Particular leaders who may benefit include those who already conduct training on campus or new teams empowered to deliver service excellence training for employees and students including Residence Life and Orientation staff, Admissions and Welcome Center teams, and more.

Your registration fee includes full access to all conference sessions and materials, breakfast, lunch, and access to the networking reception on Monday, breakfast and lunch on Tuesday, as well as refreshments and snacks throughout the conference.

Day One: Monday, September 30, 2024
8:30 a.m. – 5:00 p.m. MT (Local time in Denver, CO)

Registration Check-in and Breakfast
8:30 – 9:00 a.m.

 

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Welcome and Introduction 
9:00 – 10:00 a.m.

 

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Learning Format (“Watch, Learn, Do”)
10:00 – 10:30 a.m.
This workshop will follow the practice of “watch, learn, do.” You will “watch” the facilitator lead specific trainings, “learn” the content so that you can speak about it with confidence, and then “do” the training (practice) for all participants for feedback.

 

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Content Delivery Session I — Service Excellence in Higher Education: Why Now?)
10:30 – 11:30 a.m.
Learn how to lead this fundamental session that shares context and data on why customer service is critical in higher education today-and why everyone in higher education should pay attention.

 

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Session I Debrief 
11:30 a.m. – 12:00 p.m.
Discuss with the facilitator what you learned from the Content Delivery I session, questions you have, and challenges you expect. 

 

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Lunch 
12:00 – 1:00 p.m.

 

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Content Delivery Session II — Assisting Difficult Customers
1:00 – 2:30 p.m.
Learn how to help others manage difficult customers that impact customer service and retention. You will watch the facilitator discuss ways to manage customer expectations and about service recovery when interactions don’t go as planned. 

 

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Session II Debrief 
2:30 – 3:00 p.m.
Discuss with the facilitator what you learned from the Content Delivery II session, questions you have, and challenges you expect.

 

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Break 
3:00 – 3:15 p.m.

 

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Content Delivery Session III — Active Listening
3:15 – 4:00 p.m.
Hear how enhancing active listening skills can make a big impact on service situations and watch the facilitator talk about “the conversation cycle.”

 

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Active Listening Scenarios/Role Plays 
4:00 – 4:30 p.m.
Work together to practice using “the conversation cycle.” 

 

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Session III Debrief and Wrap-Up 
4:30 – 5:00 p.m.
Discuss with the facilitator what you learned from the Content Delivery III session, questions you have, and challenges you expect. 

 

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Networking Reception (included in registration fee) 
5:00 – 6:00 p.m.
This informal reception is your chance to decompress, have some refreshments on us, and expand your network of connections. Our programs are intentionally designed for smaller groups, so this is a great time to catch up with the attendees and speakers with whom you may not have connected yet.

 

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Day Two: Tuesday, October 1, 2023
8:30 a.m. – 5:00 p.m. MT (Local time in Denver, CO)
Breakfast 
8:30 – 9:00 a.m.

 

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YOU As Facilitator (including Self-Assessment)
9:00 – 10:30 a.m.
Assess your own skills as a facilitator and learn best practices for facilitating workshop material.

 

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Small-Group Facilitation Practice
10:30 a.m. – 12:00 p.m.
Work in small groups to practice your facilitation skills and receive peer feedback.

 

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Lunch 
12:00 – 1:00 p.m.

 

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Micro-Lesson Prep/Time with Facilitator
1:00 – 2:00 p.m.
Craft your own customer service “micro-lesson” and consult with the workshop facilitator on content that is most relevant to your campus. 

 

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Micro-Lesson Presentations (Individual)
2:00 – 4:30 p.m.
Present your “micro-lesson” to the room for feedback and applause!

 

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Debrief, Certification Exam Preparation, Close 
4:30 – 5:00 p.m.
Gain insight on the certification exam, how to promote yourself as a “certified facilitator,” and get any lingering questions answered. 

 

Attend any three in-person conferences for $5,500 for Members ($6,000 for Non-Members) – or $1,833 dollars per registration for Members ($2,000 for Non-Members) – with a Conference 3-Pack. There’s no one way to use your 3-Pack!

• Send 3 people to the same conference
• Send 3 individuals to different conferences
• Experience 3 different conferences yourself

Learn More

The training will be conducted in person at Academic Impressions’ Denver-based office at:
5299 DTC Blvd, Suite 1400, Greenwood Village, CO 80111

 

Nearby hotel suggestions:

 

Hyatt Place Denver Tech Center – 3-star hotel
8300 E Crescent Pkwy, Greenwood Village, CO 80111
303-804-0700
Distance from office: 0.5 miles if driving, 0.3 miles if walking

A room rate of $154/night is available if you book your room using this link.

This reduced rate and room availability are subject to general hotel availability and not guaranteed. So, we recommend booking as soon as possible!

 

Denver Marriott Tech Center – 4-star hotel
4900 S Syracuse St, Denver, CO 80237
303-779-1100
Distance from office: 0.9-1.2 miles, depending on route

A 10% discount is available if you book your room using this link.

This discount is subject to general hotel availability and not guaranteed. So, we recommend booking as soon as possible!

 

Hyatt Regency Denver Tech Center – 4-star hotel
7800 E Tufts Ave, Denver, CO 80237
303-779-1234
Distance from office: 1.1 miles