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Customer Service Standards and Training

  • 1.  Customer Service Standards and Training

    Posted 03-19-2019 09:25

    Good Morning,

    University Services at Carleton University is interested in developing customer service standards as well as designing a customer service training program.

    We are looking at resources to help us develop these standards and a training program.  Has anyone initiated such a program recently?  Any and all information, tips, tricks etc.  is greatly appreciated.

    Thanks in advance,

    Kathleen



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    Kathleen Kelly
    Carleton University
    Ass't Director, Operations and Planning
    Ottawa ON
    Canada
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  • 2.  RE: Customer Service Standards and Training

    Posted 03-19-2019 09:48

    Hi Kathleen,

    In regards to developing customer service standards, I would recommend that you review the 'Clientelling: Beyond Customer Service' webinar on our Recorded Events page. This session provided a lot of great information about how customer service standards can be elevated while working both with vendors and clients. Hopefully that provides you some useful information for your developing training program!



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    William Hurley
    NACAS
    Professional Development Coordinator
    Charlottesville VA
    United States
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  • 3.  RE: Customer Service Standards and Training

    Posted 03-20-2019 09:16
    Good Morning, Kathleen.

    The Association for Service Excellence in Higher Education is an excellent source for standards and training modules. ASEHE (pronounced A-SEE-HE) was started to help with exactly what you are asking for.  ASEHE is a newer organization but it is something that we are all becoming more aware of in the Higher Education realm.  The inaugural conference is coming up on June 19-21 and is being hosted at Coastal Carolina University. You can find out more at www.coastal.edu/asehe.  Please look through the list of members and reach out to some of them to get ideas of their different training programs.  Coastal Carolina University has an extensive service excellence training program called "Feel the Teal".  You can find more information about our "Feel the Teal" program at www.coastal.edu/feeltheteal.

    Let me know if you have any questions about either source and maybe I will see you at the conference.

    Have a great day!

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    Sandra Baldridge-Adrian
    Coastal Carolina University
    Director of Contractual & Business Services
    Conway, SC
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  • 4.  RE: Customer Service Standards and Training

    Posted 03-20-2019 13:35
    Edited by Corey Salem 03-20-2019 17:39
    Hello NACAS Colleagues.  As some may know, I presented a session at C3X in Orlando and will be expanding on the Customer Service topic at an interactive workshop that is part of the Leadership Series in Chicago this July.  Information can be found at">https://nacas.org/event/institute-leadership-management/schedule/"> https://nacas.org/event/institute-leadership-management/schedule/.  I hope to see you in Chicago!

    Chuck Salem

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    Chuck Salem
    Unique Venues
    CEO
    Fairfax VA chuck@uniquevenues.com
    (703) 520-5084
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  • 5.  RE: Customer Service Standards and Training

    Posted 03-21-2019 10:02

    Good morning, All

     

    Campus Services at The University of Texas at San Antonio (UTSA) developed the attached customer service standards and training module a few years ago.  The training module was developed as an extension of our Day Two new employee orientation. 

     

    At UTSA, Day One is spent with human resources, orienting the new employee to university processes and procedures and completing required paperwork.  During their second day of employment, our intent is to orient them to the specific culture of Campus Services, part of that requires an understanding of the high value we place on customer service.

     

    Burt Reynolds, CASP

    Director

    The University of Texas at San Antonio

    Campus Services

    One UTSA Circle

    San Antonio, TX 78249-3209

    o: 210.458.7275


    https://www.utsa.edu/ucm/resources/toolkit/images/Logo.png

     




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