Category

Managing

Who’s On First?

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When trying to provide timely and efficient customer service, Abbott and Costello may have stated it better than anyone else: “Who’s on first?” How do you determine when and who gets your attention first when there are numerous customers that need your assistance, and the cast of characters varies? Your decision of who is on first should be based on the priorities of your organization and of you as an effective manager. However, the decision is not always simple. Let’s take a look at some of these characters and how they may affect your customer service decision, and ultimately, your decision of who is on first.

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Myths of Customer Service

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Customer service is important. Arguably, not many will disagree with that statement. There is an adage that states, “If you don’t take care of your customers, someone else will.” If you are not doing what it takes to ensure customer loyalty, sooner or later the “greener pastures” of a competitor will catch their eye. Now, within the ebb and flow of any business cycle, some customers will always be looking or leaving. No matter how great the product or company, there will be some percentage of customers looking for a better fit, more features, better service, etc. Sometimes, customers just get bored and want a change for change sake alone.

Knowing there will always be a certain amount of fluidity within your customers is helpful to reduce panic over these defectors. However, many of these customers in potential transition can and should be saved from leaving. Customer service is the glue that can keep many of them from looking for those “greener pastures”. If it is true that customer service is important then why do so many companies miss on this concept? Answer: there are many myths that get in the way and hinder customer service. Let’s examine a few of these.

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Why You Should Print Everything

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WARNING: Following the practices in this article may be hazardous to your printer’s health, your ink cartridge budget, and the life expectancy of trees. Please continue at your own risk.

Even though digital documents began in the 1950’s, they became available to most offices in the 1980’s with the development of the personal computer. Users could finally create and share digital information without the use of any print material of any type. At the same time, however, the rise in the use of digital printers grew at an amazing rate side by side personal computers. After almost thirty years of designing and developing student registration systems, I am always amazed at how often digital data is printed and distributed. The process seems counterproductive to me. During a recent meeting with a customer, however, the front office staff finally helped me understand the error in my thought process and why it is important to print everything. Here is a summary of what I learned.

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10 Signs Your Registration System Does Not Fit

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Ever try to cut a ripe tomato with a dull knife?  The aftermath is typically not attractive, the results are less than useful, and the amount of effort needed can be more than the outcome is worth.  Using an outdated student registration system can be described in these same terms.

Knowing the signs of an outdated student registration system benefits a manager as they strive to build their program and increase enrollment.  Minimally, the information discovered from a system review assists a manager in designing in-house processes that start to overcome some of the shortfalls of an existing registration system.  However, the information is also very valuable when building the case to replace an outdated registration system.

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The Sabotage Factor

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Implementing a new registration system successfully takes a great deal of preparation and planning, and part of that plan should cover helping staff deal with change.  Some staff may be excited about the change.  Most others will be supportive, yet anxious, and will follow along. 

But a small few, or possibly only one, will be highly reluctant to the change.  Even worse, they may be silently reluctant.  This is the reason to prepare for “The Sabotage Factor".

 

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Why “Partner” Is Not Just a Dance Term

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“Grab your partner by the hand, do-si-do to the promised land“ are not just lyrics for a popular square dancing song, they are also important words of wisdom for your Continuing Education Program.  Whether it is by joining forces with corporations, other schools, or local organizations, your CE program can truly benefit from having partners.

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Using Data for Analysis: What You Need to Know

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If you are utilizing an online learning platform, chances are you are also collecting data about a variety of components. Maybe you want to know about student demographics or perhaps you want to track the click-through rates of your web banners. Regardless of what data you are collecting, the question you should be asking is how I can properly analyze this data so it serves a greater purpose?

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What’s Trending in Online Education?

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Four months into 2014 and new trends continue to impact online education. While some of these trends are rollovers from the previous year, their ripples are still being felt, and some experts predict this may continue for years to come. Overcoming obstacles may prove challenging for some online education institutions, but by staying aware of them, you may be able to come out on top.

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How to Write an Engaging Online Course

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Think back to the days when you were a student. Remember how exciting it was to start a new class, only to end up enrolled in a semester snooze fest? Now think back to those few special classes you had where the material was riveting and the professor was outstanding. This is the type of experience you want to create when you are writing your online course.

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