Exceptional Front-Line Customer Service in Higher Education
Available On-Demand
You might also be interested in our Customer Service in Higher Education Series
Register for 4 and get the 5th free! - Or purchase 3 for $750!
Overview
How do you define customer service? We may all define this differently, but there are basic principles and proven tips and techniques that can assist front line staff in providing exceptional customer service. This session will provide participants an overview of different philosophies of customer service and why exceptional customer service is important in higher education.
How do our customers (our students and their families) want to be treated? How do we know if we are living up to their customer service expectations? Learn about methods of benchmarking and setting customer service standards, as well how to evaluate customers in order to assess your level of customer satisfaction. Explore techniques that can help you develop positive customer relationships with your students and get motivated and geared up for the next incoming class of students.
Objectives
The participants will learn more about:
- customer service principles and tips and techniques that help provide exceptional service
- various ways to evaluate and assess levels of customer satisfaction
- benchmarking and setting service standards
- methods of evaluating customers and assessing customer service levels
Who should attend?
Front-line customer service or student services staff and their supervisors will benefit from the information presented in this webinar. Student workers and work study students who work in student services will also benefit.
Who is the speaker?
Julie Selander
Senior Associate Director, One Stop Student Services
University of Minnesota
Julie Selander has worked in higher education administration and finance for over 22 years. Her experience includes student loan servicing operations, tuition payment plan sales and marketing, as well as management positions in student accounts receivable, billing, collections, financial aid, and customer service.
Julie is currently the senior associate director of the One Stop Student Services Office at the University of Minnesota providing seamless and integrated student services in the areas of enrollment, registration, financial aid, billing and student accounts receivable. Twenty-seven One Stop Counselors across three campus locations provide service via phone, e-mail, and in-person for over 51,000 students on the Twin Cities campus.
Julie presents frequently on various topics related to higher education student services and has written several articles for publication, including NACUBO’s Student Centered Financial Services: Innovations That Succeed. She serves as a board member for Minnesota’s College Goal Sunday initiative and is a founding member and on the board of directors for the Institute for Student Services Professionals. She has her undergraduate and master’s degree from the University of Minnesota and is currently working on her dissertation as a Ph.D. candidate at the University of Minnesota in the Higher Education Policy and Administration program.
Registration Information
You can purchase a single presentation or a pack of 3, 6 or 12. The more you buy, the more you save. For a single presentation, add the product to your cart and follow the steps. If purchasing more than two events, add the products to your cart and enter the appropriate coupon code.
Package Deals (for our products costing $345):
3 presentations for $750 - enter coupon code 3ondemand when registering (Save $285)
6 presentations for $1395 - enter coupon code 6ondemand when registering (Save $675)
12 presentations for $2140 - enter coupon code 12ondemand when registering (Save $2000)
If you are interested in ordering multiple presentations that involve our products priced at $200 or $545, please contact Val at val@ieinfo.org or call 303-775-6004 for the multiple discount. Please note: a presentation costing $545 counts as two presentations, as these trainings consist of two sessions. How does it work?
1. We email 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 for one full year
What are the benefits of On-Demand Trainings?
- 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.
- 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. The registration
fee is per institution, not per person.
- Easy: It's as easy as point, click, participate. If you run into any problems, we're always here to help.
- 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.
- Top-Notch Speakers: Our speakers are subject matter experts and recognized in their field.
- Flexible: When you purchase an On-Demand Training, it is yours for one full year. You can use it whenever and as often as you want during the year, offering consistent training to all of your hires.
- 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?
- 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.
- 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.
- 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 a debrief
immediately following the presentation.
- 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.
- Team-Building: Utilize these On-Demand Trainings to develop cross-functional and cross-discipline teams to foster collegiality.
- New Employee Training: Include these trainings as part of your new employee training program to ensure consistency.
- Implementation and Follow-Up: Use the guide and evaluation materials provided by Innovative Educators to plan, implement and track your progress.
If you have any questions, please contact Val at val@ieinfo.org or call 303-775-6004 for more information.
