Graduate Student Service in    the Modern World              Brett DiMarzo            Associate Director      Office of Gr...
Agenda• Background• Importance of Service in Today’s Society• Why it is important for admissions  professionals• Best prac...
Background• Customer Service Experience  – Retail, family owned business• Student Service Experience  – Residential Life  ...
School Profiles• Suffolk University  – Mid-sized university in downtown Boston    (approx. 9,000 total students)  – Busine...
Importance of Service in Today’s           Society “…if someone satisfies customers betterthan you, no matter what type of...
Importance of Service in Today’s            Society• Customer service  oriented nation• Shaping views• The vast capability...
Importance of Service in Today’s           Society                   • Managing                     expectations          ...
Why it is important for     Admissions Professionals• Prospective student’s  (and their family’s)  emphasis on service• Re...
Service Excellence• In any industry, great service……  – makes people feel important  – improves communication between the ...
Service Pitfalls• In any industry, a lack of great service…  – creates confusion  – can make the organization seem    unre...
Best Practices for Excellent          Student Service• Initial greeting can have lasting  impression  – Phone etiquette  –...
Best Practices for Excellent      Student Service              • Listen                – Decision card                – Fo...
Best Practices for Excellent          Student Service• Acknowledge and  empathize  – Application    processing  – Non-trad...
Best Practices for Excellent      Student Service             • Quality               Communication               (Externa...
Best Practices for Excellent          Student Service• Quality  Communication  (Internal)  – admissions    process for    ...
Best Practices for Excellent      Student Service               • Patience                 – Recognize weight             ...
Best Practices for Excellent          Student Service• Constant  assessment  – Meet regularly  – Pay attention to the    d...
Best Practices for Excellent      Student Service              • Eliminate hassles                – Online application    ...
Best Practices for Excellent          Student Service• Communicate the heart and soul of your  organization• Every organiz...
Questions??
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NEGAP Conference 2012: Modern Definitions of Great Service: Strategies for Providing Student Service in Today’s World

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How do you define great service? Expectations of what defines great service have evolved over time, reflecting changes in the marketplace, advancements in technology, and new ways of delivering service. Consumers are used to demanding high quality service in many aspects of their lives, and graduate education is no longer immune from those demands. Graduate students are more focused than ever on ensuring their graduate education helps them reach their academic and professional goals, and rely on the work of higher education professionals to help them navigate the process. As Graduate Admissions professionals, providing great service to our students is more important than ever, not only in how we deal with them personally, but also guiding them through the process of becoming a student in our institution. This session will focus on providing examples of strategies that have been utilized to offer great service using technology, quality service techniques and a common sense approach.

Presented by Brett DiMarzo from Suffolk University in Boston, MA.

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NEGAP Conference 2012: Modern Definitions of Great Service: Strategies for Providing Student Service in Today’s World

  1. 1. Graduate Student Service in the Modern World Brett DiMarzo Associate Director Office of Graduate Admission
  2. 2. Agenda• Background• Importance of Service in Today’s Society• Why it is important for admissions professionals• Best practices in delivering great student service• Questions??
  3. 3. Background• Customer Service Experience – Retail, family owned business• Student Service Experience – Residential Life – Athletic Department – Financial Aid – Admissions
  4. 4. School Profiles• Suffolk University – Mid-sized university in downtown Boston (approx. 9,000 total students) – Business, arts & sciences, law – 100+ year history – Professional and career oriented education• MGH Institute of Health Professions – Small, health professions grad school
  5. 5. Importance of Service in Today’s Society “…if someone satisfies customers betterthan you, no matter what type of business, you suffer by comparison.” - taken from Inside the Magic Kingdom by Tom Connellan (1996).
  6. 6. Importance of Service in Today’s Society• Customer service oriented nation• Shaping views• The vast capability of technology• Online resources, customer service agencies
  7. 7. Importance of Service in Today’s Society • Managing expectations • Strategies to deliver high quality service • All types of businesses and professions
  8. 8. Why it is important for Admissions Professionals• Prospective student’s (and their family’s) emphasis on service• Return on investment, especially at the graduate level• Meeting expectations vs. resources at your disposal
  9. 9. Service Excellence• In any industry, great service…… – makes people feel important – improves communication between the person and the organization – creates a sense of mutual respect – addresses problems immediately and can present alternative solutions
  10. 10. Service Pitfalls• In any industry, a lack of great service… – creates confusion – can make the organization seem unresponsive – can cause frustration and delay – can lead to additional problems instead of offering solutions
  11. 11. Best Practices for Excellent Student Service• Initial greeting can have lasting impression – Phone etiquette – Walk-ins – Emails – Appearance – Attitude
  12. 12. Best Practices for Excellent Student Service • Listen – Decision card – Follow up with non-registered students – DNE survey – Online feedback
  13. 13. Best Practices for Excellent Student Service• Acknowledge and empathize – Application processing – Non-traditional student population – Understanding the nuances of the student population
  14. 14. Best Practices for Excellent Student Service • Quality Communication (External) – Email communication – Online portal communication – 3rd party marketing system – Website
  15. 15. Best Practices for Excellent Student Service• Quality Communication (Internal) – admissions process for program faculty – communication with admissions committee – Open channels between offices
  16. 16. Best Practices for Excellent Student Service • Patience – Recognize weight of decision to go to graduate school – Take the time – Open door
  17. 17. Best Practices for Excellent Student Service• Constant assessment – Meet regularly – Pay attention to the details – Yearly review (retreat) – Data collection and analysis
  18. 18. Best Practices for Excellent Student Service • Eliminate hassles – Online application tools – Frequently Asked Questions lists – Resource materials – Opportunities to offer feedback
  19. 19. Best Practices for Excellent Student Service• Communicate the heart and soul of your organization• Every organization is unique in what it does and what it offers• Find your school’s soul and share with potential students• What you are and what you are not
  20. 20. Questions??

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