From: Lou Seda (lseda@sva.edu)
Date: Tue Nov 19 2002 - 12:07:09 EST
attached mail follows:
Robert,
It goes with the territory. We had a Noel Levitz report done and our office
rating came out like doo-doo.
I decided that all our staff should get customer service training and
orientation. We insert our own " How are we doing" questionnaire with our bills
and the final analysis was that the reason we are unpopular is due to the fact
that our department take their money.
As long your department function deals with the collection of receipts your
will take the brunt of the criticism and petty complaints. Not all our students
and parents are this way. The few that are always complaining make sure that
their complaints are known.
It is lonely out here in The Student Accounts / Bursar's Office
Regards
Louis Seda
Director Of Student Accounts
Robert Neumann wrote:
> 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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