The American Association of School Customer Service has built a national reputation in the customer service training industry. Working solely with schools and school systems, the demand for training services has intensified. Training sessions can be designed for any group of employees. We have trained individual departments, leadership and front-liners. Past participants agree the training is informative, entertaining and inspirational. Our courses include:
Customer Service 101
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. With the aid of humorous video clips, discussions center on 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, e-mail and social media conversations.
Customer Service 201
This “roll up your sleeves” workshop is a half-day course designed to build upon the discussions from Customer Service 101. Participants are required to put service tips into practice through a combination of live phone calls, writing professional answers to real e-mail questions, and role playing face-to-face interactions. Groups will work together to draft customer service promise statements that establish public accountability. They will also devise strategies for serving especially difficult customers (such as Belligerent Bob, Pompous Paul, and Basket Case Brenda).
Customer Service 301
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. This session also outlines the steps for implementing a customer service revival.
Training Course Contents
Online School Customer Service Course
Our core training platform to provide customer service training to school district employees.
- 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