Creating a service culture in higher education administration /

Service delivery is part and parcel of every higher education professional's job, both to improve service to students, and to each other as "internal customers." This book is the first to specifically address the needs of higher education professionals across a wide range of administr...

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Detalles Bibliográficos
Clasificación:Libro Electrónico
Autor principal: Martinez, Mario, 1967-
Formato: Electrónico eBook
Idioma:Inglés
Publicado: Sterling, Virginia : Soft Skills Pros, [2013]
Edición:First edition.
Temas:
Education, Higher > United States > Administration.
Universities and colleges > United States > Administration.
Customer services.
Service à la clientèle.
EDUCATION > Higher.
Customer services
Education, Higher > Administration
Universities and colleges > Administration
United States
Acceso en línea:Texto completo
Tabla de Contenidos:
  • Machine generated contents note: 1. DEFINING SERVICE EXCELLENCE
  • Do Customer Service Concepts Apply to Higher Education?
  • Starting the Service Excellence Journey
  • Step 1 Identify Excellent Service Experiences
  • Step 2 Define Excellent Service Delivery
  • Step 3 Be Conscious of Bad Service Delivery
  • Step 4 Your Department's Service Delivery
  • Step 5 Your Service Delivery
  • Defining Service Excellence Summary
  • ch. 1 Takeaways
  • 2. EXTERNAL CUSTOMER SERVICE
  • Three External Customer Profile Questions
  • Step 1 Who Are They?
  • Step 2 What Do They Want?
  • Step 3 How Have They Changed?
  • External Customer Service Summary
  • ch. 2 Takeaways
  • 3. INTERNAL CUSTOMER SERVICE
  • Critical Role of Internal Customer Service
  • Three Internal Customer Service Profile Questions
  • Step 1 Who Are They?
  • Step 2 What Do They Want?
  • Step 3 How Have They Changed?
  • Internal-External Customer Service Connection
  • Internal Customer Service Summary
  • ch. 3 Takeaways
  • 4. CYCLE OF SERVICE THINKING
  • Cycle of Service: A Brief History
  • Moments of Truth
  • Applying the Cycle of Service to Higher Education
  • Setting a Service Standard
  • Teamwork and Communication
  • Cycles of Internal and External Customer Service
  • Cycle of Service Thinking Summary
  • ch. 4 Takeaways
  • 5. CUSTOMER EXPECTATIONS
  • Four Customer Types
  • Loyal Customer
  • Status Quo Customer
  • Intrigued Customer
  • Disgruntled Customer
  • Identifying Your Customers by Type
  • Customer Expectations Summary
  • ch. 5 Takeaways
  • 6. CREATING A CULTURE OF SERVICE
  • Effects of Formal Structures on Service
  • Physical Layout and Distance
  • Work Processes and Service Delivery
  • Work Process Design and Customer Service
  • Creative Work Process Design
  • Work Process Assessment
  • Values and Beliefs
  • Additional Pieces of the Service Culture Puzzle
  • Language and Dress
  • Routines, Customs, and Activities
  • Organizational Climate
  • Creating a Culture of Service Summary
  • ch. 6 Takeaways
  • 7. MANAGERIAL INFLUENCE ON SERVICE DELIVERY
  • Management Style and Customer Service
  • Two Management Styles
  • Task-Centered Manager
  • People-Centered Manager
  • Management Expectations and Service Delivery
  • Star Employee
  • Worker Bee Employee
  • Problem Employee
  • Misplaced Employee
  • Assessing Your Performance and Potential
  • Managerial Influence Summary
  • ch. 7 Takeaways
  • 8. ACHIEVING SERVICE EXCELLENCE
  • Service Excellence = Commitment + Attitude + Action
  • Commitment
  • Service Attitude
  • Service Action.

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