Building a University Service Culture: Case Study from Laurentian University

Last updated December 12, 2018

Building a University Service Culture: Case Study from Laurentian University

Last updated December 12, 2018

Learn how one institution successfully shifted their customer service culture.

Overview

Creating a culture of service excellence is critical to enhance enrollment, improve student retention, and better engage alumni. Is your institution responding to the connection between the quality of customer service and the success of the larger institutional mission?

This webcast features a case study of how Laurentian University successfully shifted the culture surrounding customer service at their institution. Since 2015, the school has better served current students through the creation of a one-stop center, empowered staff through the development of a module-based service excellence certification program, and streamlined processes to elevate service across the university. Our expert instructor will share how a culture of service excellence was fostered at Laurentian through the lens of three service delivery pillars: People, Environment, and Process.

You will leave this training with ideas and tips to lead the change on your campus, even if you do not have a large budget to do so.

Who should attend?

Managers or directors supervising frontline service providers will gain ideas around how to lead culture change and implement a service excellence program on your campus.

Agenda

Along the way, Patrick will share:

  • The background of Laurentian University and their service excellence initiatives  
  • The impact this cultural shift has had across campus
  • Things to consider if you are working to change the service culture at your institution
  • Both high-level and tactical ideas to strengthen service culture at your institution, even if you are working with a shoestring budget