In our world, where students take online classes and instructors teach online, the concept of customer service can get lost because of the missing face-to-face interaction.
One way Globe University-Online sets itself apart from other online universities is by providing our students with what is known as Academic Customer Service. Take a look at how one of our faculty members, Heather Thomton-Stockman, was able to provide a student with the support and motivation he needed during a frantic situation:
It’s Saturday afternoon and an instructor receives a frantic call from a student feeling overwhelmed about the upcoming assignment:
Instructor Response: “He left me a voice mail and I could tell in his voice a phone conversation was needed right then. Despite it being a Saturday afternoon, despite the fact that my kids were running around being loud boys and having fun, and despite the fact that my student was worrying about an assignment that wasn’t due for a few weeks, I quickly put my husband in charge of the kids, grabbed the phone, and went into another room to connect with my student. I asked if he minded having a conversation with the loudness of my house in the background, his response was a quick and grateful “yes, now is a great time to talk, thank you!” In a matter of 5 minutes, I was able to reassure him that he was approaching the assignment correctly, I was able to clarify some of the course concepts for him, and most importantly, I was able to motivate him to stay focused on the task at hand rather than be discouraged about his education in general.”
Remember, our faculty is here to help you succeed in your classes! As a student, you should never underestimate the power of asking for help. Sometimes you may get more than you expected!