Develop and implement your customer service vision at your institution. You will learn about service philosophies that have been used successfully in higher education as well as seven important tactics for turning your customer service vision into a reality.
Outline Your Vision in Real Time
Throughout this interactive training, you will participate in a series of activities designed to help you apply the concepts you are learning. You will come away with an outline of your own customer service vision and philosophy that you can build upon to enhance customer service within your unit.
Who Should Attend
If you work in higher education and are interested in either developing or further defining your vision and philosophy for the group of customers you serve, this program is for you. The content for this webcast has been designed to be flexible enough to fit multiple functional areas within higher education.
After participating in this online training, you will be able to define a unique customer service philosophy and vision for your department or your unit.
- Begin at the Beginning: The “Who” and the “Why”
- What are your key drivers behind providing good service?
- Who are the various customers you serve?
- Working time: who and why
- Customer Service Philosophies
- Review of overarching service philosophies from the corporate sphere
- Translating these philosophies to higher education
- Working time: defining your philosophy
- Applying Your Vision
- 7 tactics for operationalizing your vision
- Working time
- Discussion and questions
Teri Yanovitch, Founder and CEO, T.A. Yanovitch, Inc.
Teri Yanovitch has been on the frontline of the customer experience for more than three decades. Teri works with higher education institutions to enhance the student experience and staff experience by delivering excellent service both internally and externally. Colleges and universities have called upon her expertise and knowledge of how to deliver a seamless experience of excellent service to improve student success and student retention. She has been a keynote speaker for national and regional CUPA-HR, NACUBO, SACUBO, COBA, and many other higher ed institution associations. Teri takes a holistic, system-oriented approach to helping organizations transform their service culture and sustain it over time.
Previously as a keynote speaker and seminar leader with the Disney Institute, she shared exemplary practices of customer service with organizations worldwide. As a vice-president for Philip Crosby Associates, she taught executives around the world how to weave quality into their systems and processes. Her highly acclaimed book: Unleashing Excellence – The Complete Guide to Ultimate Customer Service is the culmination of her years of experience in these fields. After many years working with corporate businesses to implement a culture of service excellence, T.A. Yanovitch, Inc. was asked to apply the principles to higher education. More details about her work can be found at www.retainloyalcustomers.com and www.retentionstudentexperience.com.