Building a University Service Culture: Case Study from Laurentian University



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Learn how one institution successfully shifted their customer service culture.

Learn how one institution successfully shifted their customer service culture.

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.


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


Patrick Lafontaine (Pat)

Manager, Transitions and Engagement, Laurentian University/Université Laurentienne

Patrick Lafontaine’s roots are in Northern Ontario, being raised in a French-Canadian community. He began his Laurentian University career in 1998 where he has since been a student, student employee, and Recruitment Officer. He then fulfilled leadership roles for Recruitment Services, Admissions, Service Innovation, and now Transitions and Engagement.

Recently, he has spearheaded student experience initiatives including the creation of the myLaurentian Hub (a comprehensive student service and contact centre), the launch of a campus-wide service delivery program, the introduction of CRM platforms, and the development of self-service online tools.

Through all his roles at Laurentian University, he has sharpened his skills in delivering service excellence and implementing customer experience (CX) strategies.

At home, with his beagle, he cheers on Chelsea FC (go Blues go!) when he’s not hiking, kayaking, or enjoying a pint of craft beer with friends.


Questions About the Event? Email this event's Program Manager, Kate Poisson.

Product Information

For the live webcast, login instructions for the webcast will be sent twice via email – in the registration confirmation email, and again the day before the webcast. Please safelist to ensure you receive these communications.

For webcast recordings, your recording is sent via email upon receipt of payment and within 10 business days following the live webcast. You will also be able to access your recording through your My Account section.


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