Service Excellence Workshops

Creating Standards of Service at USF Lakeland:

USF Lakeland and Organization Development and Training invites you to a workshop on professional customer service.  The 3 hour workshop is designed to build strong and memorable relationships with our customers. 

Objectives of workshop:

• To design a plan for “creating a memory” every time we interact with a customer

• To identify the characteristics of a successful customer contact

• To define the skills that demonstrate knowledge and skill, show awareness, and inspire confidence.

Dazzle Your Customer: Delivering USF's Standards of Service:

In today's customer-oriented business environment, people skills are vital for personal and organizational success.  Explore ways to interact with your customers to produce win-win situations and a satisfying work environment.  Topics include:

• Learn what your customer expect

• Increase your credibility with customers

• Manage stressful situations more effectively

• Define what customer service means to your area

• Learn USF's Standards of Service

Customer Service @ USF (Course # CSC500):

Our Customer Service Learning Series 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 service skills.

Telephone Service Skills:

Impressions, good and bad, are made in an instant and often last forever.  That's why every phone call should be handled with tact, efficiency and good will.  In this workshop, participants share their best practices for outstanding telephone service skills.  Join us and leave with some new ideas.  Topics include:

•  The customer's perspective on telephone service

• Answering techniques and listening skills

• Practical tips for transferring calls, managing silence, and maintaining a satisfying tone of voice

Leading Through Service:

Through this workshop, employees at all levels learn leadership and empowerment concepts.  This program provides techniques and approaches for leading and motivating others, serving within your team, and aligning goals and performance with successful service.  Topics include:

·         Understand principles of servant leadership.

·         Discover ways to serve your employees.

·         Learn to recognize and reward good service

Creativity in the World of Service Delivery:

This is a hands-on, fresh approach to enhancing customer service skills through creative thinking and problem-solving.  Discover and practice communication and questioning skills, tips for thinking on your feet, and ways to encourage enthusiasm and inspire creativity in service transactions.  You'll see that using simple creativity tools during service will make a world of difference.  Topics include:

• Gain insights into your abilities and strengths

• Learn to express your innovation and curiosity

• Create a program to re-energize yourself.

CSC203

Customer Service Communication:

Topics include:

• Identify verbal and non-verbal behaviors that display positive attitudes.

• Learn to enhance interpersonal communication skills.

• Understand the barriers to effective listening.

• Practice active listening skills.

Email 101: Best Practices in Email Communication:

Misunderstandings can occur in any form of communication.  They are even more likely, however, with e-mail, where key nonverbal cues about the sender's intended meaning are absent.  In this online workshop, participants can learn strategies for enhancing clarity and minimizing misunderstandings.