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Being part of Student Success

Being part of Student Success. Dr. Jude Kiah Xavier University. How do we contribute?. Core to the Mission? What is the mission? How do we contribute? Do we feel we are part of that mission?. Front Line Contact. What do we normally think of? Who are the customers? Internal customers

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Being part of Student Success

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  1. Being part of Student Success Dr. Jude Kiah Xavier University

  2. How do we contribute? • Core to the Mission? • What is the mission? • How do we contribute? • Do we feel we are part of that mission?

  3. Front Line Contact • What do we normally think of? • Who are the customers? • Internal customers • External customers • What is the “product”? • What do we remember? • Customer service is not the “what”!

  4. Customer Service, more • You ARE your institution • Delta Airlines • Vizio

  5. How do we Identify customer service? • The Stuff • The parts of service • Restaurant service • How do we know we are receiving customer service? • Can contact with your department feel like a welcoming situation?

  6. Augmented Service Generic Service Expected Service Potential Service

  7. Navigating Difficult Waters • What are people expecting from you? • Does it bring you joy? • Do you want it? • Does your students’ success depend on your culture? • How we say “No”. • Officiating

  8. Crafting our message • Consistent • Clear • Constant • Transparent • Informative • How will you do this?

  9. Being our own Advocate • Communicating the wins • Explaining process • Being connected across campus • Putting faces with names • Joy at work

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