Customer Service Training

Client Resources

Training Masters places a heavy emphasis on customer service—both as a focal point for the way our company operates and as a success element of our clients' organizations. Today's consumer is knowledgeable, demanding, and prepared to consider all alternatives before making a choice whether buying a car or deciding which educational institution to attend. In those institutions, that initial decision is only a tiny part of the success equation for the school.

Keeping the students' persistence levels high in spite of any obstacles that they often encounter throughout the pursuit of their diploma or degree is a major challenge. There are a number of awareness factors that every school staff and faculty member needs to understand and be prepared to handle appropriately in order to keep those persistence levels high and minimize the negative impacts of those obstacles.

Students do not want to be treated like children.
Students want to be respected.
Students do not want more of the same type of educational experience they've already had and probably disliked.
Students expect their time to be valued.
Students will rise to challenges that are worth it.
Students do not tolerate anything that makes their lives more difficult.
Students represent different generations and ability levels, yet are all there to improve their lives.
Students will not tolerate threat, fear, and intimidation.
Students need regular deposits in their emotional bank accounts.
Students want to feel important.
Students want to be involved in the learning process.
Students need to see the relevance of what they are learning.
Students expect well managed classrooms and schools.
Students do not appreciate being passed off from employee to employee to
get answers or clarification.
Students will respond positively when they are in an encouraging environment where people care.
Students expect to experience everything they were told they would.

All schools strive to generate referrals from their students and the best way to obtain them is to earn them. When students feel that their best interests are at the heart of everything that they experience in the school and that they have selected the right school to help them close the gap between where they are and where they want to be, they will gladly tell others about it and encourage others to take the same step they did.

All of the factors that create this student opinion and response generate from outstanding customer service. Training Masters helps schools improve their customer satisfaction through programs and services that evaluate current levels of satisfaction and identify improvement strategies that will benefit everyone. Through a staff development program called, "Bringing Out the Best in Others," the entire school works together to identify the strengths and weaknesses of the service culture. Considering both internal and external customers, improvement strategies filter throughout the entire organization making the working environment a better place for employees and the learning environment a better place for students, regardless of how good it already is!

This workshop is interactive and fun as it uncovers some areas in need of improvement and potentially delicate areas of individual concern. It is conducted in a spirit of growth and enjoyment, and everyone immediately sees a benefit to themselves personally and as a member of the school staff.

Some of the areas covered and activities conducted include:

Watch your stingers!
Liberating and restrictive habit patterns
Walk a mile in my shoes
Mirror, mirror on the wall
It takes guts!
How do we make students feel important?
The 5 A's of customer service
The suggestion box
Adults rule!
Weaving the web
How would you handle this?
Dos and Don'ts
Top down, bottom up and everything in between