Service Excellence Training Program
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MODULE 1
3 Sessions | 1h 4m video instruction
Please complete Module 1 before the live application session for your cohort. The main topics covered in Module 1 are Defining Services, Culture of Service, and University of Alberta Service Excellence Competencies.
MODULE 2
3 Sessions | 44m video instruction
Please complete Module 2 before the live application session for your cohort. The main topics covered in Module 2 are Service Consistency, Service Efficiency, and Managing Stress.
MODULE 3
4 Sessions | 1h 15m video instruction
Please complete Module 3 before the live application session for your cohort. The main topics covered in Module 3 are Active Listening and the Conversation Cycle, Challenging Conversations, De-escalating Difficult Clients, and Decision-Making and the Escalation Strategy.