Customer Service Skills Training: Certification for Higher Education Professionals

Customer Service Skills Training: Certification for Higher Education Professionals

October 25 - 27, 2017
Orlando, FL

 

Register

Improve your frontline customer service skills in the higher education context.

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:

  • Characteristics of good customer service
  • Critical service competencies
  • How to maintain consistency across service channels
  • The conversation cycle and scripting
  • Assisting with difficult customers

 

Get Your Team Certified with a Final Exam

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! 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 learn more about additional team discounts.

 

Who Should Attend

This conference has been designed specifically for managers and front-line enrollment & student services professionals working in higher education.

 

Post-Conference Workshop: Measuring and Assessing Your Customer Service Culture

This three-hour post-conference workshop has been designed for those who are interested in gaining more knowledge on measuring and assessing the effectiveness of your current customer service efforts and culture on campus. Our expert instructors will expose you to a variety of measurement and assessment tools and techniques that can be used to gauge where your department, unit, or campus is with regards to your level of customer service, and you will be given time during the workshop to begin to formulate and adapt some of these tools to your own context.

Agenda

Day One: The Service Paradigm
Registration
12:30 - 1:00 p.m.

Welcome and Introductions
1:00 - 1:30 pm

Defining Service
1:30 - 2:15 p.m.
The conference will open with an interactive presentation on the criteria that defines good vs. bad customer service. You will be exposed to a myriad of examples of both good and bad service as a means of framing the conversation.

Visioning Exercise
2:15 - 2:45 p.m.
This exercise will help you connect the conversation from the previous session on good customer service and root it firmly within your specific higher education service environment. You will be guided through an activity that will prompt you to think about what service currently looks like at your institution, what you would like it to look like, and what is most important to those to whom you currently provide service. You will be asked to share your results with your tables and with the larger group.

Afternoon Break
2:45 - 3:00 p.m.

Service Competencies
3:00 - 4:30 p.m.
This session will provide an in-depth, example-based overview of the various kinds of competencies that are needed to provide high-quality customer service to students in today’s higher education environment. Types of competencies to be discussed are physical, emotional, knowledge-based, environmental, and cross-cultural.

Self-Assessment Activity
4:30 - 5:00 p.m.
In this activity, you will be asked to conduct a self-assessment of your own customer service skills based on the service competencies that were just presented.

Networking Reception (included in registration fee)
5:00 - 6:00 p.m.

Day Two: Foundational Skills for High-Quality Service
Continental Breakfast (included in registration fee)
8:30 - 9:00 a.m.

Scripting
9:00 - 10:25 a.m.
Our second day will open with a session focused on the art of scripting as a means of ensuring consistency across service channels. You will be given time at the end of the session to apply what you have learned by writing your own scripts for greetings, closings, and apologies for phone conversations with students.

Morning Break
10:25 - 10:40 a.m.

The Conversation Cycle
10:40 - 11:15 a.m.
In this session, you will build upon your knowledge of scripting to look more holistically at the four key phases of the conversation cycle. You will learn how to help navigate through unclear student requests and questions, and how to avoid using jargon in your interactions with students.

Practice: Role Playing
11:15 a.m. - 12:00 p.m.
This partner-based role-playing activity will give you time to practice and apply the scripting and conversation cycle techniques you acquired throughout the morning.

Lunch (included in registration fee)
12:00 - 1:00 p.m.

Policies and Practices that Impact Service
1:00 - 2:00 p.m.
As we all know, higher education is a place where policies (both formal and informal) proliferate. This session will provide examples of formal policies you need to be aware of that have implications for the way you provide service, and will also challenge you to think about more informal policies or practices that may be creating service barriers.

Afternoon Break
2:00 - 2:15 p.m.

Accounting for Diversity in Higher Ed Customer Service
2:15 - 3:30 p.m.
We will end the day with a thorough and important discussion on accounting for student diversity in the service you provide. You will learn how to adjust your service practices and style based on the specific characteristics of the student you are interacting with at any given time. The importance of cultural sensitivity, awareness, empathy, and listening will be emphasized.

Review and Preparation Time for Final Exam
3:30 - 4:00 p.m.

Day Three: “The Tricky Stuff”
Continental Breakfast (included in registration fee)
8:00 - 8:30 a.m.

Stress Management in the Frontline Service Environment
8:30 - 9:15 a.m.
Our final day will open with an interactive session in which we will share tips and techniques for managing stress in the higher education frontline service environment. You will gain insights into your stress-handling personality and will think about ways you could improve your own stress management in your day-to-day job.

Delivering “No” and Other Bad News
9:15 - 10:30 a.m.
As much as we might like to always deliver good news to our students, sometimes the answer is just not what they want to hear. This session will teach you how to properly say “no” and deliver bad news by providing tips and techniques for managing emotions and expectations, and maintaining control over the situation. At the end of the session, you will be given time to role-play with a partner and practice the techniques you learned.

Morning Break
10:30 - 10:45 a.m.

Assisting With Difficult Customers
10:45 a.m. - 12:00 p.m.
Our final instructional session will focus on navigating the occasional difficult and potentially volatile situations in which you may find yourself when interacting with students. We will discuss practices for ensuring safety, security, escalating the situation and asking for help, and adhering to your service standards.

Final Exam and Conference Close
12:00 - 1:00 p.m.
In order to receive your service excellence certification, you must successfully complete a written exam that will help you solidify and demonstrate everything you have learned. You will have a full hour to complete this exam, but it should only take about thirty minutes.

Lunch for Post-Conference Workshop Attendees (included in workshop registration fee)
1:00 - 2:00 p.m.

Post-Conference Workshop: Measuring and Assessing Your Customer Service Culture
2:00 - 5:00 p.m.
This three-hour post-conference workshop has been designed for those who are interested in gaining more knowledge on measuring and assessing the effectiveness of your current customer service efforts and culture on campus. Our expert instructors will expose you to a variety of measurement and assessment tools and techniques that can be used to gauge where your department, unit, or campus is with regards to your level of customer service, and you will be given time during the workshop to begin to formulate and adapt some of these tools to your own context.

October 25 - 27, 2017

Orlando, FL

Hotel:

Wyndham Orlando International Drive
8001 International Drive
Orlando, FL 32819

Room Rate: $164, plus applicable tax.
Room Block Dates: October 24, 25, and 26, 2017
Rate available until September 29, 2017.

Please book early - rooms are limited and subject to availability.

 

Reserve Your Room: Call 407.351.2420. Please indicate that you are with the Academic Impressions group to receive the group rate.

Speakers

Heath Boice Pardee

Heath Boice-Pardee

Associate Vice President for Student Affairs
Rochester Institute of Technology

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.

EmilyRichardson

Emily Richardson

Director of the Hayworth Center for Online Learning
Queens University of Charlotte

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.

Eileen Soisson

Eileen Soisson

Executive Director of Training, Development and Service Excellence
Coastal Carolina University

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.

Main Conference Only

$1,295 through Oct 6$1,395.00

Attend and learn from our expert instructors how to improve your frontline customer service skills in the higher education context.

Post-Conference Workshop Only

$395 through Oct 6$495

Gain more knowledge about how to measure and assess the effectiveness of your current customer service efforts and culture on campus.

Can't Attend? Buy the
Conference Binder
$295

Purchase the conference binder, which includes all presentation slides, worksheets, action plans, and additional resources.

Note: Conference attendees do not need to purchase materials separately.

Questions About the Event?

Sarah Seigle Peatman
Program Manager, Academic Impressions

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