Walden award

Publish date	2007-09-14
Available Articles	Full articles without membership

Walden University has been recognised for best practices in online student services by The Center for Transforming Student Services. Walden’s signature online concierge service, which offers personalised support for students from the time of enrolment until graduation, was highlighted as a model for other institutions to emulate.

Online concierges offer technical support in the online learning environment, guidance through the new student orientation, course and assignment scheduling reminders, and personal assistance in working with other university departments. The customer service helps prepare students to start classes and ensures that the online learning experience is smooth and trouble-free throughout their education at Walden.

“We provide high-touch in today’s high-tech world, by paying careful attention to the step-by-step experience of our students and trying to anticipate their needs every step of the way,” said Vi D. To, executive director of student support and customer service for Walden University.

“We know our students want to focus on learning and can’t waste time getting stuck on technology or logistical challenges. That’s why Walden has built the concierge philosophy of customer service that’s proven so successful.”

The Center for Transforming Student Services (CENTSS), founded in 2005, is a virtual resource for higher education institutions interested in assessing the quality of their student services offered via the Web. This is the second year that CENTSS has cited best practices that institutions, like Walden University, implement to make effective services available over the internet.

Keywords: Walden University, support, assessing.

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