Providing good customer service to students has become an expectation in today’s higher education environment.
Learn how to provide better customer service with this hands-on skills training conference. This conference is designed for both managers and front-line staff working in the areas of enrollment and student services. You will leave with increased confidence in your customer service skills and a heightened ability to handle a wide variety of service scenarios. Through a blend of working time and activities, you will examine:
This event culminates in a final, written exam. Upon demonstrating your mastery of the subject matter discussed throughout the conference, you will receive a certificate of completion for your time spent and knowledge gained at this event. Show that your campus is a leader in customer service: get your entire front-line staff certified! View a sample certificate.
This conference has been designed specifically for managers and front-line enrollment and student services professionals working in higher education. To encourage team participation, when you send 2 staff members, a 3rd can attend for 50% off. If you have more than three staff members who need to be certified, call Sarah Seigle at 720-988-1216 to talk about additional team discounts.
Get a variety of measurement and assessment tools and techniques that can be used to gauge the proficiency of your department, unit, or campus with regards to customer service. You will be given time during the workshop to begin to formulate and adapt these tools to your own context.
Contact Sarah Seigle, Conference Director at Sarah@academicimpressions.com or 720-988-1216 if you’d like additional information about the program.
We want you to be satisfied with your Academic Impressions learning experience. If the program you purchased fails to meet your expectations, please contact us within 30 days and let us know. We’ll credit the full amount you paid toward another AI program that may better fit your needs.
Learning Outcome:After participating in this conference, you will be able to improve your frontline customer service skills in the higher education context.
Dr. Heath Boice-Pardee has worked as an administrator in higher education for nearly twenty-five years in a variety of administrative and teaching roles. Heath is currently the Associate Vice President for Student Affairs, and has served as Interim Senior Vice President for Student Affairs, at Rochester Institute of Technology. Additionally, he is an Instructor in the College of Applied Science and Technology at RIT and has developed a higher education administration Master's concentration focusing on service leadership, customer service, and the student experience. This is a one of a kind program in the world.
Additionally, Heath holds an appointment as an associate faculty member with the School for Advanced Studies at the University of Phoenix and was chosen as one of three faculty members to serve on an academic program council to develop a PhD in higher education program. Most recently, Heath has been awarded a prestigious research fellowship from the Center for Leadership Studies and Educational Research on the topic, Identifying Value in Higher Education: A Practitioner's Perspective.
Since July 2014, Emily Richardson has been responsible for the adult learning population in both online and seated modalities, as well as summer school. Prior to this position, she was the associate vice president for Boundless Learning at Stetson University for two years. She began her education career at Widener University where she spent twenty-one years, initially teaching in the School of Hospitality Management. She also served as dean of the University College, a home for non-traditional students, prior to her departure.
Richardson started her career in the hotel management industry, where she spent time in multiple positions throughout the United States and worked for companies such as Hyatt Hotels, Harvey House Hotels and RockResorts. Her emphasis during most of her hospitality career was on training for customer service employees.
Since 2002, Richardson has been a member of the University Professional and Continuing Education Association, has served on the board, as regional and cabinet chair, and currently is working on the network for small and specialized institutions.
Since July 2011, Eileen Soisson has been leading Coastal Carolina University's service excellence initiative, Feel the Teal®, created to enhance the university's culture and become more service-oriented and focused on student success. Soisson designed the service excellence program into eight training modules and oversees all operations within the initiative. She teaches university employees and others how to deliver better service within higher education. This past year, she led 262 customer service trainings for Coastal Carolina University employees, student workers, affiliate groups and other university stakeholders. She also oversees the Feel the Teal® Steering Committee and Feel the Teal® Leadership Team at Coastal Carolina University.
Eileen began her career in the hospitality industry and worked with the American Hospitality Academy for more than 10 years before starting her own business, The Meeting Institute, in 2004, which provides various training and development programs in the areas of leadership and customer service within the private sector. Her clients included the U.S. Army, Audi of America, the Myrtle Beach Area Chamber of Commerce Leadership Grand Strand Program, National Recreation Parks Association, and others.
