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I Don’t Know About You….

February 13, 2013

I don’t know about you, but when I experience poor customer service, especially…especially when I am paying for the service, I tend to get a little bent out of shape. It seems much too often in today’s world that there is a growing indifference to customer satisfaction, which brings me to the purpose of this blog.

It came to my attention the other day while attending a brown bag luncheon on the Findlay campus (where I teach) that a number one complaint of Owens students is that many of our instructors, who teach online, do not respond to student emails in an expeditious manner. I seem to recall that Noel-Levitz consultants reported the same concern.

Certainly, responding to online students in a timely manner,  is one area Owens can improve upon. My thoughts are that if just half of the online instructors commit to answering student emails responsibly, our customer service profile would improve significantly. Please join with me in spreading the word that Owens could perhaps corner the market in becoming known as the college with the best customer service in NW Ohio. On second thought, why not aim for being the college with the best customer service period! By the way…I continue to work on my own online performance.

Marian Moore

Assistant Professor

Social and Behavioral Sciences

 

 

4 Responses to “I Don’t Know About You….”

  1. Pat Jezak Says:

    Good reminder for all of us. The Noel-Levitz customer service training was very worthwhile and I especially enjoyed our small group discussions with Amy Giordano, who is a wonderful role model in customer service. Thank you!

  2. Thomas Perin Says:

    I couldn’t agree more with Marion’s comments. The Higher Learning Commission continues to emphasize the importance of giving feedback and communicating with our students on a regular basis in distance education. This in turn comes from the Department of Education. That then would indicate the level of importance and attention this topic is getting. As Marion says, it’s an area that has opportunity for improvement.

  3. SF Says:

    This is so important and it should not stop with the instructors. This should be a common goal for everyone involved in Owens.

  4. Lorry Cology Says:

    I totally agree! Not only in web courses but all student email needs to be addressed promptly.
    Note for other departments: The Social and Behavioral Sciences Department has added an ‘expected response time’ section to the syllabi in all courses. So we have a section that says something like, “If you send me email expect a response within 24 hours during weekdays and 48 hours during weekends.” The instructor chooses the response time but we are required to specify it for the students.

    Note that some students who are glued to their communication devices 24/7 expect instant replies. I have students send multiple emails when I don’t respond within a half hour! We need to balance a prompt response with realistic expectations.

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