Creating A Service Culture In Higher Education Administration
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Creating A Service Culture In Higher Education Administration
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Author : Mario C. Martinez
language : en
Publisher: Taylor & Francis
Release Date : 2023-07-03
Creating A Service Culture In Higher Education Administration written by Mario C. Martinez and has been published by Taylor & Francis this book supported file pdf, txt, epub, kindle and other format this book has been release on 2023-07-03 with Education categories.
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.
Creating A Service Culture In Higher Education Administration
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Author : Mario Martinez
language : en
Publisher:
Release Date : 2013
Creating A Service Culture In Higher Education Administration written by Mario Martinez and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013 with EDUCATION categories.
Elevating Customer Service In Higher Education
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Author : Heath Boice-Pardee
language : en
Publisher:
Release Date : 2018-06-04
Elevating Customer Service In Higher Education written by Heath Boice-Pardee and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018-06-04 with Electronic books categories.
Elevating Customer Service in Higher Education provides an in-depth guide by three practitioners with decades of combined experience in the higher education and hospitality sectors. Our authors are deeply embedded in customer service initiatives and have certified hundreds of higher-ed professionals at Academic Impressions' customer service trainings and on-campus workshops. In this guide, our authors will walk you through: Core service competencies Strategies for supporting frontline staff in enhancing customer service Examples of customer service scripts for dialogue, phone, voicemail, and email Detailed guidelines for creating physical environments on campus that facilitate better service Worksheets and tools for auditing policies and practices that impact customer service Tips for cultivating faculty and staff buy-in Examples of exemplary customer service initiatives at other colleges and universities REVIEWS "Elevating Customer Service should be read by every administrator who cares about retention and service excellence." - Neal Raisman, N. Raisman & Associates "In today's competitive market in higher education, a partnership between academics and customer service is key to attracting and retaining students. This handbook shows practitioners how to enhance service excellence while maintaining academic integrity." - Bill Destler, President Emeritus, Rochester Institute of Technology "How refreshing and encouraging it is to read a book about customer service on today's college campuses. The reality is higher education today is rapidly changing and models of leading a university are significantly altered in todays environment. Customer service can no longer be viewed as a negative concept on our campuses. Rather, such service is mandated today in whatever form one wishes to call it. Students, parents, employers, and college employees are demanding it. Implementing such measures that change a campus's culture may mean the difference between those colleges that survive and those that do not. The foundations of quality service discussed in this book should be mandatory reading for all college administrators." - David DeCenzo, President, Coastal Carolina University "This insightful book provides a step-by-step guide to assess, evaluate, and implement strategies to improve the effectiveness of any department or division within the academy. The authors provide valuable information and a workable template to enhance the student experience on campus and ultimately improve retention, and recruitment efforts in an era in which colleges and universities are fiercely competing to attract and retain students." - Jim Pillar, Associate Vice President of Housing, Monmouth University "This really made me think about our office environment and how we can work toward improving not only the student experience but the front-line staff experience as well. It truly is a practical guide with relevant activities and things to consider." - Kerri Wilson, Director of Off-Campus Living and Community Partnerships, Rutgers University-New Brunswick
Building A Successful Customer Service Culture
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Author : Maxine Melling
language : en
Publisher: Facet Publishing
Release Date : 2002
Building A Successful Customer Service Culture written by Maxine Melling and has been published by Facet Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2002 with Language Arts & Disciplines categories.
As libraries move into the 21st century, quality management has become a key focus of the effort to create a service culture that meets - and indeed exceeds - customer requirements. The language of customer service has become common in the library and information sector, as have many of the techniques associated with the provision of customer-focused services. However, there is a danger that customer service may be seen as a 'bolt on' to existing core provision in the form of feedback mechanisms, information leaflets and customer-training sessions. One of the challenges facing managers is to go beyond the acknowledgement of the importance of a customer focus, and to develop an understanding of how this focus can be embedded in the culture of their services via strategic and operational management. This new management guide addresses this challenge. Contributed by LIS professionals with extensive experience in the management of public and academic services, each chapter presents a good practice guide to an element of strategic or operational management with the customer placed at centre stage: the users' perspective; planning and policy making; leadership and management; human resource planning; marketing as a tool for LIS managers; assuring quality; planning buildings for customers and services; developing a service culture through partnerships; virtual service. Readership: This book is essential reading for managers of library and information services from senior to team managers, and also for all those involved in devising strategy and policy for staff and service development. It is relevant to libraries and information services in any area of the world.
Pathways To Higher Education Administration For African American Women
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Author : Tamara Bertrand Jones
language : en
Publisher: Taylor & Francis
Release Date : 2023-07-03
Pathways To Higher Education Administration For African American Women written by Tamara Bertrand Jones and has been published by Taylor & Francis this book supported file pdf, txt, epub, kindle and other format this book has been release on 2023-07-03 with Education categories.
For Black women faculty members and student affairs personnel, this book delineates the needed skills and the range of possible pathways for attaining administrative positions in higher education.This book uses a survey that identifies the skills and knowledge that Black women administrators report as most critical at different stages of their careers as a foundation for the personal narratives of individual administrators’ career progressions. The contributors address barriers, strategies, and considerations such as the comparative merits of starting a career at an HBCU or PWI, or at a public or private institution.Their stories shine light on how to develop the most effective leadership style, how to communicate, and the importance of leading with credibility. They dwell on the necessity of listening to one’s inner voice in guiding decisions, of maintaining integrity and having a clear sense of values, and of developing a realistic sense of personal limitations and abilities. They illustrate how to combine institutional and personal priorities with service to the community; share how the authors carved out their distinct and purposeful career paths; and demonstrate the importance of the mentoring they received and provided along the way. A theoretical chapter provides a frame for reflecting on the paths traveled. These accounts and reflections provide enlightenment, inspiration, and nuggets of wisdom for all Black women who want to advance their careers in higher education.
