Empowering Customer Service Workers: 3-Part Webinar Series

Webinar 1: Recorded on: February 27, 2017
Webinar 2: Recorded on: February 28, 2017
Webinar 3: Recorded on: March 14, 2017

$ 900.00

The registration fee includes institutional access to the recording for one year.
Register by fax or mail   View/Print webinar description

Onboarding Student Workers: How To Create A Sustainable & Effective Training Program
Recorded on: February 27, 2017

When the majority of your workforce is made up of student employees at various levels of completion in their academic programs, it’s not unusual to have a continuous cycle of saying goodbye to experienced student workers who graduate and onboarding new hires. When colleges have to work to minimize the use of scarce resources, they may struggle with finding the balance between solid orientation and job training and the always ineffective “information dump.”  The key to ensuring both efficiency and excellent training lies in sorting out foundational skills that can be delivered in many modalities from those that are better introduced through in-service or on-the-job training and to identify and develop critical attitudes and aptitudes to ensure that the training you do is effective and sustainable.

Training Student Workers: Dealing With Difficult & Disruptive Customers

Recorded on: February 28, 2017

Student workers are asked to do a number of jobs in our institutions that put them in direct contact with customers who may be in some way unhappy and inclined to take that unhappiness out on them. While many employee orientations involve discussions on dealing with difficult people, most do not address the emotional effect these interactions can have on students or how workers can take care of themselves if conflicts should arise while still effectively doing their jobs.

This webinar will take a deeper look at the more difficult questions related to conflict training. For example, how do students identify when conflict is arising and whether they are the best person to deal with it? If a customer is making the interaction personal and blaming the student for the problem, what do they do? What is the difference between anger and abuse? How does the student recover from what feels like a personal attack?

This training is designed first to help student workers understand the underlying emotion associated with these interactions and then how to deal with them in a way that de-escalates conflict while protecting them from harm. They will learn to recognize how their thinking can work for or against them during a conflict and how to develop a mindset that creates emotional distance while allowing them to behave professionally. A set of instant responses to typical aggressions will also give them the confidence and tools they need should a problem arise.

Front-Line Customer Service: How To Handle Escalated Complaints & Disruptive Behaviors
Recorded on: March 14, 2017

Disruptive or escalated behavior is, unfortunately, not that uncommon on our campuses; often students, parents, faculty, or community members become unhappy about something and then don’t cope well with their frustration.  In most instances, main line staff can handle these frustrations and get the customer back on track. But sometimes, the situation can’t be resolved or is too difficult for a front desk person to handle, and that person “bumps it up” to you.  So, you are asked to handle the more difficult situations with an assumption that you are more skilled at this kind of interaction than others. But are you? This training will specifically look at how supervisors and more experienced staff can work through these “next level” escalations and get the customer back to the work of finding a solution to the problem. Beyond what you’ve learned in “Customer Service 101”, this webinar will explore tools for de-escalation, coping with broadsides and meltdowns, creating a process to evaluate when a situation is solvable and deciding when you need to call in your own support. 

“Learning to deal with difficult customers while on the job is not enough. Student workers can end up traumatized and unwilling to do their jobs if not given the training they need to be prepared for these situations.” ~ Webinar 2
“All customer interactions in a higher education setting are opportunities for teaching. In this case, helping the person you’re dealing with learn how to get through conflict in a productive, less stressed way will serve them well now and in the future.” ~ Webinar 3

All webinars will be presented by:

Bitsy Cohn is currently the CHAMP grant Director of Credit for Prior Learning at the Colorado Community College System. She holds a BA in English with a minor in Linguistics and an MS in Organizational Leadership with a specialization in Online Teaching and Learning. Over the course of a 26 year career she has gained expertise in community college student affairs, developmental education, customer service in higher education, student development, conflict management, post-secondary disability services, faculty training and development, at-risk retention strategies, organizational behavior, prior learning assessment and competency based education.

What is a live webinar?

A live webinar is an interactive online training. Participants can communicate with the presenter(s) during the event via a live chat feature.

What is an on-demand webinar and how do I get access?

An on-demand training is a previously recorded webinar available online for faculty and staff to access anytime, anywhere. You can register for on-demand trainings at any time. You typically receive a link to the recording and handouts within 24 hours of registration.

How long are the webinars?

Webinars can be 30, 45, 60, 90 or 120 minutes. Please check the webinar page for the exact timeframe.

How do I register?

