Whether you work on the frontline serving students or serve primarily internal colleagues, it’s important to partner with your customers. Here are some tips on becoming a leader in providing service excellence everyday! Create a culture of service A culture of service excellence begins with you and your customer. It’s essential to create clear expectations… Read More
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10 Things I Am Grateful For
As we approach the Thanksgiving holiday, it’s a great time to reflect on the work we do and, despite the challenges sometimes, to appreciate all the rewards that service to others in higher education can bring. As educators and consultants, we have the opportunity to visit other campuses and meet colleagues who are doing some pretty creative and amazing things. We just returned… Read More
Counting Blessings? Thank Staff for Service Excellence!
This Thanksgiving, more than ever,is a time to remember your staff when counting your blessings! It has been a stressful year across the nation, you have to admit. Surrounded by toxic campaign narratives, our students have been experiencing waves of emotions that have produced fear and anxiety for their future. They will be with family… Read More
Women Make History as Service Champions
Today, June 7th, as we vote in the California Primary, Hilary Clinton makes history as the first woman to get this far in the race for President of the United States. In an unusual primary race, to say the least, this major historical milestone takes an awkward back seat to the latest outrageous commentary across… Read More
First ask staff what they want to learn!
Tuesday Training Tip- Ok, this should not sound like a radical concept, but before you do any logistical planning for staff training, you should first ask staff what they want to learn. Seriously, this step is often missing in the planning process, but it needs to be the very first thing you consider! You… Read More
Toxic Teammates and Service Training
Tuesday Training Tip #TTT Everybody’s got one in their office, or worse yet, on their team- the tyrannical toxic student service staff who sucks your patience dry whenever you conduct a training! It’s hard enough to get folks away from the front line for a training opportunity, especially with shrinking staff resources. You can’t… Read More
Don’t wait! Balance your life now!
I know that you share my assessment that it has been a long and busy winter in higher education student service! I have spoken with many of you at conferences or workshops over the past few months, and we have shared concerns about the amount of work that has been on our plates and in… Read More
Ho, Ho, Holiday Stress!
Getting excited about the holidays? Can’t say I blame you! But a friend recently reminded me that not everybody shares our enthusiasm. Not everyone has a big family or the means to travel to be with their family so loneliness may be more what they’re feeling. Or there may be money issues, health issues, sadness… Read More
Tee Up Customer Service Excellence with 7 Drivers!
After a long holiday weekend of both family gatherings and battle rounds of extreme shopping, I am sure you have some good stories about service to tell, both the good and the bad. Over coffee or lunch today at the office, I am sure there were full out pantomimes if not dramatic readings of service… Read More
How was Customer Service Week?
Did you celebrate? This past week, October 5th – 9th, was National Customer Service Week. Not a Hallmark holiday, it was actually proclaimed by Congress in 1992 to be a weeklong national event celebrated in the first full week of October every year. And every October it is celebrated in all 50 states and even… Read More