After meeting with my site supervisor, I left with a
tremendous feeling of satisfaction of a job well done. My site supervisor is very motivating and
really enjoys mentoring me. His first
suggestion to my action research plan was to think more in terms of employee
and student satisfaction of customer service and not so much on retention. He said to include retention but not focus on
it. In communicating about certain
offices and departments around campus that are not providing good customer
service, he suggested referring to that groups as “key” offices instead of
“problem” offices.
Our main focus of this meeting was gathering resources for
literary review. I was having moments of
setbacks while researching the topic of customer service in relationship to
higher education. My site supervisor
suggested I utilize Google Scholar instead of regular Google. He showed me a few examples of searches to
conduct. He suggested looking at the
results of the search and select articles that have high cited numbers. Those articles will be key components to my
research. My site supervisor said most
topics have four or five main points and most research will circle back to
those points. My job as a researcher is to decipher what the main points
are. I am to include the business side
of customer service as well as it's relation to higher education setting. My aim is to connect the two worlds in order
to fulfill my research action plan.
Another suggestion my site supervisor made was to utilize
our on campus Assessment office. The
employees in that department are the experts in assessment and evaluation. They will be able to help design
various assessment tools and ways to collect and review data. I will definitely set up a meeting next week
with the Director to get his suggestions and direction for assessment tools.
The utilization of the campus library was another suggestion
my site supervisor made. We have a
resident researcher librarian that will be able to pinpoint journals and
articles to help with my research and literary reviews. I will contact her next week to schedule a
meeting to discuss my topic and needs.
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