Training Overview

The results of the research studies helped formulate the training, which will have four areas of focus:

1. Mutual Respect
2. Office Standards
3. Customer Service
4. Pride about FAU

The session objectives are:

1. To develop understanding of the importance and impact of successful service

2. To create an awareness of the service standards expected at FAU

3. To discuss and demonstrate positive service skills

4. To demonstrate pride for FAU

Training Session Agenda
 
Introductions

The Importance of Customer Service
    • Loyalty and Lifetime Value
    • Defining Customer Service

Why Do People Do What They Do?
    • Acknowledging the Customer
    • Body Language
    • Active Listening
    • Showing Empathy

The Standards We Live By
    • 10 Things You Should Know about FAU
    • Telephone Techniques
    • Techno Etiquette

Service Recovery
    • Dealing with Difficult Customers
    • Saying ‘No’

Pride in FAU
    • Mission, Vision and Core Values
    • Empowerment

Session Wrap-up