Training for your Campus
“SLC Higher Ed Training was informative and touched many areas of our higher education responsibilities. Susan was well equipped to help us all!”
-Frank Boughner, Dir.- Graduate Admissions, IONA College
When you want to train a lot of people in the most cost and time efficient way, a comprehensive online training is the best plan. We’ll work with you, bringing a half-day or full-day curriculum based on your needs.
Whether training multiple small teams from one office or a large group from across campus, we will work to ensure that the training speaks to your service challenges.
Not as intensive as certification, but a 3 to 7 hour training is still packed with amazing techniques taught in the same interactive teaching method. Although there are no written or video assessments in training, participants still work together to demonstrate that they understand the techniques.
Our Process:
Together with you, we perform a training needs assessment to determine your best dates, curriculum content, and how many need to be trained. Then we draft a proposal that includes costs based on your needs assessment. Once we both agree on the final proposal terms, you sign contract that secures your dates and details.
If you have any questions, please call us. Or just fill out a quote request.
Curriculum Topics Include:
Fundamentals of Service Excellence (3 hrs)
— Re-Envision Customer Service Excellence
— In the Shoes of the Student Customer
— The Service Exchange and Scripting
— Triage and the Conversation Cycle
Advanced Techniques for Service Excellence (3 hrs)
— Efficiency: Speed vs. Accuracy; the Weave
— Delivering “No” and other bad news
— Escalation Pathways
— Stress and the Service Professional
FERPA: Compliance and Service Excellence (3 hrs)
— Tool Kit of FERPA Regulations
— “Musts” and “Mays” of Compliance
— Student info and “the Right to Know”
— Partnering with Parents and Guardians
Finding Team Strengths using the MBTI (3 hrs)
— Myers Briggs Type Indicator and Service Excellence
— Harness Benefits of Diverse Personalities and Preferences
— Help Teams Understand Each Other
— Build Lasting Change for Service Excellence
Check out our blended training and consulting offerings –
— Building a One Stop – assessment and implementation
— Assessment/training for One Stop Service Improvements