Monday, June 9, 2025
11:00 – 12:30 pm ET

Many college leaders can point out where the lapses in student-focused service are -- inconsistences in information published on the web, frustrated students advised differently by staff in related areas, responses from faculty or staff that do not focus on student support.

To tackle these issues, join us on June 9, 2025 when our presenter will focus on building a vision for customer service on your campus; provide examples of the emerging practices where schools have found success; help you develop a plan to engage your staff in building a culture of service with measured outcomes; and address policies and processes that create barriers and frustrations.

As the research shows, we must adjust our service and increase student satisfaction or our students will find an institution that is more student-ready and focused on both service and academics.

By prioritizing the “service” in student service, you can cultivate a positive campus environment. Create personalized connections, anticipate student needs and ensure seamless access to essential services. You’ll create feelings of micro success experiences for students, fostering a strong sense of belonging, connection to campus and stronger commitment to academic goals. 

Topics Covered

Gain crucial, actionable takeaways that will help you:

• Explore examples of emerging trends and award-winning service-oriented programs that are positively affecting the student experience and retention rates.
• Review and implement changes in expectations related to student-focused service – you’ll experience the return on investment in terms of student satisfaction and retention just like other departments and schools who have adopted this approach.
• Transform interactions with students and create the building blocks to support staff in developing customer service relationships.
• Improve your staff’s understanding of high-quality service and establish standards that better support the student experience.
• Explore strategies that are being utilized successfully with Gen Z students, parents and families, and adult learners.
• Review methods of assessments and benchmarking customer service with examples of specific key performance indicators (KPI’s) that help evaluate performance and progress.
  

Presenter

Dr. Cathy Briggs currently serves as the Dean of Student Success at Rowan College at Burlington County (RCBC).
Click here for full bio.