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www.kirkwood.edu ● (800) 332-2055

Kirkwood Customer Service. Customers first……. www.kirkwood.edu ● (800) 332-2055. KIRKWOOD CUSTOMERS: Learners Community Members Faculty/Staff Visitors. www.kirkwood.edu ● (800) 332-2055. PHONE ETIQUETTE: OWN THE CALL Identify yourself by name and department when answering a call.

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www.kirkwood.edu ● (800) 332-2055

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  1. Kirkwood Customer Service Customers first…….. www.kirkwood.edu ● (800) 332-2055

  2. KIRKWOOD CUSTOMERS: • Learners • Community Members • Faculty/Staff • Visitors www.kirkwood.edu ● (800) 332-2055

  3. PHONE ETIQUETTE: • OWN THE CALL • Identify yourself by name and department when answering a call. www.kirkwood.edu ● (800) 332-2055

  4. PHONE ETIQUETTE: • AVOID TRANSFERS • Listen carefully to understand the callers concern. Locate the information and share with the caller. Transfer as a last resort. www.kirkwood.edu ● (800) 332-2055

  5. PHONE ETIQUETTE: Ask the caller: Are you looking for a credit class or a continuing education class? www.kirkwood.edu ● (800) 332-2055

  6. What if they don’t have a section #? Ask: What is the course about? How did you hear about the class? (Catalog, brochure, etc.) www.kirkwood.edu ● (800) 332-2055

  7. Transfer Procedures • If you must transfer a call, identify yourself to the person you are transferring the call to and the nature of the transfer call. www.kirkwood.edu ● (800) 332-2055

  8. Important Registration Information Class Information Demographics Refund procedures www.kirkwood.edu ● (800) 332-2055

  9. Important Information To Tell the Caller: • (1.) Any “Must Read” information • (2.) Confirm date, time, and location of class. www.kirkwood.edu ● (800) 332-2055

  10. DEMOGRAPHICS: • At each registration, BE SURE to capture the following information: • Full Address • Email address • Birth date • Gender • Source code www.kirkwood.edu ● (800) 332-2055

  11. The Importance of Demographic Information: As the field of lifelong learning becomes more competitive, this information is critical for three primary reasons: www.kirkwood.edu ● (800) 332-2055

  12. The Importance of Demographics : 1. Address and email address information lets us keep in contact with our customers (through catalog mailings, email communication, etc.) letting them know about upcoming opportunities. www.kirkwood.edu ● (800) 332-2055

  13. The Importance of Demographics : 2. Learner demographics (birth date, gender, etc.) help us identify what types of people are taking our courses – so we can market to others like them. www.kirkwood.edu ● (800) 332-2055

  14. The Importance of Demographics : 3. The source code lets us know how learners are finding out about our courses. This tells us where we should be focusing our marketing dollars. www.kirkwood.edu ● (800) 332-2055

  15. Refunds • CROSS SELL • If a caller asks to be withdrawn from a CE class, take the opportunity to transfer them to another section of the same course or a similar course. www.kirkwood.edu ● (800) 332-2055

  16. Program Directors / Office Coordinators Arts & Crafts – Cedar Rapids Tracy Wazac/Cassandra Jensen Certified Nursing AssistantGinny Kirschling/Karen Becker Computer Classes Stephen Descalzo Driver’s Ed/ Driver Improvement / OWI Michelle Cherrier/John Carney Exercise Classes (CR & Iowa City)/ Coaching Authorization/ Iowa City Arts & Crafts Larry Lutz/Janice Baack Environmental Training Kim Fensterman/Marvelene Foreman General Interest/Languages Janet Slimak/Cassandra Jensen Health Continuing Education Diane Constantine/Cindy Martin Moped/Motorcycle Programs/ Truck Driving/ Bus Driving Brad Swyers/John Carney Plumbing/Electrical/Welding Jeff Mitchell/Karen Friederich Real Estate Greg Stokes/Karen Becker www.kirkwood.edu ● (800) 332-2055

  17. Continuing Education Programs www.kirkwood.edu ● (800) 332-2055

  18. HEALTH PROGRAMS AT KIRKWOOD Health Science Continuing Education Health Occupation Orientations Dental Assisting Dental Hygiene Dental Technology Electroneurodiagnostic Technology Health Information Technology Medical Coding Medical Transcription Medical Assisting Nursing – Practical (L.P.N.) - Associate Degree (R.N.) Occupational Therapy Assistant Paramedic Specialist Physical Therapist Assistant Respiratory Therapist Surgical Technology Certified Nursing Assistant (Nurse Aide) CPR Dental Assistant/Hygienists Continuing Ed Emergency Medical Technician Foster Care Conferences LPN Supervisory Conferences Massage Therapists Continuing Ed Medic First Aid Nursing Continuing Ed Occupational Therapists Continuing Ed Pharmacy Tech Continuing Ed Physical Therapists Continuing Ed Social Workers Continuing Ed www.kirkwood.edu ● (800) 332-2055

