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.
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.
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