CUSTOMER SERVICE &
STUDENT DEVELOPMENT:
A BALANCING ACT
Dawn Ohanessian
& Jessica Proano
Seton Hall
Univer sity
WHAT IS CUSTOMER SERVICE?
Which definition best applies to our work in your opinion?
-
Customer service is the ability to provide a service or product in
the way that it has been promised.
-
Customer service is about treating others as you would like to be
treated yourself.
-
Customer service is the ability to supply a customer’s wants and
needs.
-
Customer Service is the process of taking care of customers in a
positive manner.
-
Customer service is a process for providing competitive
advantage and adding benefits in order to maximize the total
value to the customer.
-
Customer Service is the commitment to providing value added
services to customers in a timely manner.
WHAT IS STUDENT DEVELOPMENT?
Which definition best applies to our work in your opinion?
- Student development is the concern for the development of the
whole person.
- Student development facilitates the transformation of the
student as a whole person.
- Student development is the application of student development
theories and principles which guide our work with college
students, and which helps us properly aid them in their change,
growth and development .
- Student development is the way that a student grows, progresses,
or increases his or her developmental capabilities as a result of
enrollment in an institution of higher education.
YOUR PHILOSOPHY
As a student affairs professional, which best reflects your personal
service philosophy?
From an Internet
11%
A. Students as customers
based survey –
6%
B. Students as clients
NASPA Region IV East C. Students as colleagues
4%
399 respondents (22%)
D. Students as learners
72%
February 2007
E. Students as products
1%
by Heidi Granger &
John Lehman
In general, today’s
mostly aligned as:
A. Students
B. Students
C. Students
D. Students
E. Students
student affairs profession’s service philosophy is
as
as
as
as
as
customers
clients
colleagues
learners
products
51%
11%
1%
29%
7%
WHAT DOES CUSTOMER SERVICE MEAN
IN STUDENT AFFAIRS & HIGHER ED?
Who is your customer?
The student?
The parent?
Both?
Someone else?
Students aren’t just buying a product – they have
to a earn a degree.
You also have to remember your institution’s
mission.
TIPS FOR PROVIDING GOOD CUSTOMER
SERVICE
 Have a positive attitude while at work!
 Be responsive and courteous to all customers (students, families,
etc.).
 Present accurate, concise and complete information to everyone .
 Provide personalized attention and assistance to each student.
 Treat everyone with respect!
 Explain possible alternatives, so even a negative answer can be a
positive one.
 Listen with empathy and show genuine concern.
 Know and understand the policies and regulations .
 Respond to questions and process information promptly – follow
through!
TIPS FOR FOCUSING ON STUDENT DEVELOPMENT
Optimal student development:
 Focuses on student success in all aspect of their lives
 Meets students where they are and then helps them to learn
and grow
 Requires an environment that provides a proper balance
between challenge and support
 Doesn’t always give students or parents everything they
want
 Isn’t making decisions just to make students or parents
happy, but can be done in such a way that they aren’t
UNhappy
THE BALANCING ACT
 The two concepts are not mutuality exclusive – you can
provide good customer service while still promoting
student development.
 Communication and transparency are key – being
completely honest about what we do and why.
 Consistency is important, but doesn’t mean treating
every student exactly the same – every situation is
different.
 Compromise is sometimes necessary.
Questions or Comments?
Our Contact Information:
Dawn Ohanessian
dawn.ohanessian@shu.edu
Jessica Proano
jessica.proano@shu.edu