Breaking Customer Service Rules to Provide 'Uncommon Service' to Your Students

Monday, June 25, 2018: 9:45 AM-10:45 AM
Room 16AB (Austin Convention Center)
Session Type: Interest Sessions
Track: Professional Development & Management
Subcategories: Enrollment & Retention Track
Audience: All
Credit Type: Credit Hours and Clock Hours
School Type: All Schools
How can underperforming in the financial aid office create better service experiences? How can you manage students' and parents' behaviors and expectations while covering the costs of providing optimal service? Portland State's Mike Johnson explains, inspired by the book "Uncommon Service:  How to Win by Putting Customers at the Core of Your Business." He's joined by customer success guru Chrisy Woll, who manages high expectations from 450 institutions serving 3 million students. Woll embraces grit, simplicity, and servant leadership – but measures by Net Promoter Scores. Learn how breaking the rules can change the game and drive customer and employee satisfaction.
Kristen Gast (Southern Oregon University)
Chrisy Woll (CampusLogic, Inc.)
Michael Johnson (Portland State University)