Students expect quick, friendly and helpful advice when theycall campus services.
University of Memphis students said that's normally what theyget, but some said their expectations sometimes go unfulfilled.
Student responses to The Daily Helmsman's questions about campuscustomer service from departments like the Academic CounselingUnit, Career and Employment Services, Financial Aid and othercampus services ranged from absolutely pleased to down rightfrustrated.
Tamara Washington, a freshman broadcast journalism major, saidher adviser at the Academic Counseling Unit did not give her theright guidance in choosing her classes.
"When you are a parent of two and a bus rider, 12 hours is notfor you," she said.
If students are undecided about their major, the CareerCounseling Unit is the next logical step, because it helps withindividualized career exploration and planning.
"(Career Counseling) did their best," said Madeline Matheng, anundecided sophomore, but added that if the unit gave morepersonalized service, it could have helped her choose a major.
Multiple calls by The Daily Helmsman to the Academic CounselingUnit and Undergraduate Academic Services that oversees the CareerCounseling Unit were not returned.
The sentiments from Matheng and Washington about sometimesimpersonal service is not unusual -- 64 percent of college studentssaid they preferred some kind of personal contact when using theircollege student services, according to Student Monitor, a collegepolling company.
Some student services departments do not use automated phonemenus because many students often don't know what questions to ask,said Susan Te Paskey, Student Disability Services director. SDSdoes is among those offices that provide personal assistance toeach caller.
Although using an automated phone menu does save a departmentthe money required to hire a receptionist, there are some campusservices that would prove dangerous if reliant on computerizedcustomer service.
University of Memphis Police Services has an emergency numberthat is not connected to any voice mail or recording, said BruceHarber, director of Public Safety. The department has a live personanswering the phone 24 hours a day, seven days a week.
Harber said incoming emergency calls are recorded "to check ifwe dropped the ball," adding they have not had any complaints abouttheir response time.
Another service that is frequented by students is the UniversityBookstore, which was generally given a fair rating by thoseinterviewed.
According to bookstore officials, the best way for students toget their questions answered about availability and prices is topersonally visit the store. Though the University Bookstore has aquick response time when answering questions via telephone, it hasa policy of not quoting textbook prices over the phone, said BethCain, store manager.
The policy is needed because the price of books change "fasterthan you think," said Cain, adding that insistent callers may get aprice estimate after asking to speak to a manager. It's in thediscretion of the manager," Cain said.
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Most often used campus studentservices:
Academic Advising 678-2062 Bookstore 678-2011 Bursar 678-2058 Financial Aid 678-4825 Health Services 678-2287 Police Services Emergency Line 678-HELP(4357) Student Disability Services 678-2880 Student Employment and Career Counseling 678-2239 |
