University of Alberta's Customer Service Training Program- Module 1

Course Length

1h 3m

University of Alberta's Customer Service Training Program- Module 1

Table of Contents

Session #1: Defining Service
Introduction
7:36 Closed lock icon
Service Excellence in Post-Secondary Education
7:26 Closed lock icon
Who Are We Serving? Understanding Our Clients
5:54 Closed lock icon
Components of S.E.R.V.I.C.E.
11:33 Closed lock icon
Conclusion
0:36 Closed lock icon
Session #2: Culture of Service
Introduction
0:42 Closed lock icon
Organizational Culture and a Culture of Service Excellence
5:01 Closed lock icon
The Cycle of Service and Moments of Truth
5:32 Closed lock icon
Think of Everyone as a Potential Client
2:38 Closed lock icon
Conclusion
1:12 Closed lock icon
Session #3: University of Alberta Service Excellence Competencies
Introduction
0:53 Closed lock icon
U of A Service Excellence Competencies
5:13 Closed lock icon
The Role Specific and Technical Skills Competency
2:51 Closed lock icon
Putting It All Together
5:02 Closed lock icon
Conclusion
1:13 Closed lock icon

Overview

Course Details

Instructors

$450

 

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Portrait of Heath Boice-Pardee

Heath Boice-Pardee

Head of Practice in Service Excellence, Academic Impressions

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Portrait of Eileen Soisson

Eileen Soisson

Independent Consultant & Director of Wall Fellows, Coastal Carolina University

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