December 3, 2012

Academic Customer Service Shouldn’t be a Dirty Word

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Earlier this year, we kicked off the semester with a faculty development workshop on academic customer service. Academic customer service is a hot and contentious topic on many college campuses, with faculty often reeling at the suggestion that students are customers (and therefore “always right”) or that education is a product intended for consumption. The feedback from our session in August was prickly and some of the comments demonstrated that we were in worse shape than I imagined.


September 5, 2008

Understanding Conflicts with Students

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Sometimes we get into it with students. Most often it involves grades, exams, and excuses. And most often, at least from our perspective, the students don’t have a case. The grade is fair, the exam contains predictable content, and the offered excuse is lame. We dismiss the complaint and deny that a problem exists. And most of the time we are right, at least from our perspective. But how do these conflicts look from the student side?