Creating a service culture in higher education administration
著者
書誌事項
Creating a service culture in higher education administration
Stylus, 2013
- : pbk
大学図書館所蔵 件 / 全1件
-
該当する所蔵館はありません
- すべての絞り込み条件を解除する
注記
"Soft Skills Pros"
Includes index
内容説明・目次
内容説明
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". Until now higher education professionals have had to rely on books and training designed for the business sector. This book is the first to specifically address the needs of higher education professionals across a wide range of administrative functions within college and university environments.
It is designed for administrative staff and management, ranging from professionals working in centralised functions such as student affairs and enrolment management, to those working as advisors or in career centres, whether in community colleges, four-year institutions, or for-profit institutions.
Each chapter applies customer service principles to examples and scenarios that are relevant to higher education. The book begins by engaging the reader to define service and identify the external and internal customers who are recipients of that service. It then maps customer interactions into a series of steps and offers departments and individuals a tool to maximise the customer experience. Additional chapters address customer expectations, creating a service culture on your campus, and managerial influences on staff service delivery.
目次
Preface
Getting to the How of Service Delivery
Overview of This Book
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
Chapter 1 Takeaways
2 EXTERNAL CUSTOMER SERVICE
The 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
Chapter 2 Takeaways
3 INTERNAL CUSTOMER SERVICE
The Critical Role of Internal Customer Service
The Three Internal Customer Service Profile Questions
Step 1: Who Are They?
Step 2: What Do They Want?
Step 3: How Have They Changed?
The Internal-External Customer Service Connection
Internal Customer Service Summary
Chapter 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
Chapter 4 Takeaways
5 CUSTOMER EXPECTATIONS
The Four Customer Types
The Loyal Customer
The Status Quo Customer
The Intrigued Customer
The Disgruntled Customer
Identifying Your Customers by Type
Customer Expectations Summary
Chapter 5 Takeaways
6 CREATING A CULTURE OF SERVICE
The 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
Chapter 6 Takeaways
7 MANAGERIAL INFLUENCE ON SERVICE DELIVERY
Management Style and Customer Service
Two Management Styles
The Task-Centered Manager
The 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
Chapter 7 Takeaways
8 ACHIEVING SERVICE EXCELLENCE
Service Excellence = Commitment + Attitude + Action
Commitment
Service Attitude
Service Action
Index
「Nielsen BookData」 より