Enrollment Center Overview 23 Michele Brown Sebastian Contreras, Jr. Bruce Oates Joianne Smith Cheryl Warmann 2/26/2014

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

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

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

Range of Services Recording 19 or 5

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

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

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

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

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

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

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