PROGRAM OVERVIEW
Exceptional customer service skills are paramount for USF employees. How employees treat their customers, whether internal (colleagues) or external (students, faculty, visitors, the public), is a direct reflection of the University and its values. This culture-driven program aims to reinforce customer service values for attendees.
Through engaging and interactive workshops, employees will embark on their customer service journey to refresh and refine their customer service skills. This touchpoint clarifies the expectations that employees are expected to uphold when performing their job duties and interacting with others. This program is designed for anyone who interacts with people at the University.
KEY FEATURES
Cohort-based learning
Join a collaborative cohort of USF employees on a shared journey of growth. Benefit
from a supportive community that fosters peer learning, networking, and shared insights.
Collaborate with colleagues to enhance your skills and expand your professional network.
Supportive Colleagues and Facilitiators
Connect with a supportive community of colleagues, fostering an environment of collaboration
and knowledge exchange.
Customer Service Best Practices
Immerse yourself in a curriculum centered around the latest and most effective customer
service best practices, real-world scenarios, and interactive sessions to deepen your
understanding.
Path to Unleash Potential
Cultivate the skills necessary to drive impactful change within our USF community.
Outcomes
- Fulfill USF’s mission, vision, and values through exceptional service.
- Enhance your communication skills to better serve your customers.
- Learn how to work effectively as a team and discover the benefits of collaboration.
- Practice effective time management and learn how to offer flexible solutions.
- Develop the confidence to solve problems while improving customer satisfaction.
TOPICS COVERED
Our comprehensive five-week program is meticulously designed to cover a spectrum of modules that form the building blocks of customer service. Each module serves as a gateway to essential skills and knowledge crucial for employee success. From understanding the difference between mission, vision, and values, to masteringcommunication skills, understanding the problem-solving method, and collaborating as a team, the program provides a well-rounded curriculum.
Module 1
Introduction, Mission, Vision, and Values
Introduce customer service skills to new employees and define the mission, vision, and values of USF.
Module 2
Communication Skills
Review the components of communication, define active listening, and understand the importance of asking questions.
Module 3
Collaboration and Teamwork
Learn how to work effectively as a team and discover the benefits of collaboration and feedback.
Module 4
Time Management and Adaptability
Allocate time effectively through strategic time management and learn to be flexible with solutions and approach.
Module 5
Problem Solving and Decision Making
Understand the role that problem solving and decision making have in customer service and how these skills contribute to resolving issues and improved satisfaction.
Format and time commitment
- Live faciliated sessions: Immerse yourself in our weekly 2-hour live sessions. Led by expert facilitators, these required sessions provide a collaborative space for in-depth exploration, discussions, and real-world applications.
- Reinforcement Takeaways: Following each session, participants will be expected to practice key learning outcomes on the job and bring back their insights to the following session.
- Overall time commitment: For five weeks, participants will be expected to attend the 2-hour live sessions (with breaks). The intention is that they practice these skills on the job during their regular work week schedule.
Application & Selection Process
Applicants will be accepted on a first-come, first serve basis until all seats are full. Class size is capped at 20 participants and we will stop enrolling once we reach this limit. For more information on upcoming cohorts, contact us at training@usf.edu
With a cap of 20 participants per cohort, our commitment is to ensure that each participant receives a comprehensive and personalized experience. Cohorts will be assembled through manager recommendations and employee interest, with the goal of creating diverse groups that foster varied perspectives and collaborative dynamics. Importantly, the program is designed for both new and existing employees, embracing a forward-looking approach to skill development within the University landscape.
Upcoming Cohorts
| Class | Available Seats | Start Date | Graduation |
|---|---|---|---|
| Summer I | 20 | June 3 | July 12 |
| Summer II | 20 | July 22 | August 30 |
| Fall I | 20 | September 9 | October 18 |
| Fall II | 20 | October 28 | December 6 |
| Spring I | 20 | January 20 | February 28 |
| Spring II | 20 | March 10 | April 18 |
Further Information
Service Brilliance Program Brochure
Email us at training@usf.edu