Tool URL: NA
Institution URL: http://www.northern.edu/
NA
SETTING:
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Appropriate for two-year: Institutions
Two-Year Institution Size:
Appropriate for four-year: Institutions
Four-Year Institution Size:
53% of students and parents say that the service they receive from a college during the “shopping process” influences their selection decision (Longmire & Company, 2016).
According to Longmire & Associates (2016), Colleges/Universities rank below the cell phone industry on customer service – which is near the bottom of all industries!
GOALS / EXPECTATIONS:
Campus-wide commitment to assuring that everyone who comes into contact with Northern State University has a top-notch positive experience.
To treat our students, families, guests, fans, and prospective students to the best possible experience – one that is a “step-above” any other University. This experience would include friendliness, cleanliness, courtesy and the highest level of professionalism found in higher education.
MAJOR CHARACTERISTICS:Principles of THE NORTHERN WAY
- Every student wants to attend NSU and every employee wants to work here! “Where everybody knows your name and they’re always glad you came.”
- During your day…plan to meet and greet students, guests, and staff, treat them as people. Be positive! Ask prospective students’ name, where are they from? Invoke commonality.
- Avoid the negative... attitudes, comments, statements. It is just as easy to say “I just wanted to make you aware that.., or I’m sorry, I can’t help you with that, but I will find out who can and take you there!” NOT: “You can’t pay with credit card - or “my job would be good if it wasn’t for those students, or no you can’t do that!”
- Treat all prospective students and parents like they are honored guests in your home. Say “thank you.” You can never thank them enough for their interest in NSU.
- The goal is not necessarily to recruit the very best students, but it is to make the students you recruit their very best.
- Students can never be an inconvenience.
- Processes, rules and products should assure that students and learning are at the center of the institution. If not, rethink them.
- Fulfill all promises – keep your word!
- Engagement starts at first contact and continues into alumni status. Engage. Engage. Engage, and then engage again.
- Enrollment of first-time, full-time freshmen students.
- Increased persistence rates.
- Increased retention rates.
PERFORMANCE MEASURES:
NA
ACHIEVED OUTCOMES:
Early key performance indicators show positive progress toward the goals.
IMPACTS:
Greater participation across campus in customer service efforts.
A shared goal for top-notch customer service and shared language for describing that goal have allowed all NSU employees to communicate about this concept efficiently and effectively.
RESOURCES AND COSTS NEEDED:
Professional development and training in, and promotional materials related to, The Northern Way.
Widespread understanding on campus of expectations related to The Northern Way. Improved overall customer service. Improved experience during campus visits. Overall decrease in complaints received. Increased profile and widespread positive impression of Northern State University.
LINKS:
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Joelle Lien
Associate Vice President for Academic Affairs
Northern State University
1200 South Jay Street
Aberdeen, South Dakota 57401-7198
Phone: 6056267958
Joelle.Lien@northern.edu
SUBMITTED BY:
Joelle Lien
Associate Vice President for Academic Affairs
Northern State University
1200 South Jay Street
Aberdeen, South Dakota 57401-7198
Phone: 6056267958
Joelle.Lien@northern.edu