Training Overview
The results of the research studies helped formulate the training, which will have four areas of focus:
1. Mutual Respect2. Office Standards3. Customer Service4. 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
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 • Defining the Customer • The Impact of Customers to FAU Why Do People Do What They Do? • Achieving Quality Customer Service • Active Listening • Communication Blockers Dealing with Difficult Situations • Focus on the Positive • 4 Step Process
