Silver Certificate – Fundamentals for Service Excellence
(14 hours)
“Thought I knew how to answer the phones, but this training taught me to speak to people how I want to be treated. And it works!”
Silver certification training is all about the delivery of service excellence. You’ll learn easy, effective techniques that keep service standards high at all times and you’ll have fun doing it. Final assessments, both written and videotaped, demonstrating the service techniques, complete the certification process.
Topics include –
- Re-Envision Customer Service
Why now? Contextualizing why service is critical today.
- Service Exchange and Scripting
Basic communication etiquette and customized responses.
- Triage and the Conversation Cycle*
Technique to clarify and prioritize the customer’s needs.
- The Service Personality; Myers-Briggs Type Indicator
How does personality impact the service exchange?
- Efficiency: Speed vs. Accuracy; the Weave*
When time is tight, can we be efficient and polite?
- In the Shoes of the Student Customer
Empathy for the student helps manage demands.
- Delivering “No” and other bad news *
What to say when you can’t meet expectations.
- Escalation Pathways and Dealing with Difficult Customers*
Handing the difficult customer to a supervisor may be best.
- Compliance and Service Excellence
FERPA and service: how do they go together?
- Competencies for Service Excellence
Where does it say that in my job description?
- The Look and Sound of the Service Professional
Professional expectations for dress and voice.
- Stress and the Service Professional
Ways to manage the personal wear and tear of customer service!
Who Should Attend
All staff in a college or university who serve customers directly, even colleagues or parents, not just students, should attend. This course is also powerful for staff that manage others who deliver the service. No matter in which campus office staff work, these customer service delivery methods can be applied. Since participants script their own role-play scenarios, the situations are customized! We just help wrap the technique around the scenario!
Attend as a Team
Whenever possible, teams of staff from the same institution should attend this training together. We have repeated evidence that learning is increased when staff teams participate together. Working on the same or separate but related service challenges, the successful solution is exponentially valuable. There’s a TEAM discount when teams enroll together.
Learning Goals
You bring a challenge, you take home solutions! Whether you’re 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, 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!
It’s an amazing experience! If you have any questions, just give us a call or complete our web form. We’ll get back to you right away!