Creating a Culture of Service Excellence

The delivery of excellent service must be viewed as a way of life within an institution, not an add-on to the employee’s job responsibilities. This means engraining it into the culture of the institution so that “service excellence” becomes part of your everyday operations. It starts with identifying the higher purpose of the institution and identifying the employee behaviors that consistently achieve the higher purpose. Everything your students see, hear, smell and touch affects the perception of their experience and of your institution. This program shares techniques and tools that allow you to immediately apply and raise your current level of customer service to a higher level of extraordinary service. Attendees will also learn how to create a seamless experience of service excellence for both internal and external customers.

Service Mapping

Every point of contact with your educational institution makes an impression. Service Mapping looks at your processes through the lens of the student vs. the lens of the institution. This workshop helps departments and work groups examine their processes to identify opportunities that move them from offering mediocre, average customer service to creating a Wow of excellent service at as many touch points or potential touch points as possible. This becomes the new standard of how to deliver on the process for all employees and becomes the only way that new employees are taught how to deliver.

Process Mapping to Improve Processes

Processes are the key for enculturating service excellence. Many service problems have nothing to do with employee attitudes; they have everything to do with broken processes. These processes may have been designed years ago, but have not been kept updated or current with changing technology or systems. This workshop helps departments and work groups take a fresh look at how they do their processes and challenges them to identify opportunities for continuous improvement. It is highly encouraged for participants to bring a process that they know needs improvement to the workshop so they can immediately apply the learning to an actual process.