BOOKS FOR TEACHERS, ADMINISTRATORS, AND POLICYMAKERS IN HIGHER EDUCATION

Creating a Service Culture in Higher Education Administration

Paperback
June 2013
9781620360057
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  • Publisher
    Stylus Publishing
  • Published
    3rd June 2013
  • ISBN 9781620360057
  • Language English
  • Pages 126 pp.
  • Size 7" x 10"
$24.95
Hardback
June 2013
9781620360040
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  • Publisher
    Stylus Publishing
  • Published
    18th June 2013
  • ISBN 9781620360040
  • Language English
  • Pages 126 pp.
  • Size 7" x 10"
$125.00
Lib E-Book

Library E-Books

We have signed up with three aggregators who resell networkable e-book editions of our titles to academic libraries. These aggregators offer a variety of plans to libraries, such as simultaneous access by multiple library patrons, and access to portions of titles at a fraction of list price under what is commonly referred to as a “patron-driven demand” model.

These editions, priced at par with simultaneous hardcover editions of our titles, are not available direct from Stylus, but only from the following aggregators:

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as well as through the following wholesalers: The Yankee Book Peddler subsidiary of Baker & Taylor, Inc.

October 2013
9781620360064
More details
  • Publisher
    Stylus Publishing
  • Published
    1st October 2013
  • ISBN 9781620360064
  • Language English
  • Pages 126 pp.
  • Size 7" x 10"
$125.00
E-Book (ePub)
October 2013
9781620360071
More details
  • Publisher
    Stylus Publishing
  • Published
    1st October 2013
  • ISBN 9781620360071
  • Language English
  • Pages 126 pp.
  • Size 7" x 10"
$24.95

Service delivery is part and parcel of every higher education professional’s job, both to improve service to students and to each other as “internal customers”. Until now higher education professionals have had to rely, for their professional development, on books and training designed for the business sector. This book is the first to specifically address the needs of higher education professionals across a wide range of administrative functions within college and university environments.

It is designed for administrative staff and management, ranging from professionals working in centralized functions such as student affairs and enrollment management to those working as advisors or in career centers, whether in community colleges, four-year institutions, or for-profit institutions.

Each chapter applies customer service principles to scenarios that are relevant to higher education. The book begins by engaging the reader to define service and identify the external and internal customers who are recipients of that service. It then maps customer interactions into a series of steps and offers departments and individuals a tool to maximize the customer experience. Additional chapters address customer expectations, creating a service culture on your campus, and managerial influences on staff service delivery. Creating a Service Culture in Higher Education Administration is a complementary book to the online customer service and management training resources at softskillspros.com.

"Customer service in Higher Ed is particularly complex. However, this book simplifies it and provides specific direction. Learn how to stop the incoming calls to the president and provide excellent Higher Ed-centric customer service. The answers are here."

Luke D. Schultheis, Vice Provost for Strategic Enrollment Management - , Virginia Commonwealth University

"This is a blueprint for excellence in Higher Education. The authors link theory to practice by providing clear examples of how to improve service at your institution. The book paves the way for cross-departmental teams to produce better student-centered outcomes!"

Jeffrey P. Levine, M.Ed., Director of Admissions - , Manor College, Jenkintown, PA

"High quality customer service is today's key to persistence and retention--for every institution. Students are increasingly expecting a quality service. If you are serious about persistence, retention, and graduation, employing the principles in this book will help you achieve these goals."

Dr. Neil Woolf, Director of Enrollment Services - , Nevada State College

Preface
Getting to the How of Service Delivery
Overview of This Book

1 DEFINING SERVICE EXCELLENCE
Do Customer Service Concepts Apply to Higher Education?
Starting the Service Excellence Journey
Step 1: Identify Excellent Service Experiences
Step 2: Define Excellent Service Delivery
Step 3: Be Conscious of Bad Service Delivery
Step 4: Your Department’s Service Delivery
Step 5: Your Service Delivery
Defining Service Excellence Summary
Chapter 1 Takeaways

2 EXTERNAL CUSTOMER SERVICE
The Three External Customer Profile Questions
Step 1: Who Are They?
Step 2: What Do They Want?
Step 3: How Have They Changed?
External Customer Service Summary
Chapter 2 Takeaways

3 INTERNAL CUSTOMER SERVICE
The Critical Role of Internal Customer Service
The Three Internal Customer Service Profile Questions
Step 1: Who Are They?
Step 2: What Do They Want?
Step 3: How Have They Changed?
The Internal-External Customer Service Connection
Internal Customer Service Summary
Chapter 3 Takeaways

4 CYCLE OF SERVICE THINKING
Cycle of Service: A Brief History
Moments of Truth
Applying the Cycle of Service to Higher Education
Setting a Service Standard
Teamwork and Communication
Cycles of Internal and External Customer Service
Cycle of Service Thinking Summary
Chapter 4 Takeaways

5 CUSTOMER EXPECTATIONS
The Four Customer Types
The Loyal Customer
The Status Quo Customer
The Intrigued Customer
The Disgruntled Customer
Identifying Your Customers by Type
Customer Expectations Summary
Chapter 5 Takeaways

6 CREATING A CULTURE OF SERVICE
The Effects of Formal Structures on Service
Physical Layout and Distance
Work Processes and Service Delivery
Work Process Design and Customer Service
Creative Work Process Design
Work Process Assessment
Values and Beliefs
Additional Pieces of the Service Culture Puzzle
Language and Dress
Routines, Customs, and Activities
Organizational Climate
Creating a Culture of Service Summary
Chapter 6 Takeaways

7 MANAGERIAL INFLUENCE ON SERVICE DELIVERY
Management Style and Customer Service
Two Management Styles
The Task-Centered Manager
The People-Centered Manager
Management Expectations and Service Delivery
Star Employee
Worker Bee Employee
Problem Employee
Misplaced Employee
Assessing Your Performance and Potential
Managerial Influence Summary
Chapter 7 Takeaways

8 ACHIEVING SERVICE EXCELLENCE
Service Excellence = Commitment + Attitude + Action
Commitment
Service Attitude
Service Action

Index

Mario C. Martinez

Mario C. Martinez is Vice Chancellor of Strategy and Innovation for the National University System. He has written several books in the area of higher education innovation, strategy and policy. He is a founding partner of SoftSkillsPros.com, a training and resource company serving higher education institutions and the many professionals who work within them.

Brandy Smith

Brandy Smith is a postdoctoral fellow at the Association for the Study of Higher Education at the University of Nevada, Las Vegas. She has management and consulting experience in organizational development, operations, and strategy. She is a founding partners of SoftSkillsPros.com, a training and resource company serving higher education institutions and the many professionals who work within them.

Katie Humphreys

Katie Humphreys is completing a doctorate in Higher Education Leadership and has managed staff and programs at four universities. She currently oversees operations and student services in the Registrar's Office at the University of Nevada Las Vegas. She is a founding partner of SoftSkillsPros.com, a training and resource company serving higher education institutions and the many professionals who work within them.

customer service; service excellence; service delivery; cycle of service; work process design; work process assessment; service culture; organizational climate