Frequently Asked Questions

What is the Customer Service Training Program?

The Customer Service Training Program is an outgrowth of the University’s Strategic Plan, which, through its values statement, addresses the importance of promoting an environment of respect for all persons and civility in all interactions. This program formalizes our expectation that members of the FAU community will conduct themselves in ways that support these values in their dealings with one another and members of the public. The Customer Service Training Program is an important component of the University’s pursuit of excellence and best practices as it carries out its mission of delivering top quality higher education services to the people of South Florida.

. When will the Customer Service Training sessions be held?

Tuesdays and Fridays are the designated Customer Service Training Days.  The time of arrival is 8:45 a.m., with sessions beginning at 9 a.m. and ending at 4:00 p.m. Sessions will include a morning break, a lunch period (on your own) and an afternoon break.   Employees are expected to attend the full day of programming.  Partial-day attendance will not meet the mandatory completion requirements.  It is to your advantage to schedule a date that permits your full attendance and participation.

What do I need to bring to Customer Service Training?

You will need a notepad and a writing utensil (pen or pencil) of your choice.  In addition, you may wish to bring a light jacket or sweater to ensure your personal comfort.  Some rooms/training facilities do not permit food or drinks to be brought in.  Please be sure to check for special notes on the registration site which will indicate whether drinks are permitted in the assigned training room for the day.

Is the Training Program mandatory?

The Customer Serving Training Program is mandatory for all Administrative, Managerial and Professional (AMP) & Support Personnel (SP) employees.  Ultimately, the principles and practices presented here will be integrated into our performance appraisal process to further strengthen our commitment to excellence and exceptional customer service.

May I attend even if I’m not an AMP or SP employee? 

Yes, if you are an FAU employee in a Temporary classification, you are welcome to attend, provided there are seats available.

How long do FAU employees have to complete their mandatory training?

Existing employees are expected to complete mandatory training sessions by November 2007.  The President’s Office will receive a monthly report of attendees throughout the year and be advised of all employees who have completed the program by November 2007.

How do I register for Customer Service Training?

Scheduling is available online at http://fau.timetrade.com but please read the following
important instructions.   All employees have been pre-registered into the system.  Logon with your Z# and your initial password will be your last name.  If you are a new employee, you may not be in the system yet.  We will update the system periodically with new employees.  Both entries are case-sensitive so the following would be a sample logon and password.

Username (Z#):Z00099999
Password: Smith

Entering ‘smith’ or ‘z00099999’ would result in an unsuccessful logon.

First select 'HR - Customer Service' from the Department dropdown, then select the date and campus desired from the schedule of available course times.

How will I know if I am registered?

Once you complete the online registration, you will receive confirmation of your registration through your email account.

What happens if I register and am unable to attend?

You may cancel a registration online in the same manner that you schedule registration.  You must cancel any existing registrations for the Customer Service Training program before the system will allow you to schedule an alternate appointment.

Will I be paid for the time away from my office to attend Customer Service Training?

Customer Service Training Days are regular, paid work days for employees and require no personal or administrative leave for attendance.  Employees will be provided a Certificate of Participation upon completion of the training.  This certificate may be presented to supervisors to confirm attendance.

Do President Brogan and the Executive Team have to attend Customer Service Training as Executive Service employees of the University?

Yes. Customer Service Training was presented to the President and Executive Committee on Monday, Oct. 30. As a program embedded in the University’s Strategic Plan through the values statement, it has the full support of our Board of Trustees, President and Executive Committee.

Do I have to attend Customer Service Training on my base campus?  

No. You may do that, but employees are encouraged to take this training opportunity to visit a partner campus and spend a day with colleagues outside the normal work environment. Please be advised that mileage will not be reimbursed if you decide to travel to another campus.

HERE’S WHAT SOME PARTICIPANTS HAD TO SAY ABOUT THE PROGRAM:

• “I want everyone to attend.”
• “We are the face of the University.  What we do is the impression given of the University.”
• “It’s important to tell co-workers how valuable the training is.”
• “I liked the ‘10 Things about FAU’ because it builds pride in the University.”
• “At first, I thought it was a waste, but I realize how much we need this information.  I’m going to tell other people in my office about it.”