Module 10: Customer Service in the Classroom for Optimum Student Retention - Available Now!

Product Overview

The last module discusses the important topic of student retention. It explains the concept of retention and its importance to the student and the school, techniques for meeting student needs, effective communication, considerations in advising students, and strategies in the classroom that can positively affect student retention. The sections included in this module are as follows:

Section 1: Student Retention: An Overview
The service and support that instructors provide to adult learners has a significant impact on whether or not students remain in school. Section 1 provides a general discussion of retention, its importance to the school, and the needs of adult learners. All college personnel play a role in retention, and as those who interface the most frequently and closely with students, the attitudes of instructors and the services they provide are critical to student retention. Section 1 will address the importance of student retention to school accreditation and positive community perceptions of the college and its graduates. Unique issues and barriers that adult students face will be explored.

Section 2: Student Service is Customer Service
Section 2 is dedicated to introducing the concept that student service is truly customer service. In this context, "student service" refers to service that the instructor can provide to students to facilitate their learning experience, versus the formal Student Services Department. Section 2 defines the meaning of customer service in the academic setting and provides suggestions for establishing service-oriented policies in the classroom and in individual contacts.

Section 3: Effective Communication
Section 3 focuses on elements of effective communication and how they contribute to the instructor - student relationship. Aspects of listening, nonverbal, and verbal communication will be applied to communicating with students and barriers to communication will be explored. Lastly, the interdepartmental communication process will be examined from the perspective of it impact on student success and retention.

Section 4: Advising Students
Section 4 explores the advising process. In addition to the traditional role of the advisor as someone who recommends classes and signs off students' registration paperwork, the role of advisor will be considered from the perspective of a mentor who contributes to students' overall development. Prescriptive and developmental approaches to advising will be explored. A variety of techniques and their rationales will be introduced.

Section 5: Expanding Student Services to the Classroom
Section 5 takes the concept of service to students into the group setting of the classroom. Although it may be more difficult to recognize and support individual needs in the classroom, it is possible. Concerns of adult learners affect them in the classroom as well as in other areas of college life. Service to students is only complete when is extends into the classroom. Section 5 will review methods of individualizing the educational experience in the group setting while providing all students with equal attention and learning opportunity.

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