Staff Development Courses

Staff Development Courses McGill University

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Staff Development Courses

For a listing of courses offered by Financial Services, consult their Knowledge Base Page.

To register, view your current registration status, or cancel your registration for a course, please sign in using your McGill ID and Minerva PIN. If you do not know your ID and PIN, please contact IST Customer Support Help Desk at 398-3398.

SE - Service Excellence at McGill

Service Excellence Training for Front-Line Staff

Duration: 1 days
Cost: $0
Course objectives:
Target audience: Front-Line Service Staff (MUNACA)
Co-requisite: Service Excellence Skills Development Workshop (TBD)

PURPOSE STATEMENT

Consistent with a university-wide initiative, this program is designed to build on your real work experience to help you further develop the competencies you require to continue to provide excellence in service to students.

COURSE OBJECTIVES

• Learn how to more effectively manage the point of contact with the student in the cycle of service
• Learn about personal impact on the student’s experience
• Create an opportunity to learn about each other and transfer knowledge to improve SLL’s ability to provide service excellence
• Develop student focus competencies
• Increase our ability to work as a team across functions to provide service
excellence
• Understand role and accountability in providing service excellence
• Obtain tools and resources to support Service Excellence at McGill

PRE-WORK EXERCISES:

• Reflections and learning objectives about yourself as a front line service provider;
• Service Excellence Field Exercise

RECOMMENDED SUPPLEMENTARY READING

1. When Your Customer Wins, You Can’t Lose by Jack Collins. Harper Business Review (Business Summaries.com)
2. Raving Fans. A Revolutionary Approach to Customer Service by Ken Blanchard and Sheldon Bowles (Business Summaries.com).

FACILITATORS – McGill trainers

Calendar

Module Course Duration Start Date Registration
SE Service Excellence Training for Front-Line Staff 1 day TBD Please sign in to register
Maximum Number of Participants 50
Time WAITING LIST

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