Innovative Educators

Delivering WOW Customer Service: How to Dramatically Improve Student Satisfaction, Loyalty, and Success

Registration Fee: $495.00

Description

On Demand Training
Delivering WOW Customer Service: How to Dramatically Improve Student Satisfaction, Loyalty, and Success

Preview a complimentary on-demand training to see how it works!
Violence Goes to College: Detecting and Preventing Avenger Violence

Package Deal - Buy more trainings and save! (See Registration Information below.)

Your choice of 12 presentations - Save $2000
Your choice of 6 presentations - Save $600
Your choice of 3 presentations - Save $150

“Delivering WOW service is not about student satisfaction per se or simply providing transactional services to students. It is about going beyond expectations, building loyalty, fostering trust in the institution, and teaching students how to navigate a complex world.”

~ Dr. Jim Black

Overview

This webinar provides insights into customer service in a higher education context. Contrary to the private sector view that "the customer is always right," successful models in colleges and universities are about empowering students and teaching them to take responsibility for their future. Core content includes students as consumers of our services and educational products, delivering on institutional promises, and best practices in student services.

Part I:

· Expectations of Today’s Students

· The Experience Economy

· Your Institutional Promise

· Adopting a Service Philosophy

· Creating a Service-Oriented Culture

Part II:

· Three Key Ingredients to Quality Service: People, Processes, and Information

· Managing Moments of Truth

· Knowledge Management Solutions

· Blending High Tech and High Touch Services

· Utilizing Multichannel Communications

Objectives

Webinar participants will learn:

What WOW customer service means in a higher education environment
About best practice models
How these models improve student satisfaction, loyalty, and success
How to motivate employees to personify your service philosophy
How to create and sustain a service culture
How to leverage technology to improve the quality of human interactions
How to effectively communicate with students

Who Should Attend?

Recruiters
Admissions Staff
Front-line staff
Call center staff
Online support staff
Faculty
Administrators
Advisors
Counselors
Marketing Staff
Enrollment Management Administrators
Anyone and everyone looking to improve service to students

Who is the instructor?

The president and CEO of SEM WORKS, Dr. Jim Black, is the founder of the National Conference on Student Retention in Small Colleges and co-founder of the National Small College Admissions Conference and the National Small College Enrollment Conference. He formerly served as the director of AACRAO’s Strategic Enrollment Management Conference. Dr. Black has published numerous articles and book chapters including a feature article in College & University, Creating Customer Delight; a chapter, Creating a Student-Centered Culture, for a book on best practices in student services published by SCUP and sponsored by IBM; a chapter on enrollment management in a Jossey-Bass book on student academic services; as well as a bimonthly feature in The Greentree Gazette. Among his other published works is a monograph titled, Navigating Change in the New Millennium: Strategies for Enrollment Leaders and a book he recently edited, The Strategic Enrollment Management Revolution considered to be a groundbreaking publication for the enrollment management profession, Gen Xers Return to College, and Essentials of Enrollment Management: Cases in the Field.

Black was honored as the recipient of the 2005 AACRAO Distinguished Service Award. He has been interviewed by publications such as The Chronicle of Higher Education, Converge Magazine, The Enrollment Management Report, The Lawlor Review, and was interviewed for AACRAO’s Data Dispenser. Black also was featured in an international teleconference on enrollment management sponsored by The Center for the Freshman Year Experience at the University of South Carolina, and a PBS broadcast on “Blending High Tech and High Touch Student Services”. Since 1999, Jim Black has been an IBM Best Practices Partner, one of only twenty-three in the world. He was invited by The College Board to Heidelberg, Germany, to evaluate the APIEL Exam and most recently was invited to lead conferences on enrollment management and student services in the United Kingdom and the Netherlands.

Dr. Black has served on the boards of several technology companies and has consulted with companies such as Microsoft and the SAS Institute. Higher education clients have included two-year, four-year, public, and private institutions.

Registration Information

Package Deal - Buy more trainings and save!

Your choice of 12 presentations - Save $2000
Your choice of 6 presentations - Save $600
Your choice of 3 presentations - Save $150

Please note, when ordering multiple presentations, this 2-part workshop counts as two presentations.
You can purchase a single On-Demand Training or a pack of 3, 6 or 12. For a single training, 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:

12 presentations - 12ondemand

6 presentations - 6ondemand

3 presentations - 3ondemand

Or you can register via fax by clicking on this form: Paper-based registration form

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 indefinitely

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.
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.
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 – 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.