Amit co-founded Academic Impressions in 2002 to provide a variety of educational products and services that help higher education administrators tackle key, strategic challenges. Since 2002, AI has designed and directed hundreds of conferences and has served representatives from over 3,500 higher education institutions. Besides designing and leading events for cabinet-level officers focused on strategic planning, budgeting, and leadership development, Amit leads Academic Impressions’ ongoing research into the five- and 10 year challenges facing higher education and plays a lead role in outlining each issue of Higher Ed Impact: Monthly Diagnostic to highlight how college and university leaders can take an institution-wide approach to answering those challenges.
Articles in this Issue
Letter from Amit Mrig, President, Academic Impressions
There is a growing recognition in higher education that improving customer service is a critical step to ensuring students’ momentum toward a degree and to improving student persistence.
Yet, surveying professionals at 79 post-secondary institutions, we found that over half would grade their school with a “C” or lower letter grade for customer service. Customer service expectations from both students and parents continue to increase, and it is increasingly critical to meet that demand with a strong commitment to developing a culture of service.
Meeting the demand for improved service does not have to entail sacrificing the rigor of your institution’s policies and procedures because the core standards of effective service have little to do with promoting “customer satisfaction.” Instead, what matters most is responsiveness, efficiency, clear communication, and conflict management.
We asked past and current presidents, vice presidents, and department heads in student services and enrollment management to speak to the major barriers to improving customer service — including the “silo” structure of support services, inefficient policies and procedures, and staff training needs — and how these barriers can best be addressed. We hope their advice will be useful to you.
Join Academic Impressions in Dallas, TX on March 18-20, 2013 for a train-the-trainer event designed to improve customer service for all of your front-line staff.
Through a mix of instructive, interactive, and working sessions, our expert instructors will help you better understand:
- The four service standards that matter most: comprehensive responsiveness, efficiency, listening and clear communication, and empathy and conflict management
- What your leadership style is and how to deal with conflict based on your style
- Techniques for managing angry or frustrated customers
- Methods for de-escalating conversations and not getting pulled into emotional confrontations