The interactions a student has with your front-line and academic staff members are crucial to engagement and retention. This program is designed especially for team members who want to learn how to improve customer service for students and parents. This program uses a mix of instructive, interactive, and working sessions; learn how to set your institution apart from the competition with superior customer service. The instructor will help you better understand and apply the service standards that matter such as:

  • Comprehensive responsiveness
  • Efficiency
  • Listening and clear communication
  • Empathy and conflict management

You will also learn how to deal with conflict based on your communication style, techniques for managing angry or frustrated customers, methods for de-escalating conversations, and ways to prevent yourself from getting pulled into emotional confrontations

Skills Covered

Upon completion of this programme, the participants will be able to :

  • Apply customer service fundamentals to role on campus.
  • Explain the importance of a positive attitude in delivering good customer service
  • Identify barriers to providing high quality customer service
  • Apply techniques for dealing with angry or upset customers
  • Understand and identify different behavioral styles and adapt as necessary
  • Successful understanding will be demonstrated through correct completion of case studies and role play
  • Illustrate the T.A.R. principles in customer service
  • Rephrase blunt communication for better results
  • Develop an action plan to improve customer service skills

Who Should Attend

This program is suitable for staff who needs to communicate in a confident, efficient and friendly manner to their unique set of customers and who want to learn ways to improve customer service for students and parents

Course Curriculum


There are no prerequisites required to attend this course.

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Course Modules

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