Customer Service Essentials for Enrollment Services Staff

February 17, 2011

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Overview

Learn techniques to better handle emotional or difficult exchanges with students and their parents.

In the context of financially stressful situations (paying bills, disbursing funds, or managing financial aid appeals), conversations with students and parents can sometimes escalate and result in emotional exchanges that impede problem resolution.

This archived webcast will help you identify how small things can make a big difference, especially during busy enrollment cycles. You'll learn techniques for handling the ways phones are answered, conversations are managed, lines are monitored, and problems are resolved that can significantly impact customer satisfaction, operational success, and staff morale.

WHO SHOULD ATTEND

Front-line enrollment and financial services staff, counselors, bursars, and registrars will benefit from this archived recording. Financial aid administrators and enrollment leaders will learn techniques for training their teams in customer service techniques.

Agenda

Learning Outcome:

LEARNING OUTCOME

Improve student satisfaction in the enrollment, registrar, bursar, and aid offices through the use of proven customer service and conflict resolution techniques.

Recorded on Thursday, February 17, 2011 :: 90 minutes

Setting up policies and systems to support customer service
The role of supervisors
Dealing with phone calls during the peak cycle
Dealing with customers in person and "managing the line"
Understanding the angry or frustrated customer: techniques for de-escalating the conversation and not getting pulled into an emotional confrontation
Case studies and scenarios for the enrollment services and financial aid team

Want more information about this event?

Contact Amit Mrig, President and CEO if you'd like additional information about the program agenda.

Instructors

Geraldine Bloemker, Psy.D.

Associate Provost for Undergraduate Academic Affairs

Widener University

Dr. Geraldine Bloemker is a licensed clinical psychologist, teacher, and professor whose educational background and work experience brings a keen understanding of how to organize professional offices and train staff on effective communication skills. During her 10 years at Widener, she has been in administrative and supervisory positions that require expertise in crisis management, de-escalation techniques, and managing difficult interactions.

Lawrence Lesick, Ph.D.

Associate Vice President of Enrollment Management

Widener University

Since beginning his career in higher education administration, Larry has served in a variety of roles including as director of admissions and financial aid and vice president for enrollment management and strategic planning. He is an expert in business process redesign, implementing a one-stop student service model, and applying customer satisfaction techniques to the enrollment setting.

Registration

CD Recording of Live Webcast

$350.00

Customer Service Essentials for Enrollment Services Staff recording

Attendee Information

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Customer Service Essentials for Enrollment Services Staff

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WHO SHOULD ATTEND

LEARNING OUTCOME

Recorded on Thursday, February 17, 2011 :: 90 minutes

Want more information about this event?

Geraldine Bloemker, Psy.D.

Lawrence Lesick, Ph.D.

CD Recording of Live Webcast

Customer Service Essentials for Enrollment Services Staff recording

On-Demand Download of Live Webcast (180 day license)

Customer Service Essentials for Enrollment Services Staff on demand

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Customer Service Essentials for Enrollment Services Staff

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WHO SHOULD ATTEND

LEARNING OUTCOME

Recorded on Thursday, February 17, 2011 :: 90 minutes

Want more information about this event?

Geraldine Bloemker, Psy.D.

Lawrence Lesick, Ph.D.

CD Recording of Live Webcast

Customer Service Essentials for Enrollment Services Staff recording

On-Demand Download of Live Webcast (180 day license)

Customer Service Essentials for Enrollment Services Staff on demand

Shopping cart

Share This Page: