Topics
- In the Shoes of the Customer
- Service Standards
- Delivering No and Other Bad News: Keeping the Conversation Positive
- Identifying Your Communication Strengths and Weaknesses
- Speed and Efficiency
- Dealing with Difficult Customers
- Self-Improvement Planning
- Simulation
- Optional Post-Conference Workshop: Service Level Agreements and Customer Service Metrics
- Action Planning
Who should Attend
Managers and front-line staff in enrollment management related offices (bursar, financial aid, card offices, admissions) and other student services.
