Come to obtain hands-on experience with important concepts and skills for delivering exceptional customer service in your unit or department.

You will learn to:

Define what a “service opportunity” is and if it is important
Demonstrate ways to determine customers’ needs early during the interaction
Practice proper courtesy and etiquette when serving customers
List the “five ugly things you should never say to a customer”
Identify behaviors for becoming proactive when delivering customer service
Manage a customer service interaction using the “seven steps for superior service”

You will benefit by:

Better defining your customers’ needs, including the “expected and unexpected”
Enhancing your communication skills to better serve customers
More effectively serving customers in person and on the telephone
Appreciate how your service work is valuable to the department and the University

Audience:

Anyone whose main responsibility is to deliver front line customer service or who would like a refresher