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The “Wow” Factor:Applying the Ritz-Carlton Customer Service Model to Academic AdvisingSample Email Templates and InformationKelly RoyFlorida Atlantic UniversityThe following templates and information offer a quick and easy way for advisors to compose thoroughand informative emails to students. In addition to extraordinary advising sessions, well written emailsare another way in which advisors can provide a “wow” experience to students. One can simply copyand paste the templates and information that are applicable for a specific student, and then makeadjustments as needed.Follow Up Email from Phone Advising Session:Dear Student,Per our phone conversation, here is a recap of what was discussed: Missing transcripts - Please be sure to have a paper copy (not electronic) of your final transcriptfrom (school) sent to FAU once your AA degree has been awarded. You are interested in pursuing the accounting major. You are currently declared as pre-business,and will be able to declare your accounting major once the following conditions have been met:60 credits, 2.5 FAU GPA, and all pre-business courses completed. See that attached AccountingProgram Sheet for the full outline of requirements. Spring 2015 recommended courses:o ECO 2013 – Macroeconomicso ACG 2021 – Accounting I (Financial)o MAC 2233 – Methods of Calculus or STA 2023 – Introductory Statisticso MAN 3025 – Management and Organizational Behavior or BUL 4421 – Business Law I Potential Summer 2015 courses:o ACG 2071 – Accounting II (Managerial) (recommended)o MAC 2233 or STA 2023 (whichever one you don’t take in the spring) (recommended)o MAN 3025 or BUL 4421 (whichever one you don’t take in the spring) Foreign Language Admissions Requirement (FLENT) - If you passed 2 years of the same foreignlanguage in high school, that will satisfy the foreign language admissions requirement. Pleasecontact your High School to have an official transcript sent to FAU. Otherwise, you will be
required to complete the 2nd semester or higher of a foreign language at FAU or provecompetency in a foreign language in order to graduate. Accounting Competency Exam (ACCE) – The ACCE must be passed before you can take upperdivision accounting courses. It is based on the first 5 chapters of Accounting I and can be takenany time after you complete the ACG 2021 course. A score of 70% (21 out of 30) is required topass the exam. You can find more information about it here: pAdditionally, there is a free Study Guide/Test Review available on blackboard. Here is how youcan find it:o Select the “Courses” tabo Select the “College of Business” foldero Select “COB ACER” from the list of course optionso Select “enroll”, then “submit” on the following page Transfer Orientation Hold – This hold will be removed upon completion of the in-person oronline orientation. You will not be able to register for classes until this hold is removed.For orientation questions, please contact:Office of New Student OrientationLocation: Student Union Building, Room 204Phone: 561-297-2733Email: orientme@fau.edu Immunization Hold – You must submit all of your immunization records to the ImmunizationOffice in order to have this hold removed. You will not be able to register for classes until thishold is removed.For immunization questions, please contact:Immunization OfficeLocation: Student Support Services Building (SU-80), Room 114Phone: 561-297-0049 Veteran’s Affairs – The VA representative should be able to guide you through whicheverprocesses/paperwork is necessary to receive your GI Bill benefits at FAU.For Veteran’s Affairs questions, please contact:Office of Military & Veteran’s AffairsLocation: Student Services Building (SSB #8), Room 229Phone: 561-297-3540I hope this helps. Please let me know if you have any questions or concerns.Best,Kelly
Fully Online Course Registration ErrorsDear (Student),Registration for fully online courses is restricted to students who are declared in the fully onlineprogram. Fully online students get preference for these courses, however the courses open totraditional students for registration on (date) for the (semester). You may try to register for the coursesat that time. I recommend that you register for alternate courses or sections in the meantime, as thereis no guarantee that any seats will be available in the fully online sections when they open to traditionalstudents.Please let me know if you have any questions or concerns.Best,KellyApplication for DegreeDear (Student),Your Application for Degree for (semester & year) graduation has been processed and sent to theRegistrar’s Office. You will be receiving correspondence from the Registrar’s and/or Graduation Officessometime in the next few months. Please check your email frequently, and be sure to reply to anycorrespondence regarding graduation and the commencement ceremony.Please let me know if you have any questions or concerns.Best,KellyGraduation AuditDear (Student),Attached is a copy of your Graduation Audit for your review. As a reminder, you must submit yourApplication for Degree, also attached, within the first 3 weeks of the semester in which you intend tograduate. The application deadline for (semester & year) is (date).Please let me know if you have any questions or concerns.Best,Kelly
