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Onsite Training

Onsite Training at your Campus

“The Re-Envision Training was informative and touched many areas of our higher education responsibilities. Susan was well equipped to help us all!”

-Frank Boughner, Dir.- Graduate Admissions, IONA College

 

When you want to train the most people in the most cost and time efficient way, an onsite training contract is the best plan. We come to you, saving you from travel costs for multiple staff to attend a training conference, bringing a half-day or full-day curriculum based on your needs right to your campus.

Whether training multiple small teams from one or two offices or a large group from across campus, we will work with you to ensure that the training speaks to your service challenges.

Although not as intensive as certification, a 3 to 8 hour training is still packed with amazing techniques taught in the same interactive teaching method. Although there are no written or video assessments in onsite training, participants still work together to practice and role-play with a partner to demonstrate that they understand the techniques. At the same time, they’re having fun with the group and partner work.

Staff appreciate and value time away from their daily tasks, as well as the opportunity to work with other staff they don’t ordinarily interact with on a regular basis.

Curriculum Topics Include:

Fundamentals of Service Excellence (3 hours)

Re-Envision Customer Service Excellence

In the Shoes of the Student Customer

The Service Exchange and Scripting

Triage and the Conversation Cycle

Advanced Techniques for Service Excellence (3 hours)

Efficiency: Speed vs. Accuracy; the Weave

Delivering “No” and other bad news

Escalation Pathways

Stress and the Service Professional

Additional Topics might include (each 1 hr.) :

FERPA or FIPPA Compliance and Service Excellence

MYERS BRIGGS Type Indicator and the service personality

Our Process:

Together with you, we perform a training needs assessment to determine the best dates, curriculum length and content, and the size of group to be trained. Then we draft a proposal that includes costs based on your needs assessment. Once we agree on the final proposal terms, we send a contract that once signed secures your dates and details.

If you have any questions, please call us and we can get you answers right away, even start that training needs assessment on the first call. Or if you know what you want, just fill out a quote request and we’ll get back ASAP.

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