I attended the Customer Service Certification Conference at Stanford University. After attending all of the training sessions, I was excited to put what I had learned into practice. I set up monthly training sessions with the Enrolment Service Officers, who answer all calls coming into our institution, and have had 4 sessions so far using the techniques and tools taught by Susan and Stephen. I would like to share what my Service Champion has written about her experience with the training so far:
“I had been struggling with being happy and feeling successful in my role in a high-volume, fast-paced and demanding student service environment. I recognized that my own behavior was contributing to my struggle with finding success in my day but didn’t know exactly what I needed to change. I went to my leadership team (who had coincidentally just returned from their Service Excellence training) and shared that I was struggling and finding myself very dissatisfied (but not wanting to leave) and asked what I could be doing to be better at my job. The tools they brought back have transformed my relationship with the students and community members who I spend my days interacting with. I have shifted my perspective on what my role is and how to frame my approach to the students, and it has made everyone involved happier and more satisfied. I’ve learned to frame the conversation in a better and more empathetic way; how to listen to students and stop assuming I know what they’re about to ask; to give the student the space to air their concerns; and most importantly, find the value in what I do – which is simply helping people. We have done monthly team training sessions and I always look forward to the next topic we are going to cover and having the opportunity to continually explore how we can improve our service. It has made me happier in my job, and I believe it has made the team stronger and better as well. – Enrolment Services Officer”
This says it all about the training. The success we have had as a team with this training has significantly improved morale for the team and for individuals as you can see. Truly the best experience, professionally, I have had to date. – Student Case Manager, Thompson Rivers University
Extraordinary content and exceptional facilitation! Susan and the SLC team’s work experience in Higher Ed adds immense value to the learning.
This program is very insightful and thought provoking. Susan Leigh does a great job of delivering the material. I would recommend any Higher Education Institution to bring Susan Leigh to campus.
It’s very hard to find a customer service training program specific to the post-secondary environment (especially in Canada) and now I feel a lot more confident and equipped to take the materials/activities covered and transfer them into my college.
This program is very insightful and thought provoking. Susan Leigh does a great job of delivering the material. I would recommend any Higher Education Institution to bring Susan Leigh to campus.
Susan is an amazing speaker who is able to bring relevance of the topic no matter what department you work in.
I loved the face to face contact, the interaction we had with persons we knew and those we didn’t. I enjoyed the feedback from total strangers that ended up becoming my friends!