Course Overview:
Research reveals that 91% of businesses have some sort of customer service theme or program, yet only 16% are able to achieve service where the customers are "more than satisfied." Sound familiar? You're invited to learn how to create a customer service vision and bring it to life. Participants will examine ways to identify and remove service barriers, solicit customer input, and hire "the right people". Front-line service techniques including how to deal with upset and angry customers will also be addressed. Participants will gain a greater understanding of the customer service hierarchy and ways to connect with customers. It's time to stop "talking the talk" and begin "walking the walk."
This course is presented in conjunction with Reslife.net.
Course Outline:
During the first week of this course participants will have the opportunity to exchange introductions and become acquainted with others in the course. We will begin the course by discussing the significance of quality customer service within higher education. We will cover "customer service basics" including a working definition of customer service, the customer service hierarchy, practical front-line techniques for dealing with customers as well as ways to deal with upset and angry customers.
The second week will address the elements necessary to create a customer service culture within an organization: (1) Creating a customer service vision, (2) Hiring, training, motivating and rewarding "people who like people", (3) Removing barriers to service, and (4) Measuring your organization's performance via customer and employee input.
In the final week, participants will take a closer look at customer service "winners." We'll examine organizations that have achieved success with their customer service efforts. Participants will have the opportunity to share customer service strategies that have worked within their organization/institution.
Learning Outcomes:
Upon completion of this course participants will be able to:
- Define customer service as it applies to them personally and professionally.
- Understand the hierarchy of customer service and where their professional position fits into that hierarchy.
- Increase the level of service offered to their customers through the implementation of practical, front-line service techniques and strategies for dealing with upset customers.
- Create a customer service vision for their organization.
- Understand the concepts involved with the creation of a customer service culture.
- Possess knowledge of customer service concepts being utilized by organizations that have been successful in their efforts to provide quality customer service.
Participant Expectations:
Participants should plan to spend approximately 4 hours per week in this course. This will include time to read materials, complete exercises both on and off-line, and participate in asynchronous on-line discussions. Participants will want to log on for weekly course content that will be posted each Monday. In addition participants will need to respond to questions posted on the discussion board each week. As the discussion board is asynchronous, students may check in and post at their convenience. This on-line tool will be an important part of a participant's learning experience. As with any educational experience, the more that participants put into this course, the more they will take away from it.
Individuals registering for CEUs will receive 1.0 CEU upon successful
completion of the course.
Instructor Bio:
Kim Moistner-Bartlett, is a Partner with Reslife.Net. She has over 12 years of experience within higher education and student affairs. She served as the Director of the Freshman Year Experience at The University of Southern Mississippi, a program she designed and implemented for the university. Prior to this commitment, she served as the Assistant Director for Staff and Student Development at The University of Southern Mississippi. She has also served in professional residence life positions at Temple University, Philadelphia University, and The University of Wisconsin-Stout. Kim received her M.A. in Student Personnel Administration in Higher Education from Ball State in 1992 and a B.S. in Psychology from the University of Wisconsin-Stevens Point in 1988. She has received numerous awards for presentations at state and regional housing and leadership conferences. In addition to her work with Reslife.Net, Kim presents training workshops for student affairs professionals as well as Resident Assistants on customer service and a variety of other topic areas including conflict mediation, time management, and alcohol education.
