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Message consistency has been a foundational theme for Jay Jacobs in his role as Director of Enrollment Management and Admission Operations at the University of Miami. This principle has applied to both working with the 30-person staff he oversees and communicating with prospective students, with one key metric in mind above all. "One of the top priorities since I started here in 2016, in everything we do, has been 'How will this project improve our yield rate?'" Jacobs said. Jacobs always knew he wanted to work in university admissions, and has experience in admissions counseling. But he said his involvement on the operations side for much of his career has opened his eyes to how sound business practices can improve recruitment and enrollment strategies. "It also has taught me a lot about how collaboration among teams contributes to the overall success of the university, and how important customer service is, even at the front end," he said. "Customer service in higher education is a somewhat controversial term," he added. However, "You need to treat students as they wish to be treated. Students today expect instantaneous processing, and that's with our staff often going through fi

Who reads Collaboration, Customer Service Boost Overall Success?

Author

Gary Enos

Publisher

Wiley (John Wiley & Sons); Wiley (ISSN 1098-5166)

Published

2020

Language

EN

Field

Social Sciences