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Customer Service

Ahh, the long, fought-over debate:  Are students customers?  According to Dictionary.com, a customer is one who purchases or interacts with another person in order to acquire goods or services.  BusinessDictionary.com defines a customer as a party that receives or consumes products, goods, or services and has the ability to choose between them and those who supply them.  So, by definition, your students are customers.

More important than what we call them is what your role is with them.  Your role is primarily to impart knowledge so that they can make a better living, learn a new skill, acquire a higher sense of achievement, or meet some mandated requirement.  In a student-centered classroom it is much easier to do that when you can make them feel welcomed, accepted, and reassured they made the right choice.  The old adage, "no one cares how much you know until they know how much you care" certainly applies.  As you strive to be more student focused, it becomes necessary to critically assess the manner in which students are being approached and the way in which services are being delivered.  It's not just what you do, but how you do it!  This session will discuss the customer perspective and address ways to infuse a sense of service into your role as a teacher.

PD Hours: 4

Course Type

Adult Education and Literacy