Course Catalog


     CPDT Course Catalog

 



  


 

Types of courses
 

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  Instructor-Led Training  The instructor-led training schedule is published every semester and can be viewed here.  
         
 

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  Online Training  Online classes can be viewed online at any time from any place with an Internet connection.
         
  icon pdf    Supplemental Materials  Supplemental materials are provided in .pdf format if they are available.

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Courses Offered

Course Descriptions

icon Instructor Beyond Hello: Telephone Customer Service Skills
1.5 Hours
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Do the people who answer your phones listen well? Do they understand what makes the person on the other end of the telephone tick? 

Learning Objectives: Learn basics of customer service, how to project a polished phone image, how to take accurate and effective messages; and questioning techniques that get to the root of customer concerns.
Audience: A&P, Faculty, USPS, OPS, Student OPS

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icon Instructor Customer Service Fundamentals
3 Hours
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Have you ever walked into a retail store and WANTED to buy something simply because of how gracious the host was? Or, have you ever ordered dessert when you weren't hungry any longer because the waiter, who had been so wonderful throughout the entire meal, suggested it? If so, you have witnessed an artist directing the symphony of customer service.

During this seminar we will talk about the many benefits of great customer service. Then you will identify your personal customer service instrument, tune it up, and start practicing for the production!

In this seminar you will learn to:

 

  • Refresh your perspective.
  • Focus on the customer.
  • See things from the customer's perspective.
  • Keep a fresh attitude.
  • Keep a fresh attitude.
Audience: A&P, Faculty, USPS, OPS, Student OPS

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icon Instructor Dealing with Difficult Behaviors
1.5 Hours
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Learn techniques to turn around difficult behaviors in all types of situations. Increase your productivity with proven strategies for success. Every work environment has its difficult issues and these issues, if not turned around, could easily become nightmares.

First, we discuss how differences in makeup and personality require different responses and coaching techniques. We will identify your current work relationships and customer challenges, and we will analyze some of the underlying causes that make people difficult. Some of these causes include: people not understanding procedures and responsibilities, their fear of negative consequences, their different ages, and backgrounds. We will identify the cast of difficult customers and team members and master the tools and techniques for successful interaction.
Audience: A&P, Faculty, USPS, OPS, Student OPS

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icon Instructor Providing Exceptional Service to Angry or Difficult Customers
3 Hours
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Learn on-the-job peacekeeping skills that will help you prevent blowups, mediate disputes and foster teamwork. You will learn how to defuse conflicts involving negative or hostile internal or external customers.

You can turn complaints into opportunities to create satisfied customers: It's a matter of learning what works. Although situations vary, the way you communicate often plays a large role in whether you succeed in meeting the customers' expectations. Learn to identify what the customer really needs from you to ensure satisfaction. By focusing on the process rather than simply the task, you can impress both internal and external customers with your ability to:

  • Use the four R's of customer service to create an alliance with the customer
  • Identify the most common expectations of most customers
  • Re-group after a challenging customer interaction
  • Stay solution-focused and manage conversations with angry customers


Designed for everyone who deals with people daily, the skills learned in this course will provide you with the tools that will work with your external clients and customers, as well as with co-workers and staff.

Audience: A&P, Faculty, USPS, OPS, Student OPS

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icon Instructor Quality Customer Service
1.5 Hours
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Quality customer service goes hand in hand with professionalism.  Keeping clients happy is more than just good policy.  It’s the key to winning customer loyalty.  But there’s a big difference between giving clients “standard treatment” and giving them the “royal treatment”. This seminar discusses important ways of providing ROYAL customer service.

Learning Objectives: Understand the cost involved in poor customer service, understand challenges and roadblocks that inhibit quality service, develop skills to provide royal customer service.
Audience: A&P, Faculty, USPS, OPS, Student OPS

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icon Instructor Redefining the Customer Experience
1.5 Hours
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Customer Service.  We’ve all been through this type of training in the past.  The customer is always right, smile into the phone, show concern for the customer’s situation, etc.  While this is the standard in the retail environment, the world of higher education is different and may require a fresher approach.  In this session, we will look at the concept of customer service in a new light – the customer experience.  We will discuss how the customer experience directly impacts five areas within the University environment and how to best manage the experience to achieve a positive outcome.

 

Audience: This session is open to all UNF staff and faculty who deal directly with students or colleagues on a daily basis and for supervisory staff who manage processes that impact customers.

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icon Instructor Self Esteem and Top Performance
3 Hours
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This interactive workshop provides an opportunity to assess your satisfaction with your own job performance and identify areas in which your self-confidence may be as healthy as you would like it to be. Participants will learn about the connections between the level of our self-esteem and the ability to remain persistent and self-motivated to achieve our professional goals.

Learning objectives covered in the workshop include:

  • The six "pillars" of self-esteem that combine to create a positive self-image
  • Techniques for setting small, reachable goals to keep us focused
  • The ways our lack of confidence causes us to sabotage our opportunities to stretch ourselves professionally
  • The importance of reviewing and discarding cognitive distortions that we may have learned early in life, which remain with us in the form of an inner critic
  • Clear, practical strategies to align our vision of "future self" with the present reality
Audience: A&P, Faculty, USPS, OPS, Student OPS

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