Customer Service @ USF Learning Series

 

 

 

 

 

ODT is proud to support USF's strategic imperatives to provide a student-centered, user-friendly administrative and service infrastructure.

Our Customer Service program is a peer-centered learning environment guided by customer service experts.  The classroom experience is designed to offer new and tenured employees a forum to share best practices and discover new and effective customer services skills.

Our Customer Service program is offered as a series of half-day programs every other week for seven sessions.

 

The program's curriculum includes:

• Delivering USF's Standards of Service: Increase your credibility with customers, define what customer service means to your area, and learn to use the USF Standards of Service.

• Communicating a Service Orientation: Identify verbal and non-verbal behaviors that display positive attitudes, learn to enhance interpersonal communication skills, develop an understanding of the barriers to effective listening, and practice active listening.

• Leading Through Service and the Respectful Workplace: Discover ways to serve your employees and customers, learn to recognize and reward good service, explore what behaviors contribute and detract from a respectful work environment and what can be done to support a respectful workplace.

• Creativity in the World of Service Delivery & Service through Problem Solving: Learn effective questioning techniques, identify and review resources for solutions, learn to brainstorm and generate ideas using a 5-step problem solving method, and learn to express your innovation and curiosity.

• Serving the Upset Customer and Telephone Service Skills: Identify choices for responding appropriately to emotion in a service orientation, practice techniques for diffusing negative emotions, explore the customer's perspective on telephone service.

• Service in Action and Recognizing & Rewarding Good Service: Learn how to develop service plans, transform service principles into action, learn to communicate service expectations, and reward and celebrate service successes.

• FISH!: learn to create a passionate, energized, positive work environment and Celebrate Your Own Success!