Want professional development and staff training for less time and money? At SLC, we come to you, and bring half-day, full-day, or certification training right to your campus. Our workshops are packed with amazing techniques plus interactive teaching methods and lots of discussion. Staff will enjoy scripting responses, using role-play, and team exercises to practice techniques while engaging with group and partner work.
The Power of Excellence
— A dynamic ninety-minute presentation, perfect for an in-service day or project kick-off, this session celebrates the power of staff and faculty to really move the needle on retention and student success through service excellence. Moderated breakout sessions make this a great discussion-starter.
Fundamentals of Service Excellence
— This half-day interactive training session improves the service exchange with basic communication skills, scripting, four-star greetings and triage techniques for frontline service excellence. Working with partners, participants will have fun helping each other become service champions.
Advanced Techniques for Service Excellence
— Topics for dealing with difficult customers like delivering “No” and other bad news, speed vs. efficiency at peak times and escalation pathways taught with role-play scenarios from participants’ experience.
Leadership/Team-building: Myers Briggs Type Indicator
— Using the well-respected MBTI instrument as a lens, we’ll examine personal preference, communication style, team-building, and leadership as key factors in creating service excellence while respecting differences.
One Stop: Shared Services
— Whether you’re assessing readiness, opening a new One Stop, or revitalizing an existing one, we’ll schedule a day’s visit to help. Brainstorming solutions, spaces and build-outs in the a.m., then it’s customized training in the p.m. One day, on your campus, with targeted outcomes.
Contact Center: Strategic Phone Services
— Get ready! Phones are still the preferred customer service channel so the morning is all about your telephony strategy, getting mobile ready, implementation planning and space evaluation. Then in the afternoon, we train your staff in best practices for service excellence by phone.
SILVER CERTIFICATION: Delivering Service Excellence
— Fifteen hours of training for frontline staff in solid techniques for delivering service excellence including scripting service responses, handling high volume service with speed, accuracy and empathy, triage, escalation pathways, service personality and the MBTI, stress reduction techniques, concluding with both written and video final assessments.
GOLD CERTIFICATION: Measuring/Managing Service Excellence
— Fifteen hours over two days of project training for managers to change their service culture, negotiate Service Level Agreements, build Key Performance Indicators, then report progress and final success. Bring your service problems, go home with a plan! Written project plan and final video of plan presentation required.
TRAINER CERTIFICATION: Teaching Service Excellence
— Silver and Gold certificate holders learn to customize training for their own institutions. Twelve-hour curriculum covers teaching competencies, scaffolding curriculum, lesson planning, evaluations and classroom management. Written assessment & videotaped practice teaching complete the certification process.
CONSULTING SERVICES –
Assessment of Service
— Direct observation/assessment of current service delivery plus consultation to eliminate existing bottlenecks plus creative improvement opportunities.
Integration of Student Services: One Stop
— Assessment of readiness for service integration, project implementation plans, space considerations, negotiation of new service level agreements, reorganization of staff, business process redesign, paperless processing, project reporting, and communication plan.
One Stop: Phase Two
— Assessment of existing One Stop to find opportunities for continued service improvements, business process redesign, paperless processing, workflows plus data mining for evidence of success.
One Stop: Contact Center Development
— Integration of telephony services across key offices to improve staffing efficiencies like two-tiered phone queue, Intake to Expert, service delivery, and training. Email, chat and social media service channels can be included, if desired.
Campus-wide Service Initiatives
— Development of long-term project plans for campus-wide service excellence while remaining true to the institutional brand. Project scope can include change management, staff redeployment and training, communication and reporting, plus strategic planning process over several months.
Have questions, please call or request a quote!