Creating a Service Culture in Higher Education Administration

Service delivery is an integral part of every higher education professional's role, both in improving service to students and colleagues as "internal customers". Until now, professionals have relied on business-focused books and training for their development. This book addresses the specific needs of higher education staff across various administrative functions.

It's designed for administrative staff and management, covering roles from centralized functions like student affairs and enrollment management to advisors in career centers, across different types of institutions. Each chapter applies customer service principles to relevant scenarios in higher education, helping departments and individuals maximize the customer experience.

The book starts by defining service and identifying external and internal customers, then maps customer interactions into a series of steps. It also explores customer expectations, creating a service culture on campus, and managerial influences on staff service delivery. This book complements Soft Skills Pros' online customer service and management training resources.