Utilizing Mystery Shoppers To Improve Front-Line Service & Develop Training
While campus leaders like to think that their institution is better than their competitors, the reality is that degrees are very similar, course outcomes are very similar, and faculty all graduate from similar accredited institutions. What truly separates institutions is the level and quality of service provided to students. Colleges aim to provide everyone with a consistently high level of service; yet, in reality, it is difficult for institutions to gather real-time data about the service provided. Often, campus leaders hear only the worst scenarios through complaints and the glowing reviews about specific employees.
For more than a decade, private industry has used mystery shopper programs to evaluate sales staff performance and service standards. A similar program, designed specifically for higher education, Mystery Student, is a powerful method which can assist institutions in establishing and evaluating service standards from the perspective of the student not employees on an on-going basis. During this webinar participants will be introduced to an easy to follow six step template which can be used to implement a Mystery Student program at their institution.
- Define appropriate service standards and establish acceptable service metrics
- Analyze how their institution may design and implement a mystery student program to get an objective view of the institutions level of service entirely from the student perspective
- Review mystery student profiles and training materials
- Examine the mystery service cycle model that identifies areas for improvement, provide training, repeat the mystery student process, and determine if mystery students report improved service levels according to established expectations
- Design employee professional development based on mystery student feedback
- 2-year & 4-year institutions
- Student Services/Affairs
- Outreach & Recruitment Staff
- Welcome Center Staff/Front Desk Staff
- Enrollment Services
- Anyone wishing to improve services
"No one gets up in the morning and says, today Im going to give just 25%. However, if we train individuals on the skills needed to do the job, but not the expectations for service, we may be getting 25%. The mystery student will program provides a comprehensive service program to assist institutions in moving from a good institutions to premiere institutions."
Dr. Geri Anderson, a life long educator, has joined the Aims Community as External Affairs Special Assistant to President Liddell. In this role, she will closely monitor all legislative and policy matters which may have implications for Aims Community College at the state and federal level.
Prior to beginning her tenure at Aims Community College, Dr. Anderson served as Interim President for the Community College of Aurora and the Vice President for academic and student affairs and Provost for the Colorado Community College System. In the role of Chief Academic and Student Affairs Officer, she provided leadership for all CCCS academic and student affairs policy review and development, ensured the development and enhancement of high quality career and technical and transfer education programs through on-going program review, assessment of student learning, high academic standards and the expansion of scholarship/creative activity. In addition to providing leadership at the post-secondary level, she was responsible for Colorado’s K-16 career and education programs. In her 35 years experience as a higher education administrator and faculty member she has worked at large public research institutions, private liberal arts colleges and public community colleges. She began her career as a middle school science teacher in Lincoln, Nebraska.
In 2011, the Colorado General Assembly leadership selected Dr. Anderson to serve as co-chair for Colorado’s Interim Legislative Committee on Student Success. Additionally she served on the Board of Directors for the Denver-based Young Americans Center for Financial Education and the Rocky Mountain PBS Advisory Board, the Aurora Public School Superintendents Advisory Board and the Adams 14 School District Foundation Board. In recognition of her professional accomplishments, Dr. Anderson’s awards include Outstanding Service to the Colorado Association for Career and Technical Education, as the Student Education Associations Outstanding Faculty of the Year, and the National Science Teachers Associations Search for Science Excellence Award.
Dr. Anderson has an earned doctorate in Administration, Curriculum and Instruction from the University of Nebraska at Lincoln. She has two sons and they both attended community college.
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.
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For captioning, please contact us 7 days in advance. 303.955.0415 or firstname.lastname@example.org
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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?
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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.
- 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 (email@example.com), call 303-955-0415 or fax 1.866.508.0860.
Where do I send payment?
Please mail checks and POs to our mailing address:
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?
- 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.