1. Enrollment Center Overview23
Michele Brown
Sebastian Contreras, Jr.
Bruce Oates
Joianne Smith
Cheryl Warmann
2/26/2014

2. Learning Outcomes Summarize the Enrollment Center mission.
Recognize elements of the facilities.
Explain Enrollment Center services.
Provide outstanding customer service.
Recognize the importance of accurate information.
Define general information.
Reflect on personal contributions towards meeting customer service goals.
Recall cross-training opportunities. 24

3. Mission
Facilitate a seamless student enrollment experience into, through, and out of the institution.
Guide students and families through academic and administrative processes, planning, and decision making in a developmental environment.
Encourage independence and personal responsibility.
Recording 12

4. Facilities Main desks Public computers to assist students
Admission, advising, financial aid, registration
Administration, career services, Trio, records
Public computers to assist students
Back office space for mail center, call center and records (Des Plaines)
Cross-training room
Adjacent to cashiering
Recording 21 or Recording 4

5. Range of Services
Recording 19 or 5

6. Customer Service Expectations
Welcome.
Smile & greet.
Positivity.
Use excellent communication skills.
Listen & clarify.
Empathize.
Ask open ended questions.
Ask follow-up questions to clarify.
Anticipate questions.
Recording 6

7. Customer Service Expectations
Make a commitment to personally answer students’ questions.
Respond to students’ need(s) for oral, written, and hands-on assistance.
Educate.
Provide options & resources.
Provide accurate information.
Creates trustworthiness.
Establishes integrity.
Failure results in loss of confidence in Oakton.
Recording 14

8. General & Integrated Information
Utilize and provide a wide array of knowledge.
Locate & explain information from Oakton’s website.
Teach steps to enroll in courses.
Assist with MyOakton and other online applications.
Clarify Oakton dates & deadlines and their impact on enrollment.
Provide and receive student service forms.
Schedule appointments & record walk-ins.
Orient on college norms.
Provide financial options and financial literacy information.
Recording 19
Recording 20 and 7

9. General & Integrated Information
Integrate Information to Fully Inform.
Provide accurate information by utilizing students’ records.
Share additional context.
Explain future steps and activities (avoid “no one ever told me”).
Respond to students’ communication cues (oral, written or hands-on) to insure message is received.
Holistically review of students’ enrollment needs and records.
Cheryl

10. Customer Service Teams
Primary Customer Service Team
Advising Services, Specialist
Career Services, Assistant and Clerk
Enrollment Services, Specialists, Assistants & Student Employees
Supplemental Customer Service Team
Advising Services, Advisers
Career Services, Advisers
Financial Assistance, Advisers
Recruitment & Outreach, Recruiters
Registrar Services, Specialists
Recording 16

11. Cross-Training General & integrated knowledge
Monthly in-person training
Electronic (D2L)
Departmental meetings (upon request)
Technology
Telephones
Calendar & Appointments
Banner
Scanning
Powerfaids
Recording 8

12. Quiz Time The quiz is posted in D2L. Please complete by 4/15/2014.
Post any questions on the discussion board.
Thanks for your participation!
Recording 8