Academic Advocates: Customer Service in Higher Education

Customer service often takes a back seat in the process of higher ed recruitment. 

Every interaction with a prospective student is crucial to how they view your institution.

This means staying up-to-date, trying new tactics, and being intentional about your customer service philosophy.

Above all else, consistency is key to maintaining mindful and constructive interactions. 

Getting our conversation started is Brett DiMarzo, the Director of Graduate Enrollment Digital Strategy at Boston College. Brett breaks down the importance of crafting a customer service philosophy and the five key steps to doing so. 

In this episode, we delve into the consistency and care of customer service.

Join us as we discuss:

• [3:24] Is customer service overlooked in higher education?

• [14:36] Technological enhancements

• [23:51] The five essential steps of customer service

Check out these resources we mentioned during the podcast:

• The Experience Economy by Joseph Pine and James Gilmore

• brett.dimarzo@bc.edu

To hear this interview and many more like it, subscribe on Apple Podcasts, Spotify, or our website, or search for The Higher Ed Marketer in your favorite podcast player.

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