Turn One-Time Students into Lifelong Customers

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As the world of higher education becomes more and more competitive, good customer service becomes essential. Is your institution ready to compete? Join Innovative Educators for a dynamic two-hour webinar featuring Robert Spector, international best-selling author and renowned speaker on customer service.

What if you could boost enrollment and significantly improve student retention rates? Would you be interested? Robert Spector, author of the international bestseller, "The Nordstrom Way: The Inside Story of America's #1 Customer Service Company", which Business Week said "bubbles with customer service insights," is the featured speaker for a dynamic two-hour webinar "Improving Customer Service and Student Satisfaction".

During the presentation Spector will break down the elements of the Nordstrom philosophy and explain how they can be adapted to dramatically improve your institution’s customer service. You will learn innovative strategies that will allow you to

· retain students, even those who planned to take only one class

· clearly distinguish your institution from the competition

· use secret shoppers to uncover your customer service weaknesses

· turn a call center into a revenue stream

· train staff using low-cost methods

Joining Spector will be Dr. Geri Anderson, interim Chief Academic Officer at Front Range Community College in Colorado. Anderson has been instrumental in the development and implementation of customer service strategies at her multi-campus institution. She will discuss innovative techniques using both traditional and technology-based strategies. Anderson has over 22 years of higher education experience and has a unique and fun perspective regarding customer service.

“After implementing the customer service strategies at my campus, thirteen secret shoppers awarded straight 10's (on a scale of 1 to 10) to our student service staff. The shoppers ranked 10 items and our campus was the only campus receiving a perfect score!" reports Anderson.

Improving Customer Service and Student Satisfaction will be held on June 22, 2005, 1-3pm EDT. Participating institutions will be given a password which allows their employees to view this webinar from any computer for 30 days following the event.

Cost: $345 (a $50 savings) per site connection if you register by May 31st at http://www.innovativeeducators.org

In addition to authoring several best-selling books, Spector has reported on business for the Wall Street Journal, U.S.A. Today, U.P.I. International and NASDAQ Magazine. He is one of the world’s leading speakers and thinkers on world-class customer service. "A commitment to providing outstanding service must be part of the DNA of every organization, particularly in the ever-competitive world of education," says Spector.

About Innovative Educators

Innovative Educators is dedicated to providing superior conferences and training sessions focused on the most critical and relevant issues facing educators today. Through our interactive conferences, both face-to-face and online, we create a fun and relaxed environment that encourages and supports the exchange of ideas. Our primary goal is to provide participants with the information, training and skills necessary to immediately implement positive change at their institutions.


Pamela Ranallo


[email protected]


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