June 26, 2012
Thomas Edison State College
101 West State Street
Trenton, NJ 08608
I wanted to share with you my frustrating experiences I have had while dealing you are college. Every time I needed to speak to someone from your institution it was a dreaded nightmare. First of all, before I could speak to someone I have to wait on hold for at least 20 minutes. Then, it took multiple attempts of being transferred until I got hold of the proper representative to help me. Morris, a TESC student for over two and a half years comments how she is very satisfied with TESC, with one complaint; their lack of efficacy in administrative offices.
At times, I had a quick question I needed an answer for immediately. Yet, to no avail. I had to be stuck waiting and waiting. Additionally when I finally finished my Bachelors and wanted to go onto my masters, I had to wait three months for my BA to arrive at my door. I understand it takes some time to gather the necessary information together; however, it should no way be three months! Why should I have to waste an entire semester of college just because of red tape? The administrator of a partner with Thomas Edison testified that many of her students missed deadlines for important programs due to lack of efficiency in Thomas Edison.
I would like to suggest a couple of options to help better your system. Firstly, you can hire more customer service representatives. However, there is a limit due to high costs. Therefore, I suggest that you should institute a call back option. This tells the callers that they can hang up the phone and when their turn on line comes, they will receive a call back. JCP&L currently has this option and I find this a very helpful and take full advantage of it. This way one is not tied down to the phone for a half hour or so.
Additionally, there should be a faster turnaround time from when all the credits to be evaluated. This will help reduce the stand stills that...