A Delicate Balance: Academic Advising in the Age of Customer Service

Document Type

Conference Proceeding

Publication Date


Originally Published In

NACADA 2015 International Conference


As student retention becomes an ever-increasing priority for universities world-wide, Academic Advisors are assuming more and more responsibility in improving retention rates. With ubiquitous focus on student assistance and satisfaction, Advisors are being called on to act in both academic and customer-service capacities. While these two focuses can initially seem at odds with each other, academic advising and customer-service skills can be synthesized to work as one. This presentation will overview the changes advising has faced as retention rates have become a major priority in higher education and also highlight advising techniques used at Walden University, an on-line, for-profit school with students based all over the world.



Resources and References for Delicate Balance.pdf (121 kB)
References for Presentation