Graduate Student Service in the Modern World

Brett DiMarzoAssociate Director

Office of Graduate Admission

Agenda

• Background• Importance of Service in Today’s

Society• Why it is important for admissions

professionals• Best practices in delivering great

student service• Questions??

Background

• Customer Service Experience– Retail, family owned business

• Student Service Experience– Residential Life– Athletic Department– Financial Aid– Admissions

School Profiles• Suffolk University–Mid-sized university in downtown Boston

(approx. 9,000 total students)– Business, arts & sciences, law– 100+ year history– Professional and career oriented

education

• MGH Institute of Health Professions– Small, health professions grad school

Importance of Service in Today’s Society

“…if someone satisfies customers better than you, no matter what type

of business, you suffer by comparison.”

- taken from Inside the Magic Kingdom by Tom Connellan (1996).

Importance of Service in Today’s Society

• Customer service oriented nation

• Shaping views • The vast

capability of technology

• Online resources, customer service agencies

Importance of Service in Today’s Society

• Managing expectations

• Strategies to deliver high quality service

• All types of businesses and professions

Why it is important for Admissions Professionals

• Prospective student’s (and their family’s) emphasis on service

• Return on investment, especially at the graduate level

• Meeting expectations vs. resources at your disposal

Service Excellence

• In any industry, great service……–makes people feel important– improves communication between the

person and the organization– creates a sense of mutual respect– addresses problems immediately and

can present alternative solutions

Service Pitfalls

• In any industry, a lack of great service…– creates confusion– can make the organization seem

unresponsive– can cause frustration and delay– can lead to additional problems

instead of offering solutions

Best Practices for Excellent Student Service

• Initial greeting can have lasting impression– Phone etiquette–Walk-ins– Emails– Appearance– Attitude

Best Practices for Excellent Student Service

• Listen– Decision card– Follow up with

non-registered students

– DNE survey– Online feedback

Best Practices for Excellent Student Service

• Acknowledge and empathize– Application

processing–Non-traditional

student population–Understanding the

nuances of the student population

Best Practices for Excellent Student Service

• Quality Communication (External)– Email

communication– Online portal

communication– 3rd party

marketing system–Website

Best Practices for Excellent Student Service

• Quality Communication (Internal)– admissions

process for program faculty

– communication with admissions committee

– Open channels between offices

Best Practices for Excellent Student Service

• Patience– Recognize

weight of decision to go to graduate school

– Take the time– Open door

Best Practices for Excellent Student Service

• Constant assessment–Meet regularly– Pay attention to

the details– Yearly review

(retreat)– Data collection

and analysis

Best Practices for Excellent Student Service

• Eliminate hassles– Online

application tools– Frequently

Asked Questions lists

– Resource materials

– Opportunities to offer feedback

Best Practices for Excellent Student Service

• Communicate the heart and soul of your organization

• Every organization is unique in what it does and what it offers

• Find your school’s soul and share with potential students

• What you are and what you are not

Questions??