Customer Service in an Academic Setting – For staff and managers in all departments

Presentation, half-day training, webinar People in universities and colleges sometimes resist business language – like customer, marketing, etc. But you have customers! Here is an interactive, practical approach to working skillfully with coworkers, faculty, administrators, students, other departments, etc. Participants learn to focus on customers’ needs, build lasting relationships, and practice strategies that solve problems and get things done on campus.
As a participant, you will:

  • Adopt a customer service orientation relevant for higher education.
  • Identify your customers and their perspectives, needs, requirements and pressures.
  • Understand how academic institutions have a different structure and culture from corporations.
  • Appreciate how the dynamics between staff and faculty impact customer service.
  • Discuss how to build relationships, manage expectations, help customer follow policies and procedures, and create results with customers across campus.
  • Practice how to handle complaints, say NO, deliver bad news, and defuse angry customers and complainers.
  • Appreciate your role in creating the best in education, research, the student experience and organizational effectiveness .

Customer Service in an Academic Setting has been customized for:

  • Research universities, Teaching universities, Technical universities, Public and Private universities, Community Colleges, Higher Education conferences.
  • School of Arts and Sciences, Medical Schools and their research hospitals, Business Schools, Nursing Schools, Dental Schools, Law Schools, Agriculture Schools, Engineering Schools.
  • Staff in individual academic departments (e.g., Physics, Environmental Science, Psychiatry, Pulmonary Care, Biology, Thoracic Surgery, Viticulture and Enology).
  • Individual Departments: Human Resources, Contracts and Grants, Development,
    Controller’s Office, Dean’s Office, Medical Records, Hospital Information Systems, Bursars Office, Research Administration, Library, Housing, Material Management, Facilities.
  • Shared Services staff and managers.
Susan, tell me more . . .
“Because of her history of work with the University, Susan understands the dynamics of interrelationships with the campus community. She is intuitive about people and quickly establishes rapport, and she enjoys a good reputation with managers and employees alike. You will find working with her easy, beneficial and rewarding.” Mary Roberts, Business Information and Technology Services, UCSF
  • “You nailed the behavior patterns very well. I like the way you get the point across that faculty are different and a different approach is needed.”
  • “Dr. Christy was amazing: dynamic, engaging, lots of good useable information.”
  • “Personal experience shared was great. Thank you, Dr. Christy, for keeping it “real”
  • Your research and preparation made for a good presentation.”
  • “Communicate with Faculty” section was great.”
  • “This should be required for every new employee.”
    • Feedback from Stanford University half-day programs: