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How do you define great service? Expectations of what defines great service have evolved over time, reflecting changes in the marketplace, advancements in technology, and new ways of delivering service. Consumers are used to demanding high quality service in many aspects of their lives, and graduate education is no longer immune from those demands. Graduate students are more focused than ever on ensuring their graduate education helps them reach their academic and professional goals, and rely on the work of higher education professionals to help them navigate the process. As Graduate Admissions professionals, providing great service to our students is more important than ever, not only in how we deal with them personally, but also guiding them through the process of becoming a student in our institution. This session will focus on providing examples of strategies that have been utilized to offer great service using technology, quality service techniques and a common sense approach. Presented by Brett DiMarzo from Suffolk University in Boston, MA.
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Graduate Student Service in the Modern World
Brett DiMarzoAssociate Director
Office of Graduate Admission
Agenda
• Background• Importance of Service in Today’s
Society• Why it is important for admissions
professionals• Best practices in delivering great
student service• Questions??
Background
• Customer Service Experience– Retail, family owned business
• Student Service Experience– Residential Life– Athletic Department– Financial Aid– Admissions
School Profiles• Suffolk University–Mid-sized university in downtown Boston
(approx. 9,000 total students)– Business, arts & sciences, law– 100+ year history– Professional and career oriented
education
• MGH Institute of Health Professions– Small, health professions grad school
Importance of Service in Today’s Society
“…if someone satisfies customers better than you, no matter what type
of business, you suffer by comparison.”
- taken from Inside the Magic Kingdom by Tom Connellan (1996).
Importance of Service in Today’s Society
• Customer service oriented nation
• Shaping views • The vast
capability of technology
• Online resources, customer service agencies
Importance of Service in Today’s Society
• Managing expectations
• Strategies to deliver high quality service
• All types of businesses and professions
Why it is important for Admissions Professionals
• Prospective student’s (and their family’s) emphasis on service
• Return on investment, especially at the graduate level
• Meeting expectations vs. resources at your disposal
Service Excellence
• In any industry, great service……–makes people feel important– improves communication between the
person and the organization– creates a sense of mutual respect– addresses problems immediately and
can present alternative solutions
Service Pitfalls
• In any industry, a lack of great service…– creates confusion– can make the organization seem
unresponsive– can cause frustration and delay– can lead to additional problems
instead of offering solutions
Best Practices for Excellent Student Service
• Initial greeting can have lasting impression– Phone etiquette–Walk-ins– Emails– Appearance– Attitude
Best Practices for Excellent Student Service
• Listen– Decision card– Follow up with
non-registered students
– DNE survey– Online feedback
Best Practices for Excellent Student Service
• Acknowledge and empathize– Application
processing–Non-traditional
student population–Understanding the
nuances of the student population
Best Practices for Excellent Student Service
• Quality Communication (External)– Email
communication– Online portal
communication– 3rd party
marketing system–Website
Best Practices for Excellent Student Service
• Quality Communication (Internal)– admissions
process for program faculty
– communication with admissions committee
– Open channels between offices
Best Practices for Excellent Student Service
• Patience– Recognize
weight of decision to go to graduate school
– Take the time– Open door
Best Practices for Excellent Student Service
• Constant assessment–Meet regularly– Pay attention to
the details– Yearly review
(retreat)– Data collection
and analysis
Best Practices for Excellent Student Service
• Eliminate hassles– Online
application tools– Frequently
Asked Questions lists
– Resource materials
– Opportunities to offer feedback
Best Practices for Excellent Student Service
• Communicate the heart and soul of your organization
• Every organization is unique in what it does and what it offers
• Find your school’s soul and share with potential students
• What you are and what you are not
Questions??
