CREATING CUSTOMER DELIGHT

''Creating Customer Delight'' challenges the basic assumptions about h ow to provide quality customer service. The author suggests that admis sion officers interested in improving service should focus on creating customer delight rather than satisfaction, studying the system when t hings go wrong rather than searching for someone to blame, establishin g the well-being of employees as the highest priority of the organizat ion, providing the necessary tools and training for employees to exper ience success in their jobs, and making a long-term commitment to chan ging the office culture rather than seeking a quick fix. Many ideas in this article were presented at the 1994 AACRAO Annual Meeting in a se ssion titled, ''TQM and Enrollment Management in Small Colleges.'' The session was selected as the ''Best Presentation'' at the Annual Meeti ng.