Upcoming Certification Conference at University of Toronto - Nov. 6-11, 2017 Find out more!

Services Overview

Now, more than ever, with shrinking enrollments across the country,
Customer Service improvements can be the key to your success!

On Campus Training

The Power of Excellence – A dynamic 90-minute keynote, perfect for your in-service day or project kick-off, this presentation celebrates the power of staff and faculty to improve retention & student success through service excellence.
Participants – Larger groups                                       Price – $2,500

Fundamentals of Customer Service Excellence – This half-day interactive training to improve the service exchange covers basic communication skills such as scripting, four star greetings & triage solutions for frontline service excellence!
Participants – 10 to 45 participants                           Price – $5,000

Advanced Techniques for Customer Service Excellence – Today’s critical topics such as delivering “No” & other bad news, speed vs. efficiency & dealing with difficult customers are taught using role-plays from participants’ own experience.
Participants – 10 to 45 participants                           Price – $5,000

Fundamentals and Advanced in single day        Price – $7,000

Blended Options: Consulting & Training Onsite

One-Stop: Integration or Shared Services – Assessing readiness, opening a new One Stop, or revitalizing your existing One Stop? Morning starts with brainstorming plans, solutions, spaces and build-outs, then it’s customized staff training in the afternoon. One day, on your campus, with targeted outcomes!
Participants – 10 to 45 participants                           Price – $6,000

Contact Center Consulting: Strategic Phone Services – Phones are still the preferred customer service channel so morning is all about your telephony strategy, being mobile ready, implementation plans and space evaluation while the afternoon is training in service excellence by phone!
Participants – 10 to 45 participants                            Price – $6,000

Customer Service Certification – Onsite or National Conferences

Silver Certification – Fifteen hours of training for frontline staff in service competencies, scripting service responses, handling high volume with speed, accuracy and empathy, triage, escalation pathways followed by written and video final assessments.
Participants – 12 to 45 participants                            Price per person – $1,395

Gold Certification – Fifteen hours of intensive, practical training to help managers change a service culture, negotiate Service Level Agreements, build Key Performance Indicators, then report progress & final success. Become a service change agent!
Participants – 10 to 25 participants                           Price per person – $1,395

Trainer Certification – Silver & Gold certificate holders learn to customize service excellence training for their own institutions. Twelve-hour curriculum covers teaching competencies, scaffolding curriculum, lesson planning, evaluations, & classroom management.
Participants – 5 to 25 participants                              Price per person – $1,395


Assessment of Service – Direct observation of current service over multiple channels, plus consultation to find existing bottlenecks and opportunities for improvement.

Integration of Student Services: One Stop – Assessment of readiness for service integration, project implementation plans, including space considerations, negotiating new service level agreements, reorganization of staff roles and responsibilities, business process redesign, paperless processing, project reporting and communication plans.

One Stop: Phase Two – Assessment of existing One Stop to identify service efficiencies, including business process redesign, paperless processing, workflow development, data mining for evidence of service success and improvement goals.

One Stop: Contact Center Development – Integration of telephony across key student service offices to improve efficiencies in staffing, service delivery and training. Service channels of email, chat and social media can be included.

Campus-wide Service Initiatives – Long-term projects with service excellence as an institutional goal. Scope may include change management, staff redeployment, training, communication and reporting using a scalable strategic planning process.

Speaking Engagements – Available on higher education customer service topics in keynote, town hall or in-service formats to faculty, staff and administrators.

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