Customer Service 101 (Live)
This half-day course blends customer service theory with practical tips for improvement. Participants engage in lively conversations regarding the fundamental needs of customers, pet peeves, and good versus bad service. Humorous video clips may be used to examine probable causes of bad customer service. This class also includes a detailed look at proper service habits for various modes of service including face-to-face, telephone and e-mail interactions.
Customer Service 201 (Live)
This “roll up your sleeves” workshop is a half-day course designed to build upon the discussions from Customer Service 101. Participants may be asked to put service tips into practice through a combination of live phone calls and writing professional answers to real e-mail questions. They will also devise strategies for serving especially difficult customers (such as Belligerent Bob, Pompous Paul, and Basket Case Brenda), handling public criticism and delivering uncomfortable messages.
Customer Service 301 (Live)
This final half-day session utilizes a series of actual school photos as the basis for a detailed discussion of first impressions. Using fun fictional companies, groups work to improve “selling” our schools in order to build parental and community support. Participants will enjoy examining the concept of reputation management using adjectives and “badjectives” from pop culture. Time permitting, we also examine the concepts of multicultural service, crisis communications and public promise statements.
Customer Service Certification (Online)
Log in, print out your course pack, enjoy the 30 strategy-packed lessons, take your test and print out your certificate. This course is easy to navigate, establishes a higher level of professionalism among those earning their certification, and provides many “Aha!” moments along the way.
- Part 1 - Introduction
- Part 2 - Know Your Audience
- Part 3 - Goals
- Part 4 - Pop Quiz
- Part 5 - Defining Our Customers
- Part 6 - Pet Peeves
- Part 7 - Five Customer Needs
- Part 8 - Foundational Beliefs
- Part 9 - Causes of Bad Service
- Part 10 - What the Research Says
- Part 11 - Common Shortfalls
- Part 12 - Good Service (Tips)
- Part 13 - Four Modes of Service
- Part 14 - Face-to-Face Interaction
- Part 15 - Four-Part Telephone Greeting
- Part 16 - Voicemail
- Part 17 - Email
- Part 18 - Social Media
- Part 19 - Multicultural Service
- Part 20 - Delivering Bad News
- Part 21 - Difficult Customers
- Part 22 - Handling Criticism
- Part 23 - Promise Statement
- Part 24 - First Impressions
- Part 25 - Reputation
- Part 26 - Selling Your Schools
- Part 27 - When Reporters Come Calling
- Part 28 - Crisis Communication
- Part 29 - Revival
- Part 30 - Good Versus Great Service
- Part 31 - Quiz
Critical Incident Preparation (Online)
We partnered with school safety experts Alleyne, Matlock and Associates to provide this very necessary online course that every school and district office professional should complete prior to an incident occurring.
- Part 1 - Introductions
- Part 2 - Course Format
- Part 3 - Customer Service Review
- Part 4 - Definition of Critical Incident
- Part 5 - Self Preparation
- Part 6 - Office Preparation
- Part 7 - Team Preparation
- Part 8 - Relationships
- Part 9 - Framework Overview
- Part 10 - Recognize
- Part 11 - Evaluate
- Part 12 - Act
- Part 13 - Communicate
- Part 14 - Take Inventory
- Part 15 - After Action Review
- Part 16 - Psychological First Aid & Self Care
- Part 17 - Summary & Review
- Part 18 - Questions For Principals & Leaders
- Part 19 - It’s A Wrap