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Managing 'Moments of Truth' (Two hour session)
According to Karl Albrecht (At America's Service) A moment of truth is an "episode-i.e. a specific event in time-- in which the customer comes into contact with some aspect of the organization and gets an impression of its service."
Understanding moments of truth and accepting responsibility for managing them with integrity is the first step towards a culture of excellence in service. In this session participants will:
- Understand what makes customer service in higher education unique.
- Understand the implications behind the definition of a 'moment of truth' including the relationship between frontline service and the 'face of the organization
- Appreciate the far reaching implications of poorly managed moments of truth in a higher education setting
- Assess their departmental service culture
- Create a Moments of Truth Profile of their department
- Identify six elements of managing moments of truth with integrity
- Learn the 'commandments' of service in student affairs
WHOOP! Customer Service the Aggie Way (Four hour session)
WHOOP! is a skills based training program that provides frontline service providers with the specific tools to deliver exceptional customer service. Participants will learn:
- Secrets to the WHOOP! attitude
- Techniques for personalizing rather than institutionalizing every interaction
- Problem solving skills
- Communication skills for tough situations (when you have to say no, service in spite of rules and regulations, dealing with the upset customer)
- Skills for effectively serving diverse customer groups, including international customers
- Techniques for delivering WHOOP! over the phone
Understanding the Modern College Student (Two hour session)
The Millennial generation. You will recognize them by their cell phones and helicopter parents. But have you considered the service needs and expectations of the modern college student? In this session frontline service providers will gain:
- An understanding of the characteristics of the modern college student
- Insight into the skills and attitudes necessary to effectively address the needs, wants and expectations of our primary customer group
- An appreciation for the role of service as it relates to issues of campus culture, retention, and student success
- An understanding of the stages of student development and the connection to service
- Insight into the needs of particular student groups such as first generation students and non-traditional students
Overview
The Modules
Who Should Attend
How To Register
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