Thursday, July 15th ~ 1:00-2:30pm EDT
Webinar Description
How do you define customer service? We may all define this differently, but there are basic principles and proven tips and techniques that can assist front line staff in providing exceptional customer service. This session will provide participants an overview of different philosophies of customer service and why exceptional customer service is important in higher education.
How do our customers (our students and their families) want to be treated? How do we know if we are living up to their customer service expectations? Learn about methods of benchmarking and setting customer service standards, as well how to evaluate customers in order to assess your level of customer satisfaction. Explore techniques that can help you develop positive customer relationships with your students and get motivated and geared up for the next incoming class of students.
Objectives
The participants will learn more about:
• customer service principles and tips and techniques that help provide exceptional service
• various ways to evaluate and assess levels of customer satisfaction
• benchmarking and setting service standards
• methods of evaluating customers and assessing customer service levels
Who Should Attend?
Front-line customer service or student services staff and their supervisors will benefit from the information presented in this webinar. Student workers and work study students who work in student services will also benefit.
Who is the Speaker?
Julie Selander, Senior Associate Director, One Stop Student Services, University of Minnesota
Julie Selander has worked in higher education administration and finance for over 22 years. Her experience includes student loan servicing operations, tuition payment plan sales and marketing, as well as management positions in student accounts receivable, billing, collections, financial aid, and customer service. Julie is currently the senior associate director of the One Stop Student Services Office at the University of Minnesota providing seamless and integrated student services in the areas of enrollment, registration, financial aid, billing and student accounts receivable. Twenty-seven One Stop Counselors across three campus locations provide service via phone, e-mail, and in-person for over 51,000 students on the Twin Cities campus.
Julie presents frequently on various topics related to higher education student services and has written several articles for publication, including NACUBO's Student Centered Financial Services: Innovations That Succeed. She serves as a board member for Minnesota's College Goal Sunday initiative and is a founding member and on the board of directors for the Institute for Student Services Professionals. She has her undergraduate and master's degree from the University of Minnesota and is currently working on her dissertation as a Ph.D. candidate at the University of Minnesota in the Higher Education Policy and Administration program.
Customer service is the manner in which the product or service is delivered to the customer and it is all about bringing customers back.
ReplyDeleteGood customer services = happy customers = better business.