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ERIC Number: EJ970338
Record Type: Journal
Publication Date: 2012
Pages: 8
Abstractor: ERIC
Reference Count: N/A
ISSN: ISSN-1067-1803
At Your Service
Giltner, Terri
Community College Journal, v82 n5 p46-53 Apr-May 2012
As the number of two- and four-year college options available to community members grows, so too does the competition among institutions of higher education to land new students. Expectations are high. Today's students want more than a quality education. They also want a college with a service culture--one that works with them to create an experience that is as seamless as it is intellectually stimulating. As competition heats up, Kentucky community colleges focus on improving the customer experience. To better understand changing student expectations, the Kentucky Community and Technical College System (KCTCS), in 2006, launched a mystery shopping study with prospective students who contacted one of its 16 colleges. In 2011, KCTCS introduced the "2010-2016 Business Plan for Transforming Kentucky," a combination of nine strategies designed to enhance access, retention, and success for KCTCS students. One of the nine strategies is to develop a comprehensive student service delivery model with a 24-hour-a-day, seven-day-a-week student service call center and help desk for all KCTCS students.
American Association of Community Colleges. One Dupont Circle NW Suite 410, Washington, DC 20036. Tel: 202-728-0200; Fax: 202-833-2467; Web site:
Publication Type: Journal Articles; Reports - Descriptive
Education Level: Postsecondary Education; Two Year Colleges
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A
Identifiers - Location: Kentucky