EduShare - Higher Ed Blog & News
Does Customer Service Belong In The Classroom?
Just For Faculty..... Justifiably, many faculty grimace when campus leaders use business jargon related to customer service. Learning requires civil discourse, challenging thought exercise, and debate. It’s difficult, if not impossible to think about learning as a transaction where the “customer” is always right. Here are a few small service-related strategies faculty can implement to improve student performance while maintaining an authentic learning environment.
- Use a seating chart in order to learn students’ names. Request class lists from the Registrar’s Office that include student photographs to more easily recognize students early in the semester.
- Administer a short interest survey the first day of class to learn about specific interests or anxiety students may be experiencing.
- Host a voluntary study/question session prior to the first exam.
- Send an email to students who do not perform well on the first exam providing test prep strategies including an invitation to visit during office hours.
Here’s A Sample
I was looking at the exam scores and noticed that you didn’t do as well as expected. Since it’s still early in the semester, now is the time to try and figure out what went wrong and how we can work together to improve your performance. I have some quick questions for you that I’m hoping you’ll be willing to answer for me.
First and most importantly, do you know why you didn’t do well on the exam? Did you read the notes and answer the review objectives? Did you attend class and participate in discussions on a regular basis? Lastly, did you come to office hours or our study session to discuss the material?
With this information, we can figure out what happened and work together so that the rest of the course goes more smoothly! I’ll wait for a response from you.
I enjoy having you in class and am here to mentor you.
This edition of EduShare is designed to show how customer service applies to the classroom.
What service ideas for the classroom are you doing?
Should faculty be expected to do these extra things? Is that realistic or fair given everything else they are responsible for?
So...what do you think? Share your thoughts. Share this blog to keep the conversation going!
Author: Geri Anderson
February 3, 2019