Check out our Spring Certification Conference at The Westin, Long Beach, CA - Apr. 30-May 5, 2018 Find out more!

Silver Certificate at The Westin Long Beach

April 30, 2018 – May 1, 2018 all-day
The Westin Long Beach
333 E Ocean Blvd
Long Beach, CA 90802
Stephen Gray

During this course, you’ll learn specific but customizable techniques to provide customer service excellence for today’s students and their families on your campus. From scripting service responses, to learning how to handle infrequent but challenging long lines, to knowing when to escalate the student to a supervisor, you’ll learn and practice specific new techniques that will fill out your current tool box.

Day One – Monday

  • Registration and welcome
  • Coffee, tea and continental breakfast
  • Re-Envision Customer Service, Service Exchange and Scripting
  • Triage and the Conversation Cycle
  • Working lunch in training room
  • The Service Personality; Myers-Briggs Type Indicator
  • Efficiency: Speed vs. Accuracy; the Weave
  • In the Shoes of the Student Customer
  • Networking reception
  • Evening – Dinner on your own

Day Two – Tuesday

  • Coffee, tea and continental breakfast
  • Delivering “No” and other bad news
  • Escalation Pathways and Dealing with Difficult Customers
  • Compliance and Service Excellence, Competencies for Service Excellence
  • The Look and Sound of the Service Professional, Stress and the Service Professional
  • Assessment and Wrap-up
  • Evening – Dinner on your own

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