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Improving Customer Service

Admissions, Improving Customer Service, Professional Development · January 18, 2022

Why Adding Student Notes In Your CRM Matters

By Ethan Penland, Director of Admissions Services4 minute readI once had a leader that would echo, constantly, “Make sure it’s in Slate.” What they were referring to was any time I had a conversation or interaction with a student, notes needed to be added into our CRM.When I became a …

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Admissions, Improving Customer Service, Leadership, Professional Development, Sales Basics · December 14, 2021

Ready to Improve Your Onboarding Process?

By Ethan Penland, Director of Admissions Services4 minute readAs we start a new year, so do many new professionals in enrollment management. That also brings the responsibility of onboarding new staff.The onboarding process can easily set the tone for what is to come for that …

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Admissions, Conversion and Yield, Decision Time, Improving Customer Service, Psychology · October 12, 2021

Don’t Forget These 4 Things

By Jeremy Tiers, Senior Director of Admissions Services1 minute readStudents continue to choose their college (or in some cases where they’re going to visit or apply) because of a boyfriend, girlfriend, the weather, the dorm rooms, or even the food options.That might seem completely …

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Admissions, Improving Customer Service, Increasing Engagement, Professional Development, Sales Basics, Standing Out · August 17, 2021

You Need To Consistently Do This

By Jeremy Tiers, Senior Director of Admissions Services1 minute readIn last week’s article, I made the statement that successfully recruiting your next class of students ultimately comes down to consistently doing 10 or 11 little things well.One of the key pieces of data we continue …

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Admissions, Building Trust, Improving Customer Service, Professional Development, Sales Basics, Standing Out · April 27, 2021

How Can I Help?

By Jeremy Tiers, Director of Admissions Services2 minute readIn almost every episode of the TV show New Amsterdam, Medical Director Dr. Max Goodwin asks “How can I help?”It’s hard for any of us to truly help someone until we get to know them – their current situation, frustrations, …

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