Creating a service culture in higher education administration / Mario Martinez, Brandy Smith, and Katie Humphreys.

Format:

Book

Author/Creator:

Martinez, Mario, 1967- author.

Smith, Brandy, author.

Humphreys, Katie, author.

Language:

English

Subjects (All):

Customer services.

Education, Higher--United States--Administration.

Education, Higher.

Universities and colleges--United States--Administration.

Universities and colleges.

Physical Description:

1 online resource (xv, 116 pages)

Edition:

First edition.

Place of Publication:

New York, NY ; Abingdon, Oxon : Routledge, 2023.

Summary:

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.

Contents:

Cover

Half Title

Title Page

Copyright Page

Dedication

Table of Contents

Preface

Getting to the How of Service Delivery

Overview of This Book

Chapter 1: Defining Service Excellence

Do Customer Service Concepts Apply to Higher Education?

Starting the Service Excellence Journey

Step 1: Identify Excellent Service Experiences

Step 2: Define Excellent Service Delivery

Step 3: Be Conscious of Bad Service Delivery

Step 4: Your Department's Service Delivery

Step 5: Your Service Delivery

Defining Service Excellence Summary

Chapter 1: Takeaways

Chapter 2: External Customer Service

The Three External Customer Profile Questions

Step 1: Who Are They?

Step 2: What Do They Want?

Step 3: How Have They Changed?

External Customer Service Summary

Chapter 2: Takeaways

Chapter 3: Internal Customer Service

The Critical Role of Internal Customer Service

The Three Internal Customer Service Profile Questions

The Internal-External Customer Service Connection

Internal Customer Service Summary

Chapter 3: Takeaways

Chapter 4: Cycle of Service Thinking

Cycle of Service: A Brief History

Moments of Truth

Applying the Cycle of Service to Higher Education

Setting a Service Standard

Teamwork and Communication

Cycles of Internal and External Customer Service

Cycle of Service Thinking Summary

Chapter 4: Takeaways

Chapter 5: Customer Expectations

The Four Customer Types

The Loyal Customer

The Status Quo Customer

The Intrigued Customer

The Disgruntled Customer

Identifying Your Customers by Type

Customer Expectations Summary

Chapter 5: Takeaways

Chapter 6: Creating a Culture of Service

The Effects of Formal Structures on Service.

Physical Layout and Distance

Work Processes and Service Delivery

Work Process Design and Customer Service

Creative Work Process Design

Work Process Assessment

Values and Beliefs

Additional Pieces of the Service Culture Puzzle

Language and Dress

Routines, Customs, and Activities

Organizational Climate

Creating a Culture of Service Summary

Chapter 6: Takeaways

Chapter 7: Managerial Influence on Service Delivery

Management Style and Customer Service

Two Management Styles

The Task-Centered Manager

The People-Centered Manager

Management Expectations and Service Delivery

Star Employee

Worker Bee Employee

Problem Employee

Misplaced Employee

Assessing Your Performance and Potential

Managerial Influence Summary

Chapter 7: Takeaways

Chapter 8: Achieving Service Excellence

Service Excellence = Commitment + Attitude + Action

Commitment

Service Attitude

Service Action

Index.

Notes:

Includes index.

Includes bibliographical references and index.

Description based on print version record.

ISBN:

1-00-344372-9

1-000-98011-1

1-003-44372-9

1-4619-5193-3

1-62036-006-3

9781003443728

OCLC:

1389363813