When campus leaders and staff dedicate themselves to a customer service culture, they usually ask themselves two things:

"How do we come across to our customers?"
"How well do we handle difficult customers on campus?"

They know that to enhance their campus customer service, they must build their personal credibility and their "people skills."

At Communication Excellence Institute, we have developed a special workshop to define internal and external campus customers, identify staff members' communication styles, and improve their methods for handling difficult customer situations.

In this fast-paced, informative, and entertaining workshop, we help participants to:

• Adopt the Credo and Spirit of Customer Delight on campus.
• Recognize the high costs of ineffective customer service.
• Get a firm grasp on your customers' expectations.
• Learn the standards of "Customer Delight!" based on the latest research.
• Answer repeated questions with freshness and sincerity.
• Handle customers more effectively over the phone.
• Use voice mail and e-mail to best advantage.
• Learn how to conduct a Touch-Point analysis of their customer service system.
• Know the "do" and "don't" words and phrases to use with customers.
• Handle routine and hostile customer complaints with skill and ease.
• Build your nonverbal credibility with your customers and colleagues.

Campuses that have offered this course as part of their staff development programs comment that participants significantly reduced the intensity and frequency of customer dissatisfaction and improved their skill in dealing with all kinds of customers on campus.

The fee for the Campus Customer Service Workshop is $3,950 for a full day, plus the cost of any copyrighted instruments used, for up to 20 participants. Additional participants beyond 20 are $100 each.

For more information on this workshop and other CEI communication programs, please call the Institute at (800) 410-4CEI (4234) or e-mail us at cei@talk2cei.com.

Communication Excellence Institute is the only organization that offers consulting on human communication specifically within a higher education context.

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