Developing Public Service Leaders
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Author : Mike Wallace
language : en
Publisher: Oxford University Press
Release Date : 2022-10-17
Developing Public Service Leaders written by Mike Wallace and has been published by Oxford University Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2022-10-17 with Psychology categories.
Developing Public Service Leaders examines why and how governments and representative bodies in public service organizations have mounted major interventions over the last two decades to develop senior staff as leaders. A critical explanation is developed of the foundational contribution made by national leadership development interventions in the 2000s to the emergence, proliferation, and normalization of leadership development provision. Through carrying out qualitative research in England, the authors investigate the national leadership development interventions for school education, healthcare, and higher education. Whilst also looking at the contemporary legacy of these interventions within a global scale, examining the growing international movement and comparing interventions across the world. The book looks at new ways to approach leadership development, adopting a novel perspective on leadership as a metaphorical concept and coining the concept of 'leaderism', and exploring how although senior staff may be widely acculturated as leaders, they may not necessarily be committed to acting as government change agents. Leadership development makes a diffuse contribution towards the ongoing neoliberalization of public services. Developing Public Service Leaders is a comprehensive and essential read for a researcher or policymaker striving for an in-depth understanding of the field and its ramifications.
Quality Management Implementation In Higher Education Practices Models And Case Studies
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Author : Sony, Michael
language : en
Publisher: IGI Global
Release Date : 2019-08-02
Quality Management Implementation In Higher Education Practices Models And Case Studies written by Sony, Michael and has been published by IGI Global this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-08-02 with Education categories.
Although initially utilized in business and industrial environments, quality management systems can be adapted into higher education to assess and improve an institution’s standards. These strategies are now playing a vital role in educational areas such as teaching, learning, and institutional-level practices. However, quality management tools and models must be adapted to fit with the culture of higher education. Quality Management Implementation in Higher Education: Practices, Models, and Case Studies is a pivotal reference source that explores the challenges and solutions of designing quality management models in the current educational culture. Featuring research on topics such as Lean Six Sigma, distance education, and student supervision, this book is ideally designed for school board members, administrators, deans, policymakers, stakeholders, professors, graduate students, education professionals, and researchers seeking current research on the applications and success factors of quality management systems in various facets of higher education.
Geographies Of The University
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Author : Laura Suarsana
language : en
Publisher:
Release Date : 2020-10-08
Geographies Of The University written by Laura Suarsana and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-10-08 with Education categories.
This open access volume raises awareness of the histories, geographies, and practices of universities and analyzes their role as key actors in today's global knowledge economy. Universities are centers of research, teaching, and expertise with significant economic, social, and cultural impacts at different geographical scales. Scholars from a variety of disciplines and countries offer original analyses and discussions along five main themes: historical perspectives on the university as a site of knowledge production, cultural encounter, and political interest; institutional perspectives on university governance and the creation of innovative environments; relationships between universities and the city; the impact of universities on national and regional economies and cultures; and the processes of internationalization through student mobility, the creation of education hubs, and global regionalism in higher education. This work was published by Saint Philip Street Press pursuant to a Creative Commons license permitting commercial use. All rights not granted by the work's license are retained by the author or authors.
Proceedings Of The 11th Toulon Verona International Conference On Quality In Services
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Author : Rocco Moliterni
language : en
Publisher: Firenze University Press
Release Date : 2008
Proceedings Of The 11th Toulon Verona International Conference On Quality In Services written by Rocco Moliterni and has been published by Firenze University Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008 with Electronic books categories.
The Toulon-Verona Conference was founded in 1998 by prof. Claudio Baccarani of the University of Verona, Italy, and prof. Michel Weill of the University of Toulon, France. It has been organized each year in a different place in Europe in cooperation with a host university (Toulon 1998, Verona 1999, Derby 2000, Mons 2001, Lisbon 2002, Oviedo 2003, Toulon 2004, Palermo 2005, Paisley 2006, Thessaloniki 2007, Florence, 2008). Originally focusing on higher education institutions, the research themes have over the years been extended to the health sector, local government, tourism, logistics, banking services. Around a hundred delegates from about twenty different countries participate each year and nearly one thousand research papers have been published over the last ten years, making of the conference one of the major events in the field of quality in services.
Transforming Leadership Pathways For Humanities Professionals In Higher Education
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Author : Roze Hentschell
language : en
Publisher: Purdue University Press
Release Date : 2023-04-15
Transforming Leadership Pathways For Humanities Professionals In Higher Education written by Roze Hentschell and has been published by Purdue University Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2023-04-15 with Education categories.
Transforming Leadership Pathways for Humanities Professionals in Higher Education includes thirteen essays from a variety of contributors investigating how humanities professionals grapple with the opportunities and challenges of leadership positions. Written by insiders sharing their lived experience, this collection provides an authentic look at the multiple roles humanities specialists play, as well as offers strategies for professional growth, sustenance, and satisfaction. The collection also considers the relationship between disciplinary areas of study, academic training, and the valuable skill sets and habits of mind that serve higher education leaders. While Transforming Leadership Pathways emphasizes that a leadership route in higher education can be a welcome and positive professional move for many humanities scholars, the volume also acknowledges the issues that arise when faculty take on administrative positions while otherwise marginalized on campus because of faculty status, rank, or personal identity. This collection demystifies the path into higher education administration and argues that humanities scholars are uniquely qualified for such roles. Empathetic, deeply analytical, attuned to historical context, and trained in communication, teachers and scholars who hail from humanities disciplines often find themselves well-suited to the demands of complex academic leadership in today’s colleges and universities.