Gold Certificate – Measuring and Managing Service Excellence
(14 Hours)
Gold certification is an intensive, practical training for staff that must implement changes to service culture. Preparing before the course, you’ll bring a service challenge from your campus as the basis for your final case study. You problem is our passion! Come with a challenge; go home with a solution.
You’ll learn how to build a change management project plan, how to negotiate Service Level Agreements (SLAs), how to build Key Performance Indicators (KPI’s) then report and communicate your progress and final success. Plus we explore the power of role modeling and maintaining superior service standards as a manager. Final assessments of a written case study and videotaped mock meeting complete the certification process.
Topics include –
- Changing a Service Culture
Change management techniques for service excellence
- Re-Envisioning Service Standards
Making the case for new ways to serve students
- Establishing Metrics
Realistic Key Performance Indicators; negotiating SLA’s
- Gathering the Evidence
Harnessing “big data”; gathering the narrative
- Communication and Reporting
Planning who needs to know what and when you tell them!
- Competencies and Coaching
Translating new expectations into observable behaviors
- Managing to New Standards
Find new ways to achieve new service standards from staff
- Professional Expectations and Rewards
From mentoring to awards, recognition in the new culture
Who Should Attend
All staff that will play a role in changing service on campus, whether they are leading the project, or even supporting the project by crunching the data, should attend. This course is also intended for a staff that manages others who deliver the new service standards. No matter in which campus office staff work, these customer service change management process methods can be applied. Since participants bring their own campus service challenges, the solutions are customized! We just help wrap the technique around that scenario!
Attend as a Team
Whenever possible, teams of staff from the same institution should attend this training together. We have repeated evidence that if possible the learning is increased when staff teams participate together. Working on the same or preferably separate but related service challenges, the solution success is exponentially valuable. There is a discount when teams enroll together.
Learning Goals
You bring the challenge, you take home solutions! Whether you are the one students talk to first, or you manage that front line staff, we can help you Re-Envision your current service techniques. Confirming those techniques you have that are working, tweaking those that may sometimes fail, and finding new techniques to plug into those tough times when things always go wrong- we can help you take home amazing solutions that can be applied right away!
Networking Value Added
Because you attend with staff from across the country and beyond, there is a real value added in hearing how other schools are managing their student service challenges. You make friends right from the top, and the interactive nature of the training, combined with the social reception and lunch opportunities; make building relationships that last beyond the conference very easy!
We promise a powerful learning experience! If you have any questions, just give us a call or complete our web form. We’ll get back to you right away!