Happy Students, Happy Staff: The Engagement Edge

Embracing and expanding a customer service orientation in higher education results in a more satisfied and enthusiastic student population, which has ripple effects throughout the organization and pays benefits by improving administration and staff morale, retention, efficiency, and effectiveness. A key aspect of an educational organization's customer service strategy is careful attention to its points of engagement with students. Successful queue management enhances engagement by sweetening the student population's interaction with school administration and provides ancillary opportunities for communication in a pervasive and compelling medium: mobile.

OUTCOMES: Learn about the value of applying a customer service construct to education * Understand and appreciate the relationship between student satisfaction and overall institutional performance * Gain new insights into the role of queue management and mobile communication as vehicles for driving student satisfaction