Noel-Levitz Customer Service Training
Noel-Levitz Campus-wide Customer Service Training
One of the most important pieces of the first two years of Project Synergy, is a major customer service training initiative for all WPI staff members. During academic year 2007-08, all staff members were asked to register for a session of Connections, the first series of a specialized, 2-part series of customer service training courses. The curriculum for this training was developed by Noel-Levitz, a provider of Customer Service training products that are designed specifically for academic environments.
The initial goal was for all staff members to be trained in “Connections” during the 2007-08 academic year, and in “Advanced Connections” during the 2008-09 academic year. The Noel-Levitz programs are different from traditional customer service training programs, because they are designed to be delivered by WPI staff members. During the summer months of 2007, approximately 20 staff members from the WPI community went through a rigorous train-the-trainer program to learn how to deliver the Noel-Levitz material. These 20 staff members made up the WPI Customer Service Training Team, and succeeded in delivering the Connections curriculum to nearly all staff members. Overall, Connections was very well received. The single most common comment received on the program evaluations praised the value of meeting other staff members on campus and having the opportunity to get multiple perspectives on the topics raised during these sessions. Please visit the Connections Testimonials link to hear what other staff members have said about the program.
To learn more about Noel-Levitz, please visit their website.
Noel-Levitz “Connections”
“Connections” focuses on basic, but very important components of good customer service, such as body language, developing an awareness for the use of positive and negative communication, always trying to go the extra mile in solving problems, telephone techniques for good customer service (including leaving voicemails), guidelines for good customer service in email communication, and handling customer complaints. It also stresses how important it is for all employees to see themselves and the job they do positively, and as a vital contributor to the overall culture of the campus. It also attempts to illustrate the myriad of opportunities all employees encounter on a daily basis to provide good customer service.
Please see the session calendar to sign up for Noel-Levitz "Connections".
Noel-Levitz “Advanced Connections”
“Advanced Connections” is intended for implementation once a good grasp of “Connections” has been established. It focuses on building a solid service culture on campus that extends well beyond interactions with students, parents, and vendors, to interactions of every type. It focuses on “internal” customers, and building a unified team that is made up of all employees on campus, not just the members of an individual’s work group. “Advanced Connections” also delves deeper into the basic techniques learned in “Connections,” allowing participants to truly fine tune their customer service skills.
Please see the session calendar to sign up for Noel-Levitz "Advanced Connections"
Maintained by webmaster@wpi.eduLast modified: July 01, 2008 13:52:10