Foreign Language RequirementsDear (Student),All FAU students are required to have passed at least 2 years of the same foreign language in highschool. If this requirement is not met upon admission, then the student must pass the 2nd semester orhigher of a foreign language at FAU. This requirement is called FLENT: Foreign Language Entrance. HighSchool transcripts reflecting the completed foreign language must be submitted to FAU to satisfy therequirement.Completion of foreign language at the college level is only required for 2 majors within the College ofBusiness: International Business & Trade and General Economics. This requirement is called FLEX:Foreign Language Exit.Please let me know if you have any questions or concerns.Best,Kelly3rd Attempt RequestDear (Student),Your request to attempt (course) for a 3rd time in (semester) has been approved. I have provided anoverride for you to be able to register for the course.Please let me know if you have any questions or concerns.Best,KellyCommons Holds Account Balance Hold – This hold means that you have a balance due either from previoussemester’s courses, parking tickets, or an on campus service such as the health center. You willnot be able to register for classes until this hold is removed.For account balance questions, please contact:Office of the Controller – Student Financial ServicesLocation: Student Support Services Building (SU-80), Room 130Phone: 561-297-6101Email: webcontroller@fau.edu Transfer Orientation Hold – This hold will be removed upon completion of the in-person oronline orientation. You will not be able to register for classes until this hold is removed.For orientation questions, please contact:
Office of New Student OrientationLocation: Student Union Building, Room 204Phone: 561-297-2733Email: orientme@fau.edu Orientation Advising Hold – This hold will be removed once you have been advised for theupcoming semester. You can be advised either before, during, or after you complete yourorientation, though it’s recommended that you be advised during your orientation. You will notbe able to register for classes until this hold is removed.For advising questions, please contact:Student Academic ServicesCollege of BusinessLocation: Fleming West Building (FW-23), Room 102Phone: 561-297-256Email: COBadvising@fau.edu Immunization Hold – You must submit all of your immunization records to the ImmunizationOffice in order to have this hold removed. You will not be able to register for classes until thishold is removed.For immunization questions, please contact:Immunization OfficeLocation: Student Support Services Building (SU-80), Room 114Phone: 561-297-0049 International Student’s Office Hold – International students are required to check in with theOffice of International Student and Scholar Services (ISSS) when they arrive in the countryand/or on campus. This hold will be removed once you check in with the ISSS office. You will notbe able to register for classes until this hold is removed.For international student questions, please contact:Office of International Student or Scholar ServicesLocation: Student Support Services Building (SU-80), Room 214Phone: 561-297-3049Email: ISSS@fau.edu Medical Insurance Hold – International students are required to carry medical insurance whilestudying in the United States. This hold will be removed once you provide proof of medicalinsurance to the Office of International Students and Scholar Services (ISSS). You will not be ableto register for classes until this hold is removed.For medical insurance questions, please contact:Office of International Student or Scholar ServicesLocation: Student Support Services Building (SU-80), Room 214Phone: 561-297-3049Email: ISSS@fau.eduCommon Departmental ReferralsDepartment of Mathematical Sciences
Location: Science Building (SE), Room 234Phone: 561-297-3340Language and Linguistics DepartmentLocation: Culture and Society Building (CU-97), Room 232Phone: 561-297-3860Career Development CenterLocation: Student Support Services Building (SU-80), Room 220Phone: 561-297-3533Email: career@fau.eduCollege of Business – Internship CoordinatorBarbara Sageman561-297-4388bsageman@fau.eduUniversity Advising ServicesLocation: Student Support Services Building (SU-80), Room 201Phone: 561-297-3064Email: advisingservices@fau.eduOffice of the Controller – Student Financial ServicesLocation: Student Support Services Building (SU-80), Room 130Phone: 561-297-6101Email: webcontroller@fau.eduOffice of Military & Veteran’s AffairsLocation: Student Services Building (SSB #8), Room 229Phone: 561-297-3540College of Business – Accounting DepartmentLocation: Barry Kaye Hall (KH-25), Room 119Phone: 561-297-3636Email: soa@fau.eduCollege of Business – Economics DepartmentLocation: Barry Kaye Hall (KH-25), Room 141Phone: 561-297-3220College of Business – Finance DepartmentLocation: Barry Kaye Hall (KH-25), Room 137Phone: 561-297-3995College of Business – Information Technology & Operations Management DepartmentLocation: Fleming Hall (FL-24), Room 219
Phone: 561-297-3191Email: askITOM@fau.eduCollege of Business – Management DepartmentLocation: Fleming West (FW-23), Room 127Phone: 561-297-3654College of Business – Marketing DepartmentLocation: Fleming Hall (FL-24), Room 201Phone: 561-297-3036College of Business – Business Communications DepartmentsLocation: Fleming Hall (FL-24), Room 348BPhone: 561-297-3940How to make an appointment:1.2.3.4.5.6.7.8.Log into your MyFAU accountClick on the Success Network tabClick on Success Network CircleClick on Schedule a MeetingOn the right hand side of the page, choose “My Success Network”From the list, choose a Primary Advisor, then click on “Schedule Appointment”Choose a time, then click “Sign up”Fill out the request information and hit submit
from (school) sent to FAU once your AA degree has been awarded. You are interested in pursuing the accounting major. You are currently declared as pre-business, and will be able to declare your accounting major once the following conditions have been met: 60 credits, 2.5 FAU GPA,
