Creating a Service Culture in Higher Education Administration
Mario Martinez · Brandy Smith · Katie Humphreys
Jan 2013 · Stylus Publishing, LLC.
3.0star
1 review
Ebook
126
Pages
About this ebook
"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
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 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 this environment.
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.
Creating a Service Culture in Higher Education Administration is a complementary book to the online customer service and management training resources at softskillspros.com
--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
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 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 this environment.
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.
Creating a Service Culture in Higher Education Administration is a complementary book to the online customer service and management training resources at softskillspros.com
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About the author
Mario C. Martinez is Professor of Higher Education at The University of Nevada, Las Vegas.
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 organisational development, operations, and strategy.
Katie Humphreys is completing a doctorate in Higher Education Leadership and has managed staff and programmes at four universities.
All three are founding partners of SoftSkillsPros.com, a training and resource company serving higher education institutions and the many professionals who work within them.
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 organisational development, operations, and strategy.
Katie Humphreys is completing a doctorate in Higher Education Leadership and has managed staff and programmes at four universities.
All three are founding partners of SoftSkillsPros.com, a training and resource company serving higher education institutions and the many professionals who work within them.
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