The Competitive Advantage : Client Service / Linda G. Leffel and Karen B. DeBord.

The adult education literature contains a considerable amount of research on and discussion of client service in the marketing process, management and staff roles in service- and product-oriented businesses, and the importance of client service and service quality to survival in the marketplace. By...

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Bibliographic Details
Main Authors: Leffel, Linda G.
DeBord, Karen B. (Author)
Language:English
Published: [Place of publication not identified] : Distributed by ERIC Clearinghouse, 1988.
Subjects:
Genre:
Physical Description:23 pages
Format: Microfilm Book
Description
Summary:
The adult education literature contains a considerable amount of research on and discussion of client service in the marketing process, management and staff roles in service- and product-oriented businesses, and the importance of client service and service quality to survival in the marketplace. By applying the principles of client-oriented service, Virginia Tech (Virginia Polytechnic Institute and State University) has undertaken a comprehensive project to improve its continuing education program. This program improvement process has included looking at environmental trends, reviewing competitors, establishing the program's current functioning with direction for the future, and planning a strategy to reach program goals. The methodologies used have included written questionnaires, focus group interviews, personal and telephone interviews, and a literature review. As a result of the information gathered, the program's capabilities and staff training efforts have been expanded and several new client services have been added. Training materials were obtained and training workshops on various client services were held for the staff involved in serving continuing education students, including administrators, faculty, and all hotel and operating services staff. (MN)
Note:ERIC Note: Paper presented at the Annual Meeting of the American Association for Adult and Continuing Education (Tulsa, OK, October 31-November 5, 1988).
Educational level discussed: Adult Education.
Educational level discussed: Postsecondary Education.
Educational level discussed: Two Year Colleges.
Microform.
Call Number:ED300628 Microfiche
Reproduction Note:
Microfiche. [Washington D.C.]: ERIC Clearinghouse microfiches : positive.