Reference no: EM13830623

The Nontechy Solution

Monika specifically timed her visit to the Sociology Department for a quiet day before winter classes began.  As a 19-year-old student at a well-regarded private university, Monika was gathering information about various majors and sociology sounded interesting.  She had completed most of her general education courses and had a 3.8 grade point average.

It was 10 a.m. when she respectfully entered the department office.  A middle-aged woman was typing something in a computer and did not look up.  After about 30 seconds of standing at the receptionist's desk, Monika cleared her throat and asked "Can I get some information about majoring in Sociology?"

The woman never even looked up. Instead, she pointed to a bulletin board and resumed typing.  Feeling chastened, Monika apologized for interrupting her, and went to the bulletin board, feeling awkward and a bit embarrassed.  On the board, she found pages that had been clipped from the university catalog (which she had already read) and a few pictures of professors in the department, but little additional information.  After her rude reception, she decided to not even ask for an appointment with a n academic advisor "I guess they aren't really attracting students into their program, "she said to herself.  She left and never again returned to that office.

Please address the following points:

• 1. In what ways did the department miss an opportunity to create a positive relationship with a potential customer?
• 2. If you were the department chair and had observed this situation, what would you do? (Assume that the success of the department depends on attracting good students.
• 3. How could the department move onward exceeding student expectations regarding the information it provides? Come up with some creative ideas.