Join like-minded professionals to discuss how increasing customer service efforts on your campus can make a big impact.
Overview
Because student and employee engagement and retention are top priorities for colleges and universities, campus leaders are looking for solutions that will make a positive impact. Enhancing customer service for these critical populations is what many institutions are leaning into—not as a quick fix, but as a way to meaningfully change the culture around service excellence.
Join us for an online series to discuss important topics around enhancing customer service in higher education. You’ll engage in conversation with other higher ed professionals like you who are interested in hearing more about relevant issues, common challenges, and ways to make sustainable change through service excellence.
Each session will be facilitated by Dr. Heath Boice-Pardee, Head of Practice for Service Excellence at Academic Impressions, who has worked with hundreds of campus leaders around the world to enhance customer service.
How it Works
The series consists of three one-hour discussions. Each session focuses on a specific topic related to the broader theme of enhancing customer service in higher education. We’ll spend most of each session in conversation with other professionals across the nation—exchanging ideas, sharing promising practices, and providing the space to ask questions.
You may choose to attend some or all of these sessions. To get the most out of the series, we encourage you to attend all three; however, if you can only attend one or two, you will still benefit from the information and collective dialogue involved.
DISCUSSION 1
Managing Student and Employee Complaints
Recorded on October 27, 2023
Join the discussion on how to manage student and employee complaints and enhance satisfaction and retention.
DISCUSSION 2
Managing Difficult Customers
Recorded on November 17, 2023
Join the discussion on how to diffuse challenging situations with difficult customers in higher education.
DISCUSSION 3
Creating a Culture of Care
Recorded on December 15, 2023
Join the discussion on how to enhance student and employee satisfaction through the creation of a caring environment.
SPEAKERS
Heath Boice-Pardee
Head of Practice in Service Excellence, Academic Impressions
Dr. Heath Boice-Pardee worked as an administrator in higher education for 30 years in a variety of roles including Assistant Dean at Rutgers University, Associate Vice President for Student Affairs and Interim Senior Vice President for Student Affairs at Rochester Institute of Technology (RIT). Additionally, he teaches in the School for Individualized Studies at RIT and developed a higher education administration Master’s concentration in service excellence and the student experience. Given his passion for the topic, he joined Academic Impressions as their first Head of Practice for Service Excellence in higher education in 2023.
Questions About the Event?
Heath Boice-Pardee
Head of Practice in Service Excellence, Academic Impressions