University Business - November/December 2011 - (Page 44)

Customer solutions Center Pueblo Community College Service Time C ollege Can be tough enough for traditional students. For those enrolled at community colleges, who often have less academic preparation and face added pressures from having to work to pay for school, the pathway to success can be even more daunting. “In the community college system, we have open access, which means that any student who desires to come to us can,” says Patty erjavec, president of Pueblo Community College (Colo.). “but keeping those students is a challenge, and graduating those students is a challenge.” under such circumstances, the most innocuous obstacle can be enough to cause a student to throw up his hands and walk away. at PCC, those obstacles were found more and more in customer service areas, with students complaining about long lines at offices and lengthy stretches on hold just to get basic questions answered. “It’s easy for them to give up,” erjavec notes. “Part of our job is to make sure our students find value in going that extra mile to get their educa- The Customer Solutions Center is a place where students can count on getting quick answers to their billing and financial aid questions. tion and to complete it.” Worried that frustrated students would be driven away for good, PCC dispatched administrators to an are kind of an intermediary, if you will, a front line to answering offsite management training program, where they researched students’ questions.” how other institutions were dealing with similar administrative departments report accomplishissues and learned best practices in higher educa- Eliminating long ing more because they deal with far fewer pop-ins tion customer service. They returned to campus lines and lengthy and phone calls from students. and the students and formed a multidisciplinary team that develhold times turned seem happier, with 85 percent calling themselves oped and established a new unit to address these “satisfied” or “highly satisfied” in customer service a student body most fundamental of concerns. surveys conducted not long after the fall 2011 semesPueblo’s Customer Solutions Center consoli- happier ... and, ter got underway. dated the work of many student-facing areas into Pueblo has big plans for the CSC, according to administrators a single place where answers could be provided erjavec, who reports that the increased emphasis on quickly and efficiently. From paying their tuition hope, more likely customer service is being applied not only to new to getting answers to financial aid questions to reg- to complete their and current students, but also to those who may have istering for classes, students have a one-stop option been driven away by prior bad experiences. degree. to handle the nitty-gritty administrative details in one example of enhanced service is this: “Since a more timely fashion than ever before. school has started, the Customer Solutions Center “We developed the Customer Solution Center as a means has now called every student that was enrolled in the spring who to improve customer service, better serve our students, and didn’t graduate and who did not return,” she says, “so that we can make sure that their first experience at Pueblo Community identify why a student didn’t return and what we can be doing, College is a healthy, positive experience,” erjavec says. “They what steps we can take, to get them back here.” 44 | November/December 2011 universitybusiness.com http://www.universitybusiness.com

Table of Contents for the Digital Edition of University Business - November/December 2011

University Business - November/December 2011
Contents
Editor's Note
College Index
Ad Index
Behind the News
Financial Aid
Viewpoint
Education Gateways
Models of Efficiency
Business Intelligence Gets Smarter
Internet Technology
Independent Outlook
End Note

University Business - November/December 2011

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