Service Excellence Training Series - Module 1: Foundations of Service Excellence

The Staff Development & Enrichment team is excited to bring back the Service Excellence training series. These sessions are open to all CSUSB employees, with flexible options to participate. 

Participation Options (Choose One):

Certificate & Digital Badge:

• Blended learning program (online, instructor-led, asynchronous)
• Participate in all four (4) live modules and complete all online courseware
• Branded certificate and digital badge presented to participants who complete all program requirements in its entirety

Live Instruction Only:

• At-will participation (instructor-led)
• Participate in any of the four (4) live modules of interest, in no specific order
• Certificate of completion accessible via CSULearn upon confirmation of the attended session(s)

Live Session Schedule:

Module 1 - Foundations of Service Excellence:
This foundational and highly interactive module gives learners a framework for providing exceptional customer service. Learners are provided tools to identify their customers, find ways to manage service expectations, and apply tips and techniques to enhance their communication in various contexts.

• Tuesday, April 8th, 10:00am-11:30am, Virtual (link to be shared with confirmed registrants)

Module 2 (Part I and Part II) - Communicating with Excellence: 
These modules give learners a framework for enhancing professional communication by providing tools and techniques to develop a capacity for effective and collegial communication with professionalism and in accordance with CSUSB's core values. Learners will also understand the importance of providing exceptional customer service in phone and email communication, including managing a phone conversation from start to finish with professionalism and the ability to interpret and respond to email communications effectively. These modules consist of one (1) online course playlist, two (2) live workshops, and one (1) follow-up activity for application and demonstration of learned content.

• Module 2, Part I: Tuesday, April 15th, 10:00am-11:30am, Virtual (link to be shared with confirmed registrants)
• Module 2, Part II: Thursday, April 24th, 10:00am-11:30am, Virtual (link to be shared with confirmed registrants)

Module 3 - Frontlines of Service Excellence:
Learners will discover how and when to apply conflict management strategies to diffuse difficult service situations. The module consists of one (1) online course playlist, one (1) live workshop, and one (1) follow-up activity for application and demonstration of learned content. Upon completing this module, participants will be able to 1) Apply strategies to diffuse difficult service situations, 2) Anticipate and proactively address spoken and unspoken customer needs, 3) Identify when to escalate a customer service issue, and 4) Demonstrate emotional intelligence during service excellence interactions.

• Tuesday, April 29th, 10:00am - 11:30am, In-Person (location to be shared with confirmed registrants)

For questions, assistance with registering, or accommodation requests, please contact the Staff Development & Enrichment team at staffdevelopmentcenter@csusb.edu or x73125.