1 SUPPORT SERVICES

2 Program planning and marketing occur during the initial stages of a successful operation, but the execution phase is equally as important.

3 The execution phase is heavily dependent on the support staff and well designed policies and procedures.

4 SUPPORT SERVICES INCLUDE Registration Customer Correspondence Purchasing Accounting Materials Preparation Customer Relations Record Keeping

5 Registration Providing additional information about the activity that supplements the descriptions in the brochure  Marketing related activities  Collecting data for current and future needs (Tracking)  Building relationships  Collecting names and vital information

6 Three important elements of the Continuing Education registration process are:  Method  Place  Time

7 Place  The CE Location  At the home/workplace  At the educational activity

8 Time  Any time  Office hours  Scheduled times

9 Another critical element of the registration process is feedback: Confirmation of:  Time  Location  Dates  Maps

10 The registration process is complete only after the participant is comfortably seated in the classroom.

11 The manner in which the participant is welcomed at the location and processed affects the participants readiness to learn.

12 What can you do to assure a positive experience upon participant’s arrival? Place signs in strategic locations Have someone greet the participants Provide adequate parking Provide a “safe” environment

13 Student Services  A toll free number  The purchase and delivery of books  An interactive web page  Customer-friendly policies and procedures

14 Faculty Services Copy service (reproduction of materials) Room set-up Media (i.e., projector, TV, VCR, computer, screen) Classroom management issues Training in new educational technologies Teaching methods

15 Records  CEU – The continuing education unit  The CEU is a measure of participation and satisfactory completion of a continuing education activity.  1 CEU represents 10 hours of instruction  1 Hour of training is.1 CEU

16 Criteria for establishing the CEU based on the International Association for Continuing Education and Training.

17 Other Support Services  Marketing  Financial  Materials  Production  Facility Set-Up  Maintenance