Delivering a strong customer service experience is no longer a choice, but a necessity

Though debate still rages around whether or not to treat students like customers inside the walls of the academy, most learners have already made up their minds. With the majority of today’s students designated as non-traditional learners, their expectations line up more closely to those of a consumer making a major purchase. That’s not to say they’re looking to “buy a degree”—simply that they want to be regarded as customers and treated with the respect that comes with that title.

Read this interview with Diane Johnson as she reflects on some of the factors that have led to this shift and shares a few ways that college and university leaders can ensure their institutions are meeting the needs of today’s students.

– submitted by Carmen Gass, User Services Training