DSU Training Featured in National Case Study
Dakota State University is featured in a national case study for Connections Now, a customer service training developed by educational consultant company Noel-Levitz. The training was facilitated by the Dakota State Human Resources Department and funded by the Title III Grant as a project to help increase student retention.
Human Resources Director Maria Harder viewed the training as part of an overall strategic plan aimed at strengthening the customer service culture on campus. "Good customer service is a key to student retention," said Harder. "Our DSU faculty and staff deal with customer's service issues involving students every day. We wanted to give them tools and resources to handle those situations, but make it an enjoyable training experience and let them learn from each other as well."
The Connections Now training was an innovative, blended model, offering employees both online and in-person opportunities to participate. Six campus volunteers led weekly discussion groups for employees who shared what they were learning and their experiences with each other. Online, employees could complete the training at their convenience. With more than 200 DSU faculty and staff taking part, Harder feels the program was a great success. "The technology worked really well. Allowing employees to complete the training at their own pace during work hours or at home was the key to getting such a high participation rate."
Noel-Levitz is a higher education consulting firm, specializing in strategic planning for enrollment and student success. They serve public and private education institutions throughout North America. The Dakota State case study is featured on the Noel-Levitz website at www.noellevitz.com/Our+Services/Professional+Development/Connections+NOW. Click the Dakota State link in the right sidebar.