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Customer Service
For some time, excellence in customer service has been vigorously pursued as a strategic business objective by many organisations in the public and private sectors, but it has only recently begun to be identified as a critical success factor in the higher education sector. The huge growth in student numbers,
internationalisation of education, the need to reduce dependence on government funding and the rise of a consumer culture have prompted a need to focus on quality and customer service.
In the past, universities traditionally concentrated on their academic and research programs as the focus for quality activities. Now, that focus is turning to the whole student experience, because it is recognized that students' academic progress and general well being is influenced by the full range of services provided by the university.
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