The University of Customer Service

Just where can you go to get a higher education in Customer Service? After all even McDonalds has what they call Hamburger U so their franchisees can learn all they need to know to operate their new fast-food business.

Yes, some Colleges and Universities offer classes on customer service. But can you get an MBA in “happy customers?” Yet many of our schools of higher education have many customer service problems themselves.

Recently at the University of Texas, and at many other universities around the country, there has been quite a bit of discussion about privatizing administrative tasks necessary to keep the institution operating. The overall discussion is a good one aimed at improving efficiency in a time of tight budgets. But it also has raised an important problem in how people think about higher education. And it boils down to two words: customer service.

Is a public university a business and, thus, should it be run with the idea of pleasing customers and providing a service to students? Or should it be run with a different mind-set? The answer is clearly that a public university (and most privates as well) is not a business. Universities and colleges are institutions of learning and research that do not have customers; instead, they have multiple stakeholders, including students, faculty, administrators, parents and the public.

These stakeholders support the institution in a variety of ways by paying taxes, providing labor and paying tuition. But at no time is anyone a customer of the institution.

Here is a statement on the Davenport University website. GREAT Customer Service - "Davenport University strives to provide great customer service to all of the internal and external audiences we serve.  You are invited to tell us about your service experience -- positive or constructive.  Excellent service providers will be acknowledged for exceeding expectations and constructive feedback will allow us to improve in areas prohibiting great service."

So we can see at least some colleges and universities are becoming aware that improvements are still needed. How is your business and company doing, learning about and improving your customer's experience?

What tools are you considering for your IT Service Management Software solutions?

SMART Service Desk IT Service Management Software is your answer. We know that your satisfied customers will return again and again. Let us help you increase productivity, reduce operations cost and improve customer experience with our ITIL compliant solutions. No matter the size of your business we have your customer retention solutions.

SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com