Blending High Tech and High Touch:
Improving Customer Service and Student Retention
July 12 & 13, 2007
Register by May 29th and save $100!
Due to the increasingly competitive atmosphere in higher education, providing excellent service to students is more important than ever. Institutions must provide good services that initially attract students to their institutions, but they also must continue to offer students the services and support that make them feel valued and help them achieve their educational goals.
Conference sessions are designed to showcase the innovative customer service strategies that institutions of higher ed are implementing (e.g. alternative delivery systems and 24/7 customer service hours) while staying committed to building relationships with students.
· Customer service essentials
· Applying corporate customer service models to higher education
· Low-tech strategies that work
· Cutting edge technology solutions
· Why students leave and what you can do about it
· Developing a customer service training plan
· Potential obstacles to implementation
· Successful customer service assessment strategies
· Engaging parents in the college experience
· Designing a college-wide plan to create a customer service-focused culture
Who Should Attend?
- Vice Presidents
- Admissions Directors & Staff
- Enrollment Management Administrators & Staff
- Marketing & Communications Professionals
- Student Services/Affairs Administrators & Staff
- Financial Aid Advisors
- Front Line Staff
- Anyone involved in improving customer service and student retention
Dr. Neal Raisman
Most importantly, Dr. Neal Raisman is Emma’s and now Jack's “zaddi” or grandfather which he considers his number one job. But Dr. Raisman is also the leading authority and consultant on customer service in higher education. Dr. Raisman’s number one selling book Embrace the Oxymoron: Customer Service in Higher Education has been purchased by 52% of all colleges in the
His work in customer service began in 1999 when hired to figure out why a large multi-campus college was losing students. The answer he found was customer service. Not the customer service of the corporate world but of the academic enterprise where the customer can be wrong – especially on quizzes and tests. Since then, Dr. Raisman has worked with over 150 colleges in the States and
He has a PhD from the
Dr. Geri Anderson
Geri Anderson currently serves as Associate Vice President and Provost for the Colorado Community College System. Prior to that, she served as Vice President for Student Learning at
Geri was instrumental in the development and implementation of customer service strategies at
Susan Brown has sixteen years experience working at
During her time there, she developed Northeastern’s first Parent Advisory Board and the university’s first Parent Association. Susan also developed the national APPI conference (Administrators Promoting Parent Involvement). She has spoken at several national and regional conferences, including NASPA, AACRAO and NODA. In addition Susan has contributed to many articles relating to parent involvement.
Susan believes a supportive family helps students succeed and that parents need to be involved in the college process. By providing parents with information and services they are able to help their students achieve their academic goals.
Robert McCullough (aka Bob) is Dean of Admission at
Eric Hodgson helps colleges and universities with Web strategy, content management implementation, site maintenance, training, and staffing. Serving multiple industries, Eric has kept a firm grip throughout his career on using technology to accelerate marketing strategies. Eric specializes in the higher education market as an Interactive Consultant with Estrada, implementing specialized Web strategies and solutions for his clients ranging from small liberal arts colleges to four-year public institutions.