Communication has to be a two-way street when it comes to student finances.
It is no surprise that the majority of students at Temple share the same sentiment that Student Financial Services isn’t providing the best customer service. Last week on temple-news.com, we asked, “Do you think SFS needs improvement?” Eighty percent responded that SFS is in need of serious improvement of its services and communication between its office and students. While this doesn’t represent all of Temple’s student body, it is fair to say that SFS could seriously improve its customer service and communication.
This week Payne Schroeder reported in “Title” on page # that approximately 8,000 student accounts are being placed on hold pending the approval of their financial aid, barring them from selecting courses for the upcoming semester. While it is the responsibility of the student to ensure that their accounts are current, it is also the responsibility of SFS to clearly communicate student discrepancies.
There should be a strong and reliable dialogue created between SFS and students. The Temple News suggests that students take the time to fill out the customer satisfaction evaluation forms automatically sent to students’ email accounts after each visit. Provide constructive comments that will help SFS better understand how they can service the student body more effectively.
In addition, students need to be proactive about ensuring that their accounts are current. SFS alone can’t be foolproof, thus it is much easier for students to check their accounts for errors rather than waiting for SFS to verify things. Students should fully educate themselves on the processes at SFS. Be sure to keep track of all documents submitted and follow up with issues until they are resolved.