  19. Driver’s Programs • OWI - 48 hour (can only be registered by the Transportation Department x4971) • OWI – 12 hour • Driver’s Education • Driver Improvement Program • Moped Rider Education • Motorcycle Rider Education • Truck Driver Training • Bus Driver Training www.kirkwood.edu ● (800) 332-2055

  20. NotContinuing Education: • Health Conferences (Health Science) • Nursing or LPNPrograms (Health Science) • Dog Grooming (Agricultural Science) • Paraeducator Program (Career Options) • Daycare Provider Program (Career Options) • Early Childhood Education (Career Options) • Checking on payments received (Cashier) • Testing (Learning Services) • Environmental Training (Environmental Training Center) www.kirkwood.edu ● (800) 332-2055

  21. Community Training and Response Center The Community Training and Response Center (formerly Environmental Training Center) was established in 2003 and houses the Environmental Training Center, the National Mass Fatalities Institute, the Hazardous Materials Training and Research Institute, the Midwest OSHA Education Center (all managed by Kirkwood Community College's Environmental Health, Safety and Security Department), and the Linn County Emergency Management Agency. www.kirkwood.edu ● (800) 332-2055

  22. SLUDGE MOEC HMTRI CCCHST HAZWOPER DNR WASTEWATER ETC NMFI CBT NCPETE CITA SAFETY www.kirkwood.edu ● (800) 332-2055

  23. Environmental Training Center Certification, Recertification & Upgrade Training ProgramsWater TrainingWater DistributionWastewater TrainingSolid Waste Operators - Landfill TrainingCounty Sanitarians and Well Contractors Industrial Fire Training Volunteer Firefighter Training Self-Paced Training Opportunities CITA (Central Iowa Training Association) The purpose of the Association is to provide affordable and available training through maintaining a film library and having an annual fire school (the fourth weekend in September). Call 5678 Call 5678 www.kirkwood.edu ● (800) 332-2055

  24. HMTRI (Hazardous Materials and Training Research Institute) HMTRI was established in 1987 by two Iowa community colleges that have long been active in environmental health and safety education and training. The purpose of the Institute is to promote worker protection and the maintenance of a clean and safe environment through education and training. Grant Funded Programs: ATEEC – Advanced Technology Environmental Education Center CCCHST – Community & College Consortium for Health & Safety Training NC PETE – North Central Partnership for Environmental Technology Education Environmental Health & Safety Training Workshops Hazardous Waste Site Worker (Hazwoper) Moderate Risk Waste Site Worker/Supervisor Industrial Chemical Spill Response Confined Space DOT Required Hazardous Materials Training Trenching Operations Forklift Safety Trainer/Supervisor Workplace Violence Awareness OSHA Call 5893 www.kirkwood.edu ● (800) 332-2055

  25. ET-Online Environmental Training Online (ET Online) is a new way to learn anytime – anywhere! Internet supported instruction coupled with hands-on training and workshops provided by partner organizations across the nation provide flexible training for workers in the hazardous material, wastewater, water, and solid waste fields. Call 5893 NMFI (National Mass Fatalities Institute) The National Mass Fatalities Institute was founded in 2000 with a congressional grant administered through the Centers for Disease Control and Prevention. Its mission is to prepare communities for the effective management of mass fatalities events. Call 7122 Fingerprinting By appointment only, we process the fingerprint requirements for health sciences and EMS students. Call 5677 CBT Contractor Based Training – a computerized test for area contractors to be allowed to do work in area plants. Call 5678 www.kirkwood.edu ● (800) 332-2055

  26. What We Don’t Do Fire Science – this is a credit program offered through the Industrial Technologies department for students interested in this field as a career. Forklift Student Training – this is a Continuing Education program for individuals; our forklift class is a “train the trainer” program. Asbestos – we do not do training in this area. Pesticide Applicator Certificate – this is a test given at the Test Center; contact Dave Kerton at 5456. www.kirkwood.edu ● (800) 332-2055

  27. Thank You For Your Time!! www.kirkwood.edu ● (800) 332-2055

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