Check out our Spring Certification Conference at The Westin, Long Beach, CA - Apr. 30-May 5, 2018 Find out more!

Gold Certificate at The Westin Long Beach

May 2, 2018 – May 3, 2018 all-day
The Westin Long Beach
333 E Ocean Blvd
Long Beach, CA 90802
Stephen Gray

If you want to become a leader in higher education customer service excellence, this course is for you! Learn critical project management skills for service improvements including how to leverage your student system data. Train with us to establish service standards by learning to negotiate and broker new Service Level Agreements (SLAs) across offices like standard response times to email or voice mail. Discover institutional Key Performance Indicators that serve as new service metrics to report and prove project progress, then celebrate your success. Become a role model for maintaining and managing superior customer service standards. Bring a specific service challenge from campus as your case study, go home with a solution and individualized plan. Your problem is our passion! If you must improve service on your campus, this training will help you discover how to get it done!

Wednesday – 8:30 am-5:00 pm

  • Registration and welcome
  • Coffee and continental breakfast
  • Changing a service culture
  • Re-Envisioning service standards
  • Establishing new service metrics
  • Working lunch in training room
  • Gathering the evidence of service success
  • Dinner on your own

Thursday – 8:30 am-5:00 pm

  • Coffee and continental breakfast
  • Communication and reporting
  • Competencies and coaching for service excellence
  • Lunch on your own
  • Managing to new service standards
  • Professional expectations and rewards
  • Exam preparation and review, Q & A
  • Written assessment; case study finalized
  • Mock meeting video exam and wrap-up

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