Delivering WOW Customer Service: How to Dramatically Improve Student Satisfaction, Loyalty, and Succ

Venue: Online

Location: Online,

Event Date/Time: Jun 18, 2009 End Date/Time: Jun 18, 2009
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Delivering WOW Customer Service: How to Dramatically Improve Student Satisfaction, Loyalty, and Success 18 & 25 June 2009 (2 part workshop) Online NOTE: Payment is not required before event. This webinar provides insights into customer service in a higher education context. Contrary to the private sector view that the customer is always right, successful models in colleges and universities are about empowering students and teaching them to take responsibility for their future. Core content includes students as consumers of our services and educational products, delivering on institutional promises, and best practices in student services. Webinar participants will learn: *What WOW customer service means in a higher education environment *About best practice models *How these models improve student satisfaction, loyalty, and success *How to motivate employees to personify your service philosophy *How to create and sustain a service culture *How to leverage technology to improve the quality of human interactions *How to effectively communicate with students Who Should Attend? *Recruiters *Admissions Staff *Front-line staff *Call center staff *Online support staff *Faculty *Administrators *Advisors *Counselors *Marketing Staff *Enrollment Management Administrators *Anyone and everyone looking to improve service to students Who is the speaker? The president and CEO of SEM WORKS, Dr. Jim Black, is the founder of the National Conference on Student Retention in Small Colleges and co- founder of the National Small College Admissions Conference and the National Small College Enrollment Conference. He formerly served as the director of AACRAOs Strategic Enrollment Management Conference. Dr. Black has published numerous articles and book chapters including a feature article in College & University, Creating Customer Delight; a chapter, Creating a Student-Centered Culture, for a book on best practices in student services published by SCUP and sponsored by IBM; a chapter on enrollment management in a Jossey-Bass book on student academic services; as well as a bimonthly feature in The Greentree Gazette. Among his other published works is a monograph titled, Navigating Change in the New Millennium: Strategies for Enrollment Leaders and a book he recently edited, The Strategic Enrollment Management Revolution considered to be a groundbreaking publication for the enrollment management profession, Gen Xers Return to College, and Essentials of Enrollment Management: Cases in the Field. Black was honored as the recipient of the 2005 AACRAO Distinguished Service Award. He has been interviewed by publications such as The Chronicle of Higher Education, Converge Magazine, The Enrollment Management Report, The Lawlor Review, and was interviewed for AACRAOs Data Dispenser. Black also was featured in an international teleconference on enrollment management sponsored by The Center for the Freshman Year Experience at the University of South Carolina, and a PBS broadcast on "Blending High Tech and High Touch Student Services". Since 1999, Jim Black has been an IBM Best Practices Partner, one of only twenty-three in the world. He was invited by The College Board to Heidelberg, Germany, to evaluate the APIEL Exam and most recently was invited to lead conferences on enrollment management and student services in the United Kingdom and the Netherlands. Dr. Black has served on the boards of several technology companies and has consulted with companies such as Microsoft and the SAS Institute. Higher education clients have included two-year, four-year, public, and private institutions. Enquiries: