Table of Contents
Learn how to assess your current level of customer service on campus. During the program, you will walk through both a physical environment, or “servicescape,” scan and a communications audit. The results of these audits will allow you to evaluate how your office or department’s physical environment and communications are affecting the service you provide.
Throughout the webcast, you will also hear a detailed case study from Michigan Technological University. This case study will allow you to see how Michigan Tech successfully implemented a Service Innovation Committee and developed a Customer Service Manifesto to help operationalize a meaningful service culture shift on their campus.
“This webcast provided information and tools that could be used easily to improve customer service.”
– Pam Johnson, Associate Dean for Institutional Advancement and Community Services, Gadsden State Community College
Who should attend?
This program is appropriate for higher education professionals who are seeking to gain a better understanding of their current customer service culture, and would like to learn how to operationalize the changes they may make as a result of their findings.
- Developing a Service Framework
- What constitutes good customer service in higher education?
- Aligning student expectations with institutional realities
- Two Tools for Auditing Customer Service
- Environmental scan
- Communications assessment
- Operationalizing Service Changes: The Michigan Tech Example
- Incentivization: staff hiring and compensation
- Involving current students
- Service advisory board
- Satisfaction surveys
- Awarding and recognizing good service