolution they feel validated.
Cindy Bryant
Teresa,
When customers aren’t happy with a brand or product, you can bet your money that they will tell someone about it. Thanks to the social media boom, consumers now have an easily-accessible and seamless way to let the company know about their gripes.
You have the right attitude about resolving complaints. Students/Customers these days are using social media as customer service channels. Problem is, schools can't always be there, listening. You would assume that schools would be able to leverage social media to help improve their school’s PR, but some Social Media Surveys revealed the shocking results that 70 percent of consumers’ complaints fall on deaf ears. If students truly understood that their complaints cannot be heard on Facebook they would be more forthcoming to seek resolution.
Cindy Bryant
Students sometimes hear information that is incorrect. If their concerns are addressed in a timely manner further misconceptions can be avoided.
Elizabeth,
Thank you for joining the forum! You raise a good point, many times information is skewed by the time it gets to a particular student. This could be the student who raises a concern or files a complaint. The sooner you can correct the information the better.
Cindy Bryant
It is imprtant to address student complaints and concerns in a timely fashion because we create a trusted relationship with the student. When they bring concerns to us they are trusting us that we will bring them the answers to their concerns as soon as possible. The outcomes could be something as simple as the student not starting school, withdrawing from the program, or takng a complaint to the campus director.
It is extremely important to address complaints and concerns in a timely manner for several reasons, the main one being to earn trust. If you are up front, fair and consistent with the students, you will earn their trust. If not, they could contact your accreditor or news media, plus they wouldn't refer anyone to your university. We have an open door policy to our Administration Offices.
It is important to address student complaints in a timely fashion because you want your students to know their feedback is important. We should always strive to improve communication with our students as we will always learn from them. Students are our best means of advertisement. If you have happy customers, business will usually be good.
It's very important to address student complaints an concerns as soon as possible to ensure to the student that the college cares about them and that they get the best education possible. Ignoring students concerns indicates to them we are not interested in them or their education and may lead to distrust of the campus and its employees which ultimately could result in law suits/bad reputation in the community and low enrollment.
Vivian,
Addressing complaints quickly helps to minimize the damage that can be done by unhappy students. Bad news spreads like a wildfire and is just as difficult to control.
Cindy Bryant
Pam,
Hi. You bring up a very good point about students tying complaints to their education. If students are focusing on their issues they are not focused on their education. This seriously hinders their ability to learn.
Cindy Bryant
Our students are the Number 1 asset of our institution. We need to value their opinions in order to improve. Acting timely to their complains lets the student understand that they are important and we value their feedback.
It is important to address student concerns and complaints quickly so that the student feels that they are being taken seriously. Students that feel they are being ignored may go to public media to be heard, which can have a negative impact on a school.
