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ERIC Number: EJ1109627
Record Type: Journal
Publication Date: 2014-Oct
Pages: 14
Abstractor: As Provided
ISSN: EISSN-2325-4750
Student Service and SEM: Training as the Tool to Sharpen Your Competitive Edge
Leigh, Susan
Strategic Enrollment Management Quarterly, v2 n3 p177-190 Oct 2014
The Challenge: After years of investments on structures and systems that improve and integrate student transactional experiences, we discover that we have neglected to train our staff in customer service competencies that match student expectations. The Answer: Invest in your student service staff to ensure they possess the professional skills to deliver your institutional "brand" of service so that the transactional never interferes with student learning. The Tools: Using the same teaching and learning tools that we successfully deploy in the classroom, we can raise the bar on staff training with improved delivery methods, assessment, and evaluation to certify staff as SEM professionals--equipped for service success. Opportunities identified include: SEM service standards in higher education, accepting student as customer, professional training processes, staff benefits and buy-in.
John Wiley & Sons Inc. 350 Main Street, Malden, MA 02148. Tel: 800-835-6770; Tel: 781-388-8598; Fax: 781-388-8232; e-mail:; Web site:
Publication Type: Journal Articles; Reports - Descriptive
Education Level: Higher Education; Postsecondary Education
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A
Grant or Contract Numbers: N/A