Infusing Technology & Innovative Customer Service for a Comprehensive Student-Centredness Approach

Is student-centredness an empty rhetoric, an oxymoron or the latest catch phrase? The nucleus of our existence is indeed our students, as customers, whether we are on the front lines of a college answering their queries, processing applications or tuition payments, teaching within the classrooms, or at the back-end of issuing transcripts.

This workshop will look at all types of students and how we can serve them better and improve ourselves in the process. Participants will be provided with a sample profile of who our students are, useful technological tools, in and outside the classroom, and practical guidelines of how to improve customer service.

Workshop Objectives:

  • Understand the 4 generally accepted principles about “student-centredness”
  • Recognize who are our students on the basis of recent survey and focus groups
  • Identify students’ needs and an intimate look at advisement
  • Identify what customer service means in relation to all customers, both internal and external
  • Reverse-engineering a culture of student-centredness
  • Recognize how attitude affects customer service
  • Use innovative customer service tools to generate and retain life-long customers
  • Build good will through in-person customer service
  • Connect with students through electronic tools
  • Participate In group activity and leave a “legacy”

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