These are two different people that need to be replied too. Please provide a ref

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These are two different people that need to be replied too. Please provide a reference or two for each person.
Madeline
In order for a student to feel valued and part of the institution they attend, there must be excellent customer service. Over the years, higher education has become a marketplace, and students are the consumers. Therefore, if the student is not receiving quality service, the chances of them not continuing at the institution are higher. This is what the article, Student Engagement Depends on How Well They Are Served In and Out of the Classroom(Newman, 2017) is about. The author explains how transcendental the role of the professor is in a classroom and how their work can be classified as positive or negative customer service depending on how the student sees it. Newman gave the example of his algebra professor and how his intentionality and dedication help students understand the class. His professor went above and beyond to tutor the students and helped them succeed. As a result, the author explains how customer service can make the difference in a higher education institution. Through appropriate customer service, the students can feel true engagement in and out of the classroom. Hence, the author finished his article by acknowledging that excellent customer service in higher institutions starts when the students want to attend the university and the employees want to work there as well.
The argument presented by Newman in his article is highly accurate. Students must feel valued by professors and staff. Furthermore, professors must have the commitment to engage the students in their classes and to help them in whatever way is necessary so that they can succeed. This will allow students to have the desire to continue studying and even do everything possible to finish their degree. Buskirk-Cohen and Plants (2019) emphasized that positive faculty members’ interactions can lead to improved students’ academic performance, reducing stress and increasing university retention rates. Overall, for higher education institutions to succeed and improve their retention rates, they must be intentional in creating an excellent customer service program where every student feels valued. It will take every leader, faculty and staff to work towards offering an outstanding customer service experience for their clients, the students.
Gabriel
Dr. Neal Raisman wrote the article “‘Call backs- The Right Way to Get Back to Students.” The article explains that when you give someone specifics that you need to follow through. If you know you will not have an answer for someone then you should not promise that you will have one to deliver. In the article he lists six points for proper call backs. If you are not sure when you will have an answer, then you need to be straightforward with that. The article states that what’s worse than delivering poor service is promising great service and then not delivering that either. If a student reaches out for help from you, they are already in a vulnerable position and want a resolution,
I agree with this concept explained in the article. I believe that communication is a huge factor and helps build relationships. Once you have dropped the ball on the communication you have also severed the relationship with the student. Students want and need to feel supported, and this is the perfect example. If they cannot rely on you, they begin to lose interest. Great service does matter as it will keep the customer/students returning, higher satisfaction, and could increase retention/ new students. It is much easier to keep one student rather than searching for a new one. If a college needs to improve their customer service, they may need to change their campus culture. Having good customer service takes time and commitment, but it is also important. Excellent customer service in higher education can boost college retention rates up to 20% (Carey, 2024). Institutions should do what it takes in order to create loyal students and positive experiences for the students themselves and the parents of the students as well. I think that Dr. Raisman made perfect points with his article.

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