You can register online by adding the product to your shopping cart. You can also register by fax, email (support@ieinfo.org), or mail by completing the paper-based registration form. The paper-based registration form is unique to each webinar and is available on each product page.

How do I request accommodations?

For captioning, please contact us 7 days in advance. 303.955.0415 or support@ieinfo.org

When do I register?

You can register at any time, even the morning of the live event. If the live event has occurred, you can purchase the on-demand training (recording) of the session. You can register for on-demand trainings at any time.

What is the process for attending a live event?

The process is as follows:

  • We email participants login instructions approximately 1 week prior to the live event.
  • We email participants a link to the PowerPoint (.pdf) and any additional handouts approximately 1-2 days prior to the live event. Participants can make copies for attendees if desired.
  • We give a courtesy reminder call the day before the live event.
  • On the day of the live event, participants can login 30 minutes prior to the start time. Once logged in, participants can see the PowerPoint slides, ask questions, and make comments via the chat feature.
  • We email participants a link to the recording the Monday following the live event.
Is there a recording available? And how long is the recording good for?

Approximately one week after the conclusion of the live webinar, participants will receive a link to the recording which can be forwarded to all faculty and staff for viewing anytime, anywhere. The recording is a campus access license and is available for one year from the date of the live event.

What are the technical requirements?

Innovative Educators uses WebEx as its web conferencing provider. If you have not previously attended a WebEx event, please Join a Test Meeting to make sure your computer is compatible with WebEx. Be sure to complete this test prior to the live event. System Requirements - Webex System Requirements

What equipment is required?

For individual or small group viewing, a computer with a reliable Internet connection and audio capabilities are all that’s needed. For large group presentations, we recommend a computer with a reliable Internet connection and speakers, as well as an LCD projector. Participants can call in via phone if they are having trouble retrieving the audio over the computer. Please be sure to reserve a meeting room prior to the live event that can accommodate these requirements as well as your attendees. You should reserve the room 30 minutes prior to the webinar start time and you may want to allow at least 15-30 minutes after the webinar for discussion.

How much does a live webinar or on-demand training cost?

1 Training (Live Webinar or On-Demand Training) - $425 Unlimited connections, campus-wide access license to the recording for one year.

Package Pricing

  • 2 Trainings - $645 Unlimited connections, recording for one year (campus-wide access)
  • 3 Trainings - $900 Unlimited connections, recording for one year (campus-wide access)
  • 6 Trainings - $1500 Unlimited connections, recording for one year (campus-wide access)
What type of payment do you accept?

You may pay with a credit card (MasterCard or Visa), PO, check, or electronic transfer of funds. You can email us (support@ieinfo.org), call 303-955-0415 or fax 1.866.508.0860.

Where do I send payment?

Please mail checks and POs to our mailing address:
Innovative Educators
3277 Carbon Place
Boulder, CO 80301

What is your cancellation policy?

Below is a breakdown of our cancellation policy.

  • 30 days prior: Full refund
  • 14 days prior: $100 processing fee
  • Fewer than 14 days: Credit toward another IE event. Please note that registration for the live webinar includes access to the recording which you can share, as it is a campus access license. We email the recording the Monday following the live event. For questions, please email us or call 303.955.0415.
What are the benefits of online training?

Cost-Effective: No travel required. Online Training is 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.

Easy: You will receive a detailed list of instructions via email. 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 Presenters: Our presenters are subject matter experts and recognized in their field.

Value Added: When you purchase an online training, you also receive a campus-wide access license to the recording for one year. Faculty and staff can access it as often as they like from any location.

Satisfaction Guaranteed: Our online training is 100% guaranteed. If you are not satisfied, we will give you a credit for a future webinar or on-demand training of your choice (of equal or lesser value).

How can we use these trainings?

Flexible Training:

  • Live: Promote and attend a live webinar and debrief immediately following.
  • Hybrid: Distribute the recording to all 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.
  • On-Demand: Distribute the recording to faculty and staff so they can watch anytime, anywhere.

In-Service Training: Plan an in-service around a live webinar or schedule a day and time to show the recording in a lecture hall or large conference room and invite faculty and staff to brainstorm and discuss implications for your institution.

Online Faculty and Staff Learning Communities: Distribute the recording to faculty and staff so they can watch anytime, anywhere.

Staff Recognition: Develop a program around the webinar with monthly themes and recognize the staff members that implement the best idea related to the theme.

Team-Building: Utilize these trainings to develop cross-functional and cross-discipline teams to foster collegiality.

New Employee Training: Include the online training 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.