Back to the Basics: Providing Quality Customer Service in Higher Education

Back to the Basics:  Providing Quality Customer Service in Higher Education
Available On-Demand (links below)
Overview
Although we like to talk about how unique our institution is, in reality institutions are very similar.  Our faculty members are trained at the same institutions, our course offerings are very similar and role & mission by institution type are nearly identical. The one thing that separates the quality of an institution is the level of service campus leaders commit to students.
Excellent student service doesn’t happen by accident; it is the result of intentional planning and monitoring by campus leaders.  This entertaining and interactive workshop will provide 26 examples of strategies to help participants understand and shape students’ expectations, meet and exceed them, and utilize techniques to minimize student disappointment while diffusing difficult students.
Objectives


  • Increase awareness of the impact of quality student service on the institution
  • Identify 26 elements of quality student service
  • Begin the development of a service plan using a service plan template that will be provided to all participants
  • Learn how to meet and exceed students’ expectations and minimize student disappointment
Who should attend?
  • Student Affairs Professionals
  • Learning Assistance Professionals
  • Anyone hoping to improve service to students

Who are the speakers?


Dr. Geri Anderson currently serves as the Vice President of Academic and Student Affairs and Provost for the Colorado Community College System.  In the role of Chief Academic and Student Affairs Officer, she provides leadership for all community college academic and student affairs policy review and development, ensures the development and enhancement of high quality career and technical and transfer education programs through on-going program review, assessment of student learning, high academic standards and the expansion of scholarship/creative activity.  In addition to providing leadership at the postsecondary level, Dr. Anderson is responsible for the administration of the Colorado Carl D. Perkins Career and Technical Education Plan and the Colorado Technical Education Act for all secondary and postsecondary programs.

 

Prior to joining the Colorado Community College System, Dr. Anderson served as the Vice President of Student Learning at Front Range Community College, the largest community college in Colorado.  In her 30 years experience as a higher education administrator and faculty member she has worked at large public research institutions, private liberal arts colleges and public community colleges.

Bitsy Cohn is the Director of Learning Opportunity Center Services at Front Range Community College in Fort Collins, Colorado and an adjunct faculty member in the Developmental Studies Department. She holds a BA in English with Minors in Linguistics and Theatre Arts and is currently pursuing a Master’s of Science degree in Organizational Leadership. Over the course of a twenty year career in Community College student affairs, teaching, tutoring and administration, she has become expert in customer service, student development, conflict management, post-secondary disability services, faculty training and development, at-risk retention strategies and at teaching all of the various tips, tricks, tools and magic spells students need for academic success.

In the past you had viewed the webinar: Back to the Basics: Providing Quality Customer Service in Higher Education

Below is the recording of the webinar Back to the Basics: Providing Quality Customer Service in Higher Education.

Link to Recording
https://innovativeeducators.webex.com/innovativeeducators/lsr.php?AT=pb&SP=EC&rID=15930312&rKey=b1e60720c5ad06cf

PowerPoint
http://www.innovativeeducators.org//v/vspfiles/V4_Backup/customer_service_free.ppt

Rick W. Burkett runs the John A. Logan College Teaching and Learning Center, teaches history, and heads an educational nonprofit. He publishes blogs on a wide variety of topics, including history, teaching and learning, student success, and teaching online.
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