| Improving Customer Service and Student Satisfaction
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"A commitment to providing outstanding service must be part of the DNA of every organization, particularly in the ever-competitive world of education," says Spector.
What if you could boost enrollment and significantly improve student retention rates? Would you be interested? Robert Spector, author of the international bestseller, The Nordstrom Way: The Inside Story of America's #1 Customer Service Company, which Business Week said "bubbles with customer service insights,"is the featured speaker for this dynamic two-hour Webinar Improving Customer Service and Student Satisfaction.
During the presentation Spector will break down the elements of the Nordstrom philosophy and explain how they can be adapted to dramatically improve your institution’s customer service. You will learn innovative strategies that will allow you to
· retain students, even those who planned to take only one class
· use secret shoppers to uncover your customer service weaknesses
· turn a call center into a revenue stream
· train staff using low-cost methods
What Questions Will Be Addressed?
- What is good customer service?
- What are some popular customer services models?
- How can these models be applied to an educational environment? Are they appropriate?
- How can these models improve student satisfaction? Retention? Enrollment?
- How do we get employees excited about applying these models?
- Where do we start and how do we maintain momentum?
- How do we assess the effectiveness of these strategies?
What Topics Will be Covered?
- Secret Shoppers
- Assessment Strategies
- Steps to Success
- Call Centers
- Online Support Services
- Electronic Surveys
- Cost-Effective Training Methods
- Corporate Models
- Implications
- Customer Service Technology Solutions
Who Should Attend?
- Recruiters
- Admissions Staff
- Front-line staff
- Call center staff
- Online support staff
- Administrators
- Advisors
- Counselors
- Marketing Staff
- Enrollment Management Administrators
- Anyone and everyone looking to improve student satisfaction
Who Are the Speakers?
 Robert Spector
Robert Spector is one of the world’s leading speakers and thinkers on world-class customer service and corporate culture. He is the author of the international bestseller, The Nordstrom Way: The Inside Story of America's #1 Customer Service Company, which Business Week said "bubbles with customer service insights."
He has recently written THE NORDSTROM WAY TO CUSTOMER SERVICE EXCELLENCE: A Handbook for Implementing Great Customer Service in Your Organization.
Robert also wrote Amazon.Com: GET BIG FAST
, the first book on the electronic commerce pioneer. Professor Philip Kotler of Northwestern University called it "a business history classic." It has been translated into 18 languages.
His book ANYTIME, ANYWHERE: How the Best Bricks-and-Clicks Businesses Deliver Seamless Service to Their Customers, features the multichannel customer service strategy of an eclectic group of companies including, Wells Fargo, Nordstrom and FedEx.
In January 2005, Harvard Business School Press published his book CATEGORY KILLERS: The Retail Revolution and Its Impact on Consumer Culture. He is the also author of the official corporate histories of Kimberly-Clark, Eddie Bauer, Chevron, and the Space Needle.
Robert has reported on business for the Wall Street Journal, U.S.A. Today, U.P.I. International, and NASDAQ Magazine, fashion for Women’s Wear Dailyand Details, and civil liberties for Parade. He has been a ghostwriter for Dr. Joyce Brothers and a game-show writer for ABC-TV. His humor writing has been published in The New York Times, Sports Illustrated andNational Lampoon.
A native of Perth Amboy, New Jersey, and a graduate of Franklin & Marshall College in Lancaster, Pennsylvania, Robert resides in Seattle, Washington, with his wife and daughter.
 Dr. Geri Anderson
Geri Anderson currently serves as Chief Academic Officer at Front Range Community College, the largest community college in the state of Colorado. Prior to that, she served as Dean of Student Services at FRCC, Associate Director of Undergraduate Academic Affairs at the University of Colorado, and Director of Competency-Based Teacher Education at Regis University. She has over 22 years of higher education administrative experience and has a unique and fun perspective regarding customer service.
Geri has been instrumental in the development and implementation of customer service strategies at Front Range Community College. She designed a call center, which focuses on developing and sustaining customer/ student relationships. She also created the great communication plan, which is a marketing strategy based on customer service principles. Geri earned her Master’s degree in Secondary Science Education from the University of Nebraska and holds an Educational Doctorate.
How do these on-demand trainings work?
1. We will send you a link to the recording, which is good indefinitely.
2. You can distribute this link to your entire faculty and staff via email.
3. They can watch this presentation from any computer that has Internet and speakers.
How would I use it?
You can distribute the links any way you like. Here are some ideas:
- Distribute all links to faculty and staff so they can watch these presentations anytime, anywhere and have a discussion board for each topic
- Distribute one link to all faculty and staff at the beginning of each month during the academic year and plan a discussion session at the end of each month for faculty and staff to get together and plan how they will implement the strategies presented
- Plan a day and time to show each webinar in a large classroom and invite all faculty and staff to attend - debrief immediately following the presentation
- Develop a professional development program around these topics with monthly themes and recognize the staff member that implements the best idea related to the theme
- Utilize these topics to develop cross functional and cross discipline teams to foster collegiality
- Utilize these presentations as part of your new employee training program
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