b1Bank Library: Customer Service Readings: Home

Students As Customers

Thoughts on the current trend to refer to students as our "customers." Some for, some against.

The Academic As Service Provider: Is the Customer "Always Right"?
Journal of Higher Education Policy & Management, November 1999
Identifying the Needs of Customers in Higher Education
Education, Spring 2007
Point of Contact Power: The Importance of Servicing Students as Customers
Marketing Management Association Annual Conference Proceedings, 2006
"Customer" is Not a "Dirty Word", Says University Executive
Times Higher Education, September 1, 2016
You Pays Yer Money...
Times Higher Education Supplement, September 29, 2006
The University of the Customer
Chronicle of Higher Education, October 22, 2010
When Customer Service Really Matters
Chronicle of Higher Education, December 14, 2012

Specific Customer Service Examples

Many of these are higher education specific. They all relate to customer service within a specific department or among a specific group of people. May have takeaways we could apply to the entire institution.

Improving the Customer Service Aspect of AP
Managing Accounts Payable, June 2005
IT as a Service: Taking Care of Business
InfoWorld, March 5, 2007
Helping the Help Desk
University Business, March 2009
Value-Added University Services: The Importance of On-Campus Recreational Facilities
Services Marketing Quarterly, Jan-Mar, 2016
Relationships and Reciprocality in Student and Academic Services
Journal of Higher Education Policy & Management, May 2008
The Key to a Successful Help Desk
Chronicle of Higher Education, November 9, 2007
Service Centre's Offering is One-Stop
Finance Week, May 11, 2005
Need That Class, Desperately? The Course Concierge Will See You Now
Chronicle of Higher Education, February 26, 2010
What a University Can Learn From Wegmans
Chronicle of Higher Education, August 5, 2016

Benchmarking/Assessment of Customer Service Strategies

Mystery Callers with Shop Staff
Times Higher Education Supplement, January 5, 2007
Customer Satisfaction: Keeping Tabs on the Issues that Matter
Total Quality Management, January 2001
The Challenges and Opportunities of Measuring the User Experience.
Journal of Usability Studies, November 2016
Benchmark to Improve Service
Electric Light & Power, September/October 2007
Delivering Excellent Services: Lessons from the Best Firms
California Management Review, Fall 2001
Don't Stop at Just Good Work; Make It Your Best
Business Journal (Central New York), February 14, 2003
Customer Service Belongs in Today's Learning Community
Women in Higher Education, March 2012
Learning Probe: Benchmarking for Excellence. Questionnaire. Second Edition
January 2002
A Case for Benchmarking Customer Service Quality in Tourism and Leisure Services
Australian Voice, 2006
Time to Recalibrate the Benchmark
e.learning age, July/August 2010
Service Excellence in the Laboratory: Considerations for Service, Efficiency, Growth, and Public Relations
MLO: Medical Laboratory Observer, October 2017
Achieving Service Excellence by Design: The Organizational Alignment Audit
Business Communication Quarterly, June 2008

Hiring People with/Training Customer Service Skills

Best Practices for Selecting Potential Employees for Customer Service Jobs: What Really Works in Cross Cultural Settings?
Summer Internet Proceedings, June 2009
Training Engaged Student Employees: A Small College Library Experience
College & Undergraduate Libraries 2016

Customer Service Readings

Students As Customers

Specific Customer Service Examples

Benchmarking/Assessment of Customer Service Strategies

Hiring People with/Training Customer Service Skills

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