Creating a Service Culture in Higher Education Administration
Martinez, Mario C.; Smith, Brandy; Humphreys, Katie
Language: English
Published by Routledge, 2013
- Hardcover
- New
Seller: Ria Christie Collections, Uxbridge, United KingdomRia Christie Collections
AbeBooks seller since March 25, 2015
Condition: New
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In English.
Seller Inventory # ria9781620360040_new
- Title
- Creating a Service Culture in Higher Education Administration
- Author
- Martinez, Mario C.; Smith, Brandy; Humphreys, Katie
- Publisher
- Routledge
- Publication year
- 2013
- Condition
- New
- Binding
- Hardcover
- Language
- English
- ISBN 10
- 1620360047
- ISBN 13
- 9781620360040
- Item weight
- 580 grams
It is designed for administrative staff and management, ranging from professionals working in centralized functions such as student affairs and enrollment management to those working as advisors or in career centers, whether in community colleges, four-year institutions, or for-profit institutions.
Each chapter applies customer service principles to scenarios that are relevant to higher education. The book begins by engaging the reader to define service and identify the external and internal customers who are recipients of that service. It then maps customer interactions into a series of steps and offers departments and individuals a tool to maximize the customer experience. Additional chapters address customer expectations, creating a service culture on your campus, and managerial influences on staff service delivery. Creating a Service Culture in Higher Education Administration is a complementary book to the online customer service and management training resources at softskillspros.com.
"Synopsis" may belong to another edition of this title.
About the Author
Brandy Smith is a postdoctoral fellow at the Association for the Study of Higher Education at the University of Nevada, Las Vegas. She has management and consulting experience in organizational development, operations, and strategy. She is a founding partners of SoftSkillsPros.com, a training and resource company serving higher education institutions and the many professionals who work within them.
Katie Humphreys is completing a doctorate in Higher Education Leadership and has managed staff and programs at four universities. She currently oversees operations and student services in the Registrar's Office at the University of Nevada Las Vegas. She is a founding partner of SoftSkillsPros.com, a training and resource company serving higher education institutions and the many professionals who work within them.
"About the title" may belong to another edition of this title.
Ria Christie Collections
Uxbridge, United Kingdom
AbeBooks seller since March 25, 2015
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