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Certified Course Leaders:
- Are passionate about quality service
- Are role-models for uplifting service
- Understand your existing service culture
- Are committed to make your culture even stronger
- Complete the Course Leader Certification Program
Certified Course Leaders are NOT required to be constantly energetic or highly entertaining trainers. Much of the responsibility for engaging and entertaining the audience is accomplished by the video segments with Ron Kaufman.
Internal Certified Course Leaders (ICCLs)
 Certified Course Leaders from inside your organizations are called Internal Certified Course Leaders (ICCLs). ICCLs can serve as a powerful force to upgrade service standards and uplift the service culture inside your organization.
ICCLs may be members of your training department or they may be supervisors,
managers or frontline service champions in
the daily delivery of quality service.
Selecting members of your in-house team to become ICCLs is very important. These individuals will be trained and certified to conduct College courses. They must be role models for quality service - people who "walk the service talk".
Working with ICCLs inside your organization may allow you to train more staff more quickly, with greater operational flexibility and at lower cost.
External Certified Course Leaders (ECCLs)
 External Certified Course Leaders (ECCLs) are expert facilitators who are experienced and qualified to conduct College courses for participants inside your organization.
ECCLs may be engaged to conduct College courses for senior management teams, groups requiring special service support, or for your entire organization.
ECCLs have years of experience working with many organizations committed to building superior service cultures. Your organization will benefit from their insights and best practice recommendations.
You may choose to work with a combination of Internal and External Certified Course Leaders. For example, many organizations engage ECCLs to conduct College courses for their senior management teams, while deploying ICCLs to conduct College courses for the majority of their supervisory and frontline staff.
Course Leader Certification Program (CLCP)
 All Course Leaders are trained and certified to conduct College courses in the three-day Course Leader Certification Program (CLCP).
The CLCP is conducted by a Master Trainer from UP Your Service! College or an Authorized Partner.
Prior to the CLCP, Course Leader Candidates gather customer service information and
examples from their organization that will be
used in the course exercises. Candidates also review and sign the Course Leader Agreement (CLA2), granting them rights to conduct UP Your Service! College courses for participants inside their organization.
During the CLCP, Course Leader candidates:
- Learn how UP Your Service! College courses are designed and delivered
- Learn to facilitate each College program for maximum effectiveness and results
- Learn how to customize learning activities and exercises
- Connect with other Certified Course Leaders, forming a bond of shared enthusiasm and commitment
- Receive detailed instructions for successfully conducting the course
- Receive a personalized and licensed copy of the Course Leader's Guide
- Receive personal coaching in facilitation and delivery skills from a qualified Master Trainer
- Receive a personalized copy of Ron Kaufman's bestselling books in the "UP Your Service!" series
Prior to attending the CLCP, Course Leader candidate sign a Course Leader Agreement granting rights and detailing responsibilities of a Certified Course Leader.
After successfully completing the CLCP, Course Leaders receive an UP Your Service! College Certificate of Achievement.
Frequently Conducting the Course
Internal Certified Course Leaders should conduct College courses as frequently as possible. Each time your ICCLs facilitate the activities and exercises in the programs they will learn how to run the course more effectively and gain valuable insights into your customers, competitors and culture of your organization.
Team Teaching by Certified Course Leaders
Certified Course Leaders are encouraged to conduct the course in pairs or small teams. This allows each Course Leader to learn from direct observation of their peers and to collaborate for continuous improvement in conducting College courses.
Ongoing Support
To ensure the effectiveness of each Certified Course Leader, UP Your Service! College provides the following support:
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Observation and Evaluation
ICCLs are observed conducting College courses by an qualified ECCL or a Master Trainer. Feedback and positive coaching are provided with an extensive Course Leader Competency Enhancement checklist.
Feedback from Participants
At the end of each program, course participants "Speak UP!" by submitting a feedback form, including comments about the Certified Course Leader. These forms are reviewed to ensure the quality of each Course Leader's performance.
The College Resource Center
Certified Course Leaders receive online access to the College Resource Center with useful training tips, examples, checklists and other helpful materials.
Through the Resource Center, Course Leaders have direct e-mail access to the Master Trainers and to Ron Kaufman personally to ask questions and to learn from the questions and answers offered by other Course Leaders.
Course Leader Forums
Course Leaders from various organizations also meet at organized Course Leader Forums to share ideas and best-practices, and to learn from the experience of others.
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Frequently Asked Questions about Certified Course Leaders
Q: How many Certified Course Leaders do I need?
A: For the purposes of service culture building, in-house capability building, career and leadership development, you may nominate as many Certified Course Leaders as you require.
The minimum recommended number of Certified Course Leaders for an organization is as follows:
100 to 400 participants |
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2-4 Certified Course Leaders |
| 500 to 900 participants |
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3-6 Certified Course Leaders |
| 1000 to 1500 participants |
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4-8 Certified Course Leaders |
| 1500 to 2000 participants |
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6-12 Certified Course Leader |
| more than 2000 participants |
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12+ Certified Course Leaders |
Q: What happens if someone I nominate for the Course Leader Certification Program does not pass the course?
A: It is essential that you select the right candidates for the Course Leader Certification Program: those who are passionate about service and committed to help improve your organization. The CLCP and ongoing support are designed to help these individuals succeed as Certified Course Leaders. In the rare instance that someone is unable to successfully complete the CLCP or conduct the courses, UP Your Service! College will work closely with you to identify another candidate.
Q: What happens when a Certified Course Leader leaves your organization?
A: Internal Certified Course Leaders are licensed through the Course Leader Agreement (CLA2) to conduct UP Your Service! College courses only at your organization. If an ICCL leaves your organization, they are not permitted to take any course materials with them, nor are they licensed to conduct UYSC courses for any other organization. (They may reapply to have their license re-validated in another organization with a valid Client License Agreement.)
If you hire someone who was previously a Certified Course Leader at another organization, they license may be re-validated so that they may conduct College courses for participants in your organization.
Learn more about the College Curriculum.
Learn more about the Course Methodology.
Learn more about the Culture Building Activities. |
