Customer Service in Classrooms
Posted by Doug in Business at 1:36 pm Costumer Service perspectives actually apply to most if not all of the business and social institutions at work in society. On a college campus or even high school, costumer service techniques are extremely beneficial to the classroom. Instructors and become trapped in a power struggle with a student, brought on either by themselves or the student, and engaging or elevating the struggle rarely produces a positive or mutually satisfying result. Steve Barbarich is extremely aware of the need for excellent costumer service and makes every effort to guarantee satisfaction both with product and the purchase experience. In an academic setting this would be manifested both in the student’s appreciation for the material studied as well as the learning experience itself.
To ensure a positive experience, or at least a fair one for the student, and one that should remain free from grievance procedures against a professor or instructor, many universities have issue protocol guidelines in place to help prevent irreconcilable conflict. One of the items on many lists is to avoid developing a teaching structure that can encourage a power struggle with the student. If one insists on entering into this dynamic, it will be extremely detrimental to the learning process. In addition, instructors should not let the student manipulate their way into a struggle for power on their end.
Other aspects of maintaining a productive and satisfying relationship with students, who it must be remembered are the paying consumers in the educational context, include validating the student’s concerns if and when they arise. This does not mean that a change in syllabus or specific assignment must take place, but simply validating that the student has a concern that must be addressed is often the only step necessary to correct it. Another important tool is to address issues or conflicts with the student in a private room, away from the rest of the class. This will prevent the student from feeling embarrassed or ashamed in front of other students, and also it will prevent them from acting out to perform in front of the their peers.
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