Service excellence is just that: Service that exceeds customer expectations on every level, all of the time.
Consistent service excellence builds the reputation of the University and improves our ability to attract and retain quality students and staff.
Service excellence supports two of the core priorities of the Strategic Plan 2011-2015:
- positive student experience and quality teaching and learning; and
- positive staff experience.
It is the aim of Organisational Development to support and embed a service culture within the University of Newcastle by offering this workshop, as well as a range of complementary training, to all staff.
‘Service Excellence: a positive student experience’ is an interactive one day workshop that is essential for any staff member involved in the service of other staff and students.
The workshop is designed to equip you with the skills and knowledge required to ensure your products and services consistently meet high delivery standards that match our organisational priorities.
You will learn:
- who your customers are and their needs and preferences,
- how to create advocates,
- the four levels of service excellence,
- the roadblocks for service excellence,
- effective models for service excellence,
- how to communicate with your customers, and
- how to deal with difficult situations.
Workshops can be booked via HRonline (Service Excellence is found under the Workplace Skills heading) or sessions can be tailored to suit your team or organisational unit. For more information, please contact Julie Olive on extension 17498 or email firstname.lastname@example.org
“Defusing techniques will be very useful in my work environment and also transferred to personal situations.”
“(I learned) … how to provide service to customers in a more efficient manner.”
“The questioning techniques used to gain more useful information from clients will be greatly beneficial.”
“Great facilitator – very engaging with excellent knowledge of course content.”