The STAR Principle Towards Effective Customer Service

Course Objectives

• 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 S.T.A.R. principles in customer service
• Rephrase blunt communication for better results
• Develop an action plan to improve customer service skills

Target Audience

This program is suitable for staff who need 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.

Methodology

This stimulating program will maximize the understanding and learning through diverse teaching methods (lectures, readings, cases, role-plays, group work, pair discussions, and videos) to accommodate different learning styles. Participants are encouraged to apply whatever practical and job experiences they have gained to group and class discussions.

Course Modules

• MODULE 1 – WHAT AN ATTITUDE: WHERE SERVICE EXCELLENCE STARTS
• MODULE 2 – BUILDING A HEALTHY CULTURE IN SERVICE
• MODULE 3 – THE S.T.A.R. PRINCIPLES IN CUSTOMER SERVICE
• MODULE 4 – DELIVERING NO AND OTHER BAD NEWS
• MODULE 5 –EXCELLENCE IN COMMUNICATION II
• MODULES 6 – USING QUESTIONS TO REACH OUT
• MODULE 7 –SHARING DIFFICULT CUSTOMER SITUATIONS
• MODULE 8 – MANAGE EQ TO BUILD INTERPERSONAL EFFICIENCY
• MODULE 9 – PERSONAL ACTION PLAN