UpDate - Vol. 11, No. 17, Page 15
January 23, 1992
Service Success!

     Recently, a new customer service program, "Service Success!"
was piloted in the Billing and Collection unit. Feedback from
participants was overwhelmingly enthusiastic and the program is now
offered to the University's salaried staff community. Service
Success! is a five part series. Each session builds on the previous
session's topics. Certificates of completion are awarded to
individuals who complete the entire program. Employees may select
either morning or afternoon sessions for each individual class to
accommodate personnel or department schedules.

Series 1: Understanding Customer Perceptions
     Instruction includes completing the Service Perceptions
Questionnaire, discussion of service issues in the "Education
World," defining the education "customer" and learning how customer
perceptions influence situations.
     Date:     Feb. 11
     Times:    Morning session - 8:30 - 11:30 a.m.;
               Afternoon session - 1:30 - 4:30 p.m.
     Location: Room 103, Clayton Hall
     Registration deadline: Jan. 24
     Audience: Salaried staff

Series 2: Effective Call Management
     This program deals with telephone skills for effectively
servicing customers.
     Date:     Feb. 18
     Times:    Morning session - 8:30 - 11:30 a.m.;
               Afternoon session - 1:30 - 4:30 p.m.
     Location: Room 103, Clayton Hall;
     Registration deadline: Jan. 31
     Audience: Salaried staff

Series 3: Listening Skills
     Topics include blocks to listening, reading body language and
learning to paraphrase.
     Date:     March 3
     Time:     Morning session - 8:30 - 11:30 a.m.
               Afternoon session - 1:30 - 4:30 p.m.
     Location: Room 103, Clayton Hall
     Registration deadline: Feb. 14
     Audience: Salaried staff

Series 4: Questioning/Sorting
     Class topics are learning to use open and close ended
questions effectively. Also included is instruction in sorting
techniques.
     Date:     March 10
     Time:     Morning session - 8:30 - 11:30 a.m.;
               Afternoon session - 1:30 - 4:30 p.m.
     Location: Kirkwood Room, Perkins Student Center
     Registration deadline: Feb. 21
     Audience: Salaried staff

Series 5: Handling Difficult Customers
     This class will cover tips for dealing with difficult people,
delivering "bad" news and negotiating effective agreements. A goal
setting for personal improvement will conclude the program.
     Date:     March 17
     Time:     Morning session - 8:30 - 11:30 a.m.
               Afternoon session - 1:30 - 4:30 p.m.
     Location: Kirkwood Room, Perkins Student Center
     Registration deadline: March 2
     Audience: Salaried staff

* Note: Employees are urged to enroll in all five classes in the
series.