student | Customer Service Solutions, Inc.

Prep Enough to Personalize - 4/15/25


Everybody loves Howie.  He is an account rep for the local air conditioning and heating company.  When I say Everybody loves Howie, I’m definitely talking about the customers.  His co-workers love him too, but customers are especially fond of him.  They seem to really enjoy their conversations with him, Read more

Get Your Customers to Brag, Not Bolt - 4/8/25


Here are two customer retention concepts that we discuss with some sports clients: BIRG and CORF.  BIRG is Basking In Reflected Glory.  CORF is Cutting Off Reflected Failure. You want BIRG.  You want the customers feeling so good about your organization that they want to be a part of your Read more

Narrow Your Focus to Seek Excellence - 4/1/25


You’ve probably heard companies use phrases such as: “We want to go from being good to great.”  Maybe they’ve said: “We strive for perfection, and although we’ll never reach perfection, maybe we can achieve excellence along the way.” These organizations find some kind of a catch phrase or slogan, but Read more

Avoid the Unfriendly Ghost - 3/25/25


Last week we talked about the qualities of “PERKI Customer Service,” essentially what attitudes and actions are characteristics of those who provide great customer service.  This week, let’s take the opposite approach.  What are some of the mistakes that people make?  Maybe these are mistakes of omission or commission; Read more

PERKI Customer Service - 3/18/25


After having worked on hundreds of projects over the years with thousands of thousands of individuals, some things become pretty clear. There are certain traits held by people who are great in customer service.  Look at this list, and do a self-assessment.  Which apply to you? Positive and Patient Do you Read more

It Helps to Downshift - 3/11/25


One of the first tips I heard when I was learning how to drive related to what to do when the brakes fail - downshift.  Shifting into a lower gear can slow down a moving vehicle.  I would explain this in technical terms to you, but considering I’m not Read more

Patience is… - 3/4/25


Patience is a…pain in the neck.  Why is it so hard to be patient?  Those of us who work in customer service know that we constantly have to show patience with our customers.  We’re ready to move to the next step or the solution because we’ve heard this issue Read more

Everybody Doesn’t - 2/25/25


Joey received the compliment, but he was confused.  Paula, his boss, and Joey had their monthly one-on-one meeting, and Paula noted that, although he was new, Joey was already doing a great job!  While there were learning curves on some of the organizational policies and the technology that he Read more

A Simple Phrase to Transform Your Customer Feedback Approach - 2/18/25


I went to a restaurant called Big Ed’s (no relation) in Raleigh, NC recently.  It’s basically country cooking with fantastic breakfast options!  On the menu there was a quote that said: If you enjoyed your meal, tell a friend.  If not, please tell us. That was an excellent statement that embodies Read more

What Phones and Football Have in Common - 2/11/25


Congratulations!  You made it through weeks/months of hype for football’s Super Bowl!  You made it through hundreds of pregame shows and podcasts, endless debates on things endlessly inconsequential, 10 hours of pre-game shows on Sunday, what seems like 100 commercials designed specifically for the “Big Game,” and the longest Read more

Student Success Government-Style

Posted on in Business Advice, Education, Government Please leave a comment

Jerry Brown is all about Student Success…or is he?

In late September, California Governor Jerry Brown signed the Student Success Act of 2012. According to a press release from the California Community Colleges Chancellor’s Office, there are four major provisions:

  • Target “existing student services resources to support orientation, assessment and education planning services and lays the groundwork to expand these services as more resources become available.”
  • “Utilize a statewide system of common assessment once available, to improve consistency and efficiency within the 112-campus system.”
  • “Require colleges…to post a student success scorecard to clearly communicate progress in improving completion rates for all students and closing the achievement gap.”
  • “Require students whose fees are waived because of their economic need to meet minimum academic standards.”

If we wanted to break these down such that they apply to any college, the focus is on:

  • Ensuring first year students have a plan, knowledge, and comfort level to be successful.
  • More consistently assessing students.
  • Posting college performance metrics.
  • Expecting performance from students receiving funding.

The good of this Act is that it focuses on upfront orientation/education, transparency, competitiveness, consistency, and accountability.

The main negative is that it only does one thing that promotes Student Success – that upfront orientation and planning. That’s not necessarily a shortcoming of the Act, but it’s the reality of Student Success. Government cannot mandate or create Student Success. They can try to influence it with regulations, bills, or funding. But it’s up to the college and the student to create the Success.

And that Student Success relies on an organization truly understanding what helps each unique student to complete their education. That solution is unique to each college and each student.

So colleges may embrace these types of legislation, but the real results come from the internal process, cultural, programmatic, structural, and relationship-oriented changes that the colleges undertake.

Don’t blame or give too much credit to government for Student Success. It takes a college and its students moving toward the same goals to truly create Student Success.

Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/

Listen to our latest podcast episode of “Stepping Up Service” on The MESH Network at http://themesh.tv/stepping-up-service/

Interested in improving your company’s customer service? See more at our new website! http://www.cssamerica.com/