Tuesday, July 7, 2026
2:00 – 3:15 pm ET

Deliver Exceptional Service & Advance Your Institutional Mission

Frontline staff are the first voices and faces students and families encounter and they are expected to have answers immediately. Yet, your frontline staff are often navigating complex campus policies, emotionally charged situations, and competing expectations without the training needed to do so effectively.

Gain clear direction on how to train and support your team to consistently deliver exceptional service and advance your institutional mission. Give your frontline staff the clarity, confidence and tools they need to thrive. This isn’t just customer service training – it is a mission-driven, emotionally intelligent, institution-wide approach to frontline excellence, filled with practical, repeatable strategies you can implement immediately.

Gather your supervisors together on July 7, 2026, for a dynamic session led by a seasoned presenter. This webinar will equip staff with the tools, language, and confidence to succeed, while helping supervisors foster a culture where service, mission, and operational excellence reinforce one another.

Topics Covered

Gain the necessary tools and strategies to help you:

• Develop a clear picture of what “good” looks like in operational terms so staff know exactly how success is defined and evaluated.
• Foster an office environment of awareness and understanding that contributes to visitors’ sense of value and connection.
• Create a framework for aligning daily service with departmental and institutional mission, helping staff see how their work propels the university forward.
• Gain insight into the “Top 5 Failure Points” that derail service and how to prevent them before they happen.
• Provide clarity on your frontline staff’s actual authority and how to use it to resolve issues quickly, confidently and consistently.
• Supply the tools for managing and de-escalating emotions to recognize the “real problem” beneath the presenting issue, so frontline staff can respond effectively when conversations become charged or complex.
• Build a culture where service excellence is understood, measured and celebrated so that staff see their vital connections that directly advance institutional goals.

Presenter

Dr. Staci Phelan currently serves as the Division Administrator for the Division of Management Services in the Department of Health and Welfare for the State of Idaho. She has extensive experience working in and consulting for higher education institutions.
Click here for full bio.

Invite your entire team for one low price!

• Live 75-minute online session with carefully selected expert(s)
  
• Unlimited access for your entire team to view webinar recording for two years (available after live event)
• Materials for your team (handouts, discussion questions, etc.)
• Certificate of completion for each participant
  

Instructions for live webinar access for your group are provided to you immediately upon checkout. Instructions for accessing the on-demand recording will be emailed to you approximately 24 hours following the live webinar. Feel free to contact us at info@paper-clip.com or 1-866-295-0505 with any questions. For information about licensing this webinar for unlimited distribution on your institution’s internal network/server, email info@paper-clip.com.

PaperClip Communications welcomes persons with disabilities to join our webinars. If you anticipate needing an accommodation or have questions about the online access provided, please email info@paper-clip.com at least two weeks in advance of your participation.