Training Overview

The results of the research studies helped formulate the training, which will have four areas of focus:

1. Mutual Respect
2. Office Standards
3. Customer Service
4. Pride about FAU

The session objectives are:

1. To develop understanding of the importance and impact of successful service

2. To create an awareness of the service standards expected at FAU

3. To discuss and demonstrate positive service skills

4. To demonstrate pride for FAU

Training Session Agenda

Introductions

The Importance of Customer Service
• Defining the Customer
• The Impact of Customers to FAU

Why Do People Do What They Do?
• Achieving Quality Customer Service
• Active Listening
• Communication Blockers

Dealing with Difficult Situations
• Focus on the Positive
• 4 Step Process