University Modesto Yearly Training

Class Number: 111
Title: Customer Service

OVERVIEW: The purpose of this course is to provide an understanding of our customer service philosophy and the customer service skills we support.

LENGTH OF COURSE: 2 hours

TARGET AUDIENCE: All Employees

FREQUENCY OF TRAINING: Taught 2 times per year

METHOD OF DELIVERY: Lecture

TRAINING GOAL: Provide Quality Customer Service

LEARNING OBJECTIVE:

  1. Learn who your Customers are
  2. Learn how to recognize and respond to Customer needs

INSTRUCTOR PREPARATION:

1. Get student list for Training Division 4. Review curriculum
2. Receive PowerPoint presentation 5. Review PowerPoint presentation
3. Print Handouts 6. Rehearse for class

INSTRUCTOR TO STUDENT RATIO:

  1. 10-15 students 1 instructor
  2. 15-20 students 2 instructors

RESOURCES AND MATERIALS REQUIRED:

  1. PowerPoint presentation
  2. Curriculum Handouts (PowerPoint)

ASSESSEMENT: Assessment of this class will be accomplished through a Class Evaluation Sheet. The Training Committee will review all class evaluation sheets on a quarterly basis to specifically identify strength and weakness in both course content and instructor delivery and take appropriate action(s) to continuously improve content or instructor delivery respectively.

Developed by:
Debra Gilbert/Suzanne McCaslin
December 19, 2008

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