NotesFAQContact Us
Search Tips
Peer reviewed Peer reviewed
PDF on ERIC Download full text
ERIC Number: EJ848742
Record Type: Journal
Publication Date: 2005
Pages: 6
Abstractor: ERIC
Reference Count: 9
ISSN: ISSN-1195-4353
Customer Service in Ontario's Colleges
Keith, John
College Quarterly, v8 n4 Fall 2005
No doubt there are detractors who cringe at the prospect of connecting the term customer service with an institution of higher education. Some may consider the term demeaning. However, given the college funding crisis and current economic climate, a quality customer service strategy is a prudent adjunct to any marketing activity undertaken. It is not the actual term "customer service" that is important as a function of college business, but rather embracing the quality customer service (QCS) ideal, and implementation of such strategies that are in the best interests of a college to help increase enrolment, aid retention, and build a service excellence reputation. The creation of a customer service college culture has far-ranging benefits. It builds a reputation of service excellence that permeates the larger community. A great image as an institution that cares about its student customers attracts student prospects and contributes to a positive experience, from first contact through to graduation and beyond. The bottom line is, in the best sense of the metaphor, that colleges must seize every opportunity to value their customers, potential customers, and others by developing quality customer service college cultures that embrace the ideals of empathy and other-centeredness. It is a noble pursuit for the colleges, a wholesome endeavour for college representatives, and an essential strategy for attracting and retaining college customers.
Seneca College of Applied Arts and Technology. 1750 Finch Avenue East, Toronto, Ontario M2J 2X5, Canada. Tel: 416-491-5050; Fax: 905-479-4561; Web site:
Publication Type: Journal Articles; Reports - Descriptive
Education Level: Higher Education
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A
Identifiers - Location: Canada