Questions

Q: please send me any information you have about Customer Management tools and Customer Service Training. I have a particular staff member who is more data driven than customer service driven so we are looking at ways to train her to understand the data implications of good CS.

Q: We are trying to change our Customer Satisfaction Survey process (class evaluations) and to add periodic surveys to elicit broader program feedback. Currently our class surveys are hard copy, then someone has to collect and type up all the feedback and the instructor as well..

Q: Do you know of any members of LERN that allow for advertising space in their CE brochures? This is an idea we have discussed, but I wanted to find out if others in the industry are doing this kind of marketing.

Q: I’m in the process of preparing targets for the operating margins for our various programs and have 2 questions related to direct expenses: 1. What promotion expenses should I be including in direct program expenses? Our promotion expense budget is centralized. Production of..

Q: We will soon be hosting varied focus groups and wondered if you could share any insight as to what we should try to glean from the attendees. The first is scheduled for August 11 with all of our trainers. We will then schedule other groups to include existing contract..

Q: We are uncertain how to write our course cancellation blurb. We are currently experiencing a drop in CE sign-ups in the region along with a lot of last-minute signups. We want to encourage folks to sign up early to avoid the course being cancelled, however, due to the..

Q: Can you tell me if you have any information on whether it is better to send our brochure to any student who has taken a class in the past two years vs. the past three years? Not sure it's worth the cost to market to someone who has not taken a class in the past 2-3 years. I..

Q: Currently we are distributing our catalog by inserting it in our local paper which from the research I have done isn’t working. The Des Moines Register Subscriber demographics don’t match our demographics. We also distribute to all of our students within our school district,..

Q: We would appreciate consultation on financial benchmarks for our program. The benchmarks that LERN endorses do not apply to our unit for several reasons. Is it possible to have a telephone consultation with someone from LERN so we can learn how best to align programs with the..

Q: I am looking for a business plan template for a continuing education department. I can easily find a business plan template for a private business, but hoped LERN might have a special one for the college environment.