The Importance of Campus Customer Service to Enrollment and Retention

Providing students with a quality education within a mentoring environment has long been a successful practice in higher education. However, treating students as customers is relatively new. Routine interactions play a crucial role in enrollment and retention. To enhance enrollment, retention, and graduation rates, institutions should integrate customer service principles to facilitate students’ decision-making process to enroll and persist. This toolkit explores strategies for institutions to redefine their relationship with students, ensuring that the institution’s commitments are fulfilled from the student’s perspective.