Hyatt Regency Boston Harbor101 Harborside DriveBoston, MA 02128
To reserve your room, please call 617.568.1234. Please indicate that you are with the Academic Impressions group to receive the group rate.
The rate is $169 for single or double occupancy, plus applicable tax.
A room block has been reserved for the night of March 26, 27 and 28 2017.
Make your reservations prior to March 5, 2017. There are a limited number of rooms available at the conference rate. Please make your reservations early. Rooms are subject to hotel availability.
Hyatt Regency Boston Harbor features breathtaking views of the beautiful city skyline and is the most environmentally friendly waterfront hotel in Boston, Massachusetts. Winner of Boston’s Green Business Award, this convenient hotel close to Logan International Airport (BOS) includes newly renovated soundproof guestrooms, stunning harbor and city views, and onsite gourmet dining options.
The incredible location along the historic Boston waterfront offers easy access to top city attractions via a comfortable water taxi to downtown or complimentary 24 hour airport shuttle.
“This conference was beneficial and practical to what we encounter daily as an educational facility.”- Wanda Tenpenny, Coordinator for Medical Office Administration, Pitt Community College
“This conference was amazing! I enjoyed all the activities involved and meeting all the participants.”- Jeff Mobley, Information Systems Technology Instructor, Pitt Community College
“Great timely topic!”- Billie Woolard, Business Division, Administrative Assistant, Pitt Community College
“Presenters at the AI conference I attended were knowledgeable, fun, and engaging. The information provided was relevant and incredibly useful. I would definitely recommend this conference to colleagues.”- Destiny Baccino, Academic Advisor, Laramie County Community College
“This conference is a must-attend! It consisted of passionate experts who were concerned about your growth and learning. They took the time to know you personally. They didn't talk at you, but provided you with information you can apply and, even better, showed you how to do so! Thank you so much!”- Jessica Valdes, Online Student Success Adviser, Concordia University Wisconsin
“I feel that the commitment, passion, and experiences shared in customer service will be a constant guide to ensure I am implementing this level of service daily.”- DeLeon Gause, Outreach and Recruitment Specialist, Columbia Basin College
“I learned a lot of very valuable information to take back and implement at our institution.”- Lori Ann Preast, Assistant Vice President, Academic Affairs, Pitt Community College
“The conference was extremely organized. The presenters were very enthusiastic and fun. They make the conference so much better. Thanks much!”- Theresa Godinez, Associate Director, Customer Service, Metropolitan State University of Denver
“This was my second AI conference and it was just as good as the first. They have a way of putting together a conference that is applicable, engaging and gives great information to take back and implement at my university. Definitely worthwhile to be here.”- Allison Wolf, Online Student Success Advisor, Concordia University Wisconsin
“AI's customer service conference has been beneficial to me and my colleagues. We are excited to take this information back to our institution and enhance our customer service efforts for everyone who walks through our door.”- Sarah Hunsinger, Welcome Desk Coordinator, Metropolitan State University of Denver
“This conference was very informative and engaging. Small size helped to interact with other attendees.”- Laura Josephs, Student Services Associate, University of Guelph-Humber
“Many times, when we work on a daily basis, we focus so much on just getting our jobs done and we forget how important customer service is throughout our work days. This workshop gave me a different view on customer service and something to think about back home.”- Maricela Zuniga, College Outreach and Recruitment Specialist, Columbia Basin College
“This conference really provided a lot of in-depth information that other schools do. It wasn't a conference where the presenters present the "best" practices. They created an open and fun environment where we shared all practices. Relaxed, informative, up-beat, and very helpful!!”- Kendra Stansbury, Assistant Registrar, Metropolitan State University of Denver
“Great learning experience with insightful counterparts. Outstanding speakers and excellent training examples.”- Erin Brenneman, Manager, Student Success and Retention, Berklee College of Music
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