One of the major issues facing recruiters and admissions officers today is institutions' inability to meet students' customer service needs. According to a 2003 study by Dr. Neal Raisman, up to 12 percent of potential student population is lost because of poor customer service during campus visits.

In this 90-minute audio conference, Dr. Raisman discusses the principles and values of customer service and how to put them in place at your institution to improve both recruitment and retention.

Dr. Raisman covers:

• What exactly does the term "customer service in higher education" mean and how is it different than in the retail world?
• What can you do to improve customer service in the recruitment process?
• What are some areas where colleges may unknowingly provide poor customer service?
• How do you get other people on campus behind the idea of customer service to build a campuswide customer service attitude?
• Why the customer isn't always right in higher education