Certification Training
“Susan gets us and knows our customer service jobs can be both rewarding and difficult. She is able to enhance the certification training and tailor it around higher ed, which has a culture all its own.”
Higher Education is an industry built on measurements, from GPAs to class ranking, where students prove they have attained a certain level of expertise, right? So shouldn’t customer service certification in higher education have staff demonstrate their expertise in service excellence?
Silver Certificate: Delivering Service Excellence
During this course, participants learn specific techniques to provide service excellence for today’s students and their families. From scripting service responses, to handling long lines, to knowing when to escalate an issue to a supervisor, everyone practices new techniques that will fill out their current tool box. Read more
Gold Certificate: Managing and Measuring Service Excellence
This course covers the skills of leading service changes on your campus. From establishing campus wide service standards to negotiating the full cooperation of staff across offices, staff who help lead change or manage staff who deliver the new service are going to learn exactly what they need to get that done! Read more
Train the Trainer: Training Service Excellence Standards
The only course with a pre-requisite (sorry), this one requires that participants hold a Silver and Gold certificate. We require that staff have the basic techniques since this course really focuses on lesson planning and classroom management that they will need to customize the training for your campus. Read more
“This training exceeded my expectations and will help me be a better front-line service provider to our students, I am sure.”
Below is some general teaching style information.
It’s Interactive: I know. Your staff too shy for things like role-play? But, don’t you want to know that they understand the techniques? The value added of an interactive training program like ours is that staff can make your mistakes with us, in a safe space! Seriously, we all understand, and we have fun, but never at the learners expense, promise!
Pre-Training Prep: We’ll send staff an email ahead of time that outlines what they need to prepare. In each course, they bring a specific service challenge and leave with a solution!
Assessments: We use assessments all during training so that staff know how they are doing, and so we can adjust the curriculum based on what’s working!
Role-Play: There is a lot of role-play, especially in the Silver course, so that everybody understands. Working with a partner, staff will take turns playing the service rep or the customer (student, family, staff or faculty colleague).
Videotaping: In all three-certificate programs we use video for role-play or mini-training demos, again to prove trainees understand the techniques.
Written Assessments: In all three of the certificate courses, there is also a written component. This helps those of us that prefer to write rather than demonstrate!
Certificate: The certificate is sent to the trainee attached to an e-mail since we believe in being paperless! But they can print it, if they prefer.