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ERIC Number: EJ964099
Record Type: Journal
Publication Date: 2011
Pages: 6
Abstractor: ERIC
Reference Count: N/A
ISSN: ISSN-0010-0889
Customer Service in the Self-Service Era
Quinet, Bart
College and University, v87 n1 p41-46 Sum 2011
It can be difficult for any customer service environment to keep up with the whirlwind pace of change in today's technology-centric world. The challenge can be particularly daunting in an institutional setting accustomed to deliberative, consensus-driven change. The Office of the Registrar at Indiana University Bloomington (IUB) has a long-standing and well-deserved reputation on campus for providing outstanding service to its constituents. By 2006, however, it was apparent that many of its services were becoming outdated and were falling behind current-day standards in terms of technology availability and customer expectation. The challenge was not necessarily to establish a culture of customer service but rather to reinvigorate a culture of excellence. This article provides an overview of IUB's journey to modernize its student service environment so as to meet (and even exceed) students' customer service expectations and to ensure that it maintained (and even enhanced) its well-earned reputation of service excellence. (Contains 3 tables.)
American Association of Collegiate Registrars and Admissions Officers (AACRAO). One Dupont Circle NW Suite 520, Washington, DC 20036. Tel: 202-293-9161; Fax: 202-872-8857; e-mail:; 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: Indiana