Saturday, April 12

University customer service?

This is a curious case, is this going to be related to a freedom of speech case or a defamation case. Well, this step by the university is frankly silly. Here's the video. Take a look at the comments, what defamatory comments?

On the other hand, students demanding to be like consumers? Absolutely, why ever not? They have paid good money for it and if the offering does not match what was given, then they have a perfectly good right to complain. I would complain as well. If a student has not learnt, a teacher has not taught. And after having had an MBA, having taught in business schools across the world, recruited from several across the world and having been on advisory boards, I firmly believe that business schools should practice what they preach. And Universities should realise that they are running a business.

But why on earth is the university not listening? I will tell you why, because business schools are almost always looked upon as cash cows by the university. They take the money from the business school and use it to pay for the salaries of people who are investigating the Mongolian cultural significance of the Argentinean blue bean. I am joking, of course, but this is fairly typical of what I have seen.

But again, if you are a business (and lets get this very clear, universities are businesses now), this is your customer complaining. What are you doing about it? Threatening your customer with legal action is NOT a great way to improve reputation or getting additional customers.

Also, what the university has forgotten (or is perhaps stuck in the 18th century) that removal of comments does not mean that comments are removed. This episode has now created an internet electronic footprint which will be available every time anybody searches for Anglia Ruskin University. Not good, their internet, student and media management leaves much to be desired (even if their education and teaching management is perfect).

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