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Buy this single session or purchase a package deal and save!
$1750 for your choice of 12 presentations (If purchased individually $3540)
$1200 for your choice of 6 presentations (If purchased individually $1770)
$750 for your choice of 3 presentations (If purchased individually $885)
$295 for one presentation
View registration steps below
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Overview
"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 and National 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.
You can purchase a single presentation or a pack of 3, 6 or 12. To register, add the product(s) to your cart and enter the appropriate coupon code if purchasing more than two events.
Coupon Codes
Coupon code for 12 presentations - 12ondemand
Coupon code for 6 presentations - 6ondemand
Coupon code for 3 presentations - 3ondemand
How does it work?
1. We mail you a link and password that will give you access to the On-Demand Training presentations
2. You distribute the link and password to your entire faculty and staff via email
3. You will have access to these links indefinitely
What are the benefits of on-demand trainings?
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Accessible: Email the trainings to your entire faculty and staff, so they can take advantage of training opportunities anytime, anywhere. They can watch in the comfort of their office, their home or while traveling.
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Cost-Effective: No travel required. An innovative way to provide your entire faculty and staff with a variety of professional development opportunities for one low price! The more you train – the more you save, as the registration fee is per institution, not per person.
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Easy: It’s as easy as point, click, participate. And if you run into any problems, we’re always here to help.
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Practical: Our training sessions focus on the most critical and relevant issues facing educators today. Our primary goal is to provide participants with the information, training and skills necessary to immediately implement positive change at their institutions.
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Top-Notch Speakers: Our speakers are subject matter experts and recognized in their field.
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No Expiration: When you purchase an On-Demand Training, it is yours indefinitely. You can use it whenever and as often as you want, offering consistent training to all of your hires.
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Satisfaction Guaranteed: Our On-Demand Trainings are 100% guaranteed. Thus, there is no risk. If you are not completely satisfied, we will refund your money in full.
How will we use these trainings?
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Hybrid Professional Development: Distribute an On-Demand Training to faculty and staff at the beginning of each month and plan a discussion session at the end of the month to determine how you will implement the strategies presented.
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Online Faculty and Staff Learning Communities: Distribute On-Demand Trainings to faculty and staff so they can watch anytime, anywhere. Contact Innovative Educators at val@ieinfo.org and we will create an online discussion group specifically for your institution at no extra charge.
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In-Service Training: Plan a day and time to show an On-Demand Training in a lecture hall or large conference room and invite faculty and staff to attend – debrief immediately following the presentation.
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Staff Recognition: Develop a program around the On-Demand Trainings with monthly themes and recognize the staff members that implement the best idea related to the theme.
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Team-Building: Utilize these On-Demand Trainings to develop cross-functional and cross-discipline teams to foster collegiality.
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New Employee Training: Include these trainings as part of your new employee training program to ensure consistency.
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Implementation and Follow-Up: Use the guide and evaluation materials provided by Innovative Educators to plan, implement and track your progress. |
