From: Betty Kroniser (bkroniser@ppc.edu)
Date: Tue Nov 19 2002 - 11:50:29 EST
I agree with you. It seems "not customer friendly" to have cut and dry
rules. Many more students are requesting exceptions and expect the Student
Accounts Office to be the responsible party whenever something goes against
them, - (i.e. we didn't send them a bill - so why should we expect an
on-time payment or they never attended class - so why didn't we adjust their
charges accordingly). It does make our jobs very difficult because we don't
feel like we have any control over our jobs and department policies. It
seems as if the exception is the rule more and more each year.
Point Park College is a private 4-year urban college with approx 3,000
students (over 50% are non-traditional or part-time)
I would like to know how other colleges handle the training of their student
accounts (cashiering) staff to handle these customers. I want to design a
training program for my staff so that hopefully some of the stress can be
reduced for them.
Any suggestions or assistance would be greatly appreciated.
Betty Kroniser
Director Student Accounts
Point Park College
bkroniser@ppc.edu
-----Original Message-----
From: Robert Neumann [mailto:Neumann@nku.edu]
Sent: Tuesday, November 19, 2002 10:15 AM
To: bursar-l@virginia.edu
Subject: Student Behavior
Dear Colleagues:
I am hoping my peers in Student Accounts / Bursar land can help set my mind
at ease. It seems that with every year it gets harder and harder to have
students understand the meaning of "no". No matter how pleasant we try to
be in getting the student to understand they must be accountable for their
student account we are constantly accused of being rude. Maybe I've been
in this business too long and look at things with rose colored glasses but
my belief is that offices such as mine have never been more flexible and
willing to work with students. With automation and streamlining a number of
business processes we are able to give students a level of service that
would have been unimaginable several years ago.
Here is a little info about us:
Public institution with enrollment of 14,000 students.
Tuition is due the first day classes of each semester.
Non paying students are canceled five weeks into the semester.
Financial assistance is mailed to students six days prior to the first
day of class.
Institutional payment plan with three installments is offered.
Students have the ability to register classes, register vehicles, pay
tuition on-line.
Please share your thoughts and experiences.
Robert Neumann
Director
Bursar Operations
Northern Kentucky University
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