UpDate - Vol. 11, No. 4, Page 14
September 26, 1991
New series on 'Service Success!'

     Recently a new customer service program- "Service Success!"-
was piloted in Billing and Collection. 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. Participants may select either morning
or afternoon sessions for each individual class to accommodate
personal and 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:     Oct. 1
     Times:    1st session - 8:30 - 11:30 a.m.
               2nd session - 1:30 - 4:30 p.m.
     Room:     Kirkwood Room, Perkins Student Center
     Registration deadline:   Sept. 26
     Audience:  Salaried staff

Series 2: Effective Call Management
     This program deals with telephone skills for effectively
servicing customers.
     Date:     Oct. 8
     Times:    1st session - 8 - 10 a.m.
               2nd session - 10:30 - 12:30 p.m.
     Room:     115A Pencader
     Registration deadline:   Sept. 26
     Audience: Salaried staff

Series 3: Listening Skills
     Topics include blocks to listening, reading body language and
learning to paraphrase.
     Date:     Oct. 17
     Time:     2nd session - 1:30 - 4:30 p.m.
     Room:     Kirkwood Room, Perkins Student Center
     Registration deadline:   Sept. 26
     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: Oct. 28
     Time:     1st session - 8:30 - 11:30 a.m.
               2nd session - 1:30 - 4:30 p.m.
     Room:     Williamson Room, Perkins Student Center
     Registration deadline:   Sept. 26
     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:     Nov. 6
     Times:    1st session - 8:30 - 11:30 a.m.
               2nd session - 1:30 - 4:30 p.m.
     Room:     103 Pencader
     Registration deadline:   Sept. 26
     Audience: Salaried staff


     Note:     You must sign up for all five series.