• Communicate to staff who their customer base is
• Understand management's role and actions in fostering a customer service environment
• Utilize a customer service checklist to assess whether exceptional service is being demonstrated in the department
• Discuss examples of customer service including how to successfully deal with various types of customers, the importance of seeing it from the customer's perspective
• Provide techniques to staff for dealing with difficult customers and how to handle complaints
• Recognize the challenges that managers face in creating a service culture
• Share experiences and ideas regarding the development and strengthening of our customer service environment

Part One: The Class

Module One: Introduction and Management Focus

• How the term, "customer service" applies to us
• Why are we here?
• Who are our customers?
• General components associated with customer service and which ones apply to our workplace?
• Overview of management role
• A Manager's role
• Workflow and how it influences the level of service
• A department customer service audit checklist

Module Two:  Understanding Customers and Skills to Work Effectively with Them

• Factors that create conflict
• Different types of customers and how to effectively work with each
• Putting yourself in the customer's shoes
• Communication methods and techniques
• Tips for handling challenging situations
• How difficult situations provide opportunities
• Tips for handling complaints
• The customer is not always right
• Working with diverse customers
• The importance of job knowledge and knowledge about the school and how it influences the level of service that you provide

Module Three: Looking Inward

• Internal interactions and communications and how they influence service
• The importance of professional attitudes and appearance and how they influence perceptions and the reputation of your department and you personally
• Role modeling behavior and attitudes
• How do support areas influence the level of service that we provide to students?
• What does a "service champion" look like?
• Front-line areas and student contact-personnel: the importance of first impressions and providing consistent service to every person who enters your area

Module Four: Management

• Delegation and how it affects service and much more
• The delegation process: a step by step approach
• Empowering staff: for efficiency, for motivation, for morale boosting, for development and growth, for succession
• Challenges that we face as managers in creating a service culture
• Organization tools that support a manager and service culture
• Feedback regarding the areas that we covered today
• Manager's role in working with staff when they return from training: Putting training to work

Delivery Method:

• Situational Role Plays
• Group work
• Discussion
• Worksheets and Questionnaires
• Video

Lists and Handouts:

• Steps to Calming the Angry Customer
• Communication Skills Inventory
• Can You Say It Better
• Tips for Handling Challenges
• Sources of Conflict in the Workplace
• Telephone Skill Checklist
• Six Steps to Better Listening
• The Delegation Process