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College courses build a common service language throughout the organization. Therefore, your participants should include all of your managers, supervisors and frontline staff.
UP Your Service! College courses are relevant and useful for people serving external customers, as well as for those working with internal service partners.
Service Principles > Learning Points > Action Steps
Each College program teaches fundamental service principles and key learning points that are relevant for internal and external service providers. During the course, these principles and points are translated into practical action steps for immediate implementation throughout your organization.
Uplifting Service Champions™
 T&aking personal responsibility for learning and action transforms College course participants into Uplifting Service Champions™. Uplifting Service Champions commit to upgrade the quality of their service and uplift the spirit of service in everyone they meet.
In UP Your Service! College, Uplifting Service Champions receive a wealth of supporting materials, including personalized learning guides, monthly e-mail newsletter, access to the College on-line library and an UP Your Service! College Certificate of Achievement.
Course Methodology
Each UP Your Service! College course includes, engaging video training with Ron Kaufman, and practical learning exercises conducted by Certified Course Leaders. Course exercises are customized to achieve the service training and improvement goals of your organization.
In customized Management Workshops, members of your senior and middle management team focus on their vital roles as service leaders, guides and role models. In these Workshops, your service culture building activities are reviewed and updated. (learn more about course methodology)
Certified Course Leaders
 College courses are conducted by Certified Course Leaders who have successfully completed the Course Leader Certification Program (CLCP).
Certified Course Leaders receive ongoing support from UP Your Service! College through useful updates at the on-line Resource Center and through the Course Leader Forums. (learn more about Certified Course Leaders)
Culture Building Activities
 To build a superior service culture, your internal and external teams must be well supported with culture building activities, initiatives and programs.
Effective culture building activities reinforce new learning and encourage widespread application of service improvement ideas.
UP Your Service! College will review with you your current culture building activities and will help you to implement global best-practices for building and sustaining a superior service culture. (learn more about Culture Building Activities)
Frequently asked questions about
the UP Your Service! College Curriculum:
Q: How is the College curriculum customized for my organization?
A: The exercises and learning activities in UP Your Service! College are customized to address your service training needs and help you achieve your service goals.
The customization process addresses critical service issues, including:
- Your immediate service objectives
- Your customers' expectations
- Your existing service culture
- Your service quality and service culture aspirations
- Your relative competitive position
- Your industry's service standards, etc
Customization meets the training needs of different divisions and departments, and makes the course highly relevant for internal and external service providers throughout your organization.
Customization also addresses the unique training and application needs of each level in the organization, adapting the exercises for managers, supervisors and frontline staff .
Customization ensures each participant fully understands how the service principles and learning points apply to their work with customers and colleagues.
Finally, customization guarantees that each participant will complete each College program with a list of practical action steps to upgrade the quality of their service and uplift the spirit of those they serve.
Customized College course exercises include:
- Small group discussions
- Personal reflection
- Relevant role plays
- Practical case studies
- Review of current compliments and complaints
- Creative thinking exercises
- Mystery shopping assignments
- Live customer interviews
- Learning point quizzes
- Knowledge and skill-based assessments, and more
Q: Does UP Your Service! College provide training for different types of service delivery, such as over the phone, face-to-face, by e-mail, etc.
A: The fundamental service principles in UP Your Service! College apply to all forms of service delivery, including service provided in person, on the internet or over the phone.
In the course exercises, participants learn how to apply each key learning point of the course for the benefit of their customers and colleagues, regardless of their service delivery process.
Q: How does UP Your Service! College help participants appreciate the benefits of delivering great service?
A: While College courses are educational in nature, they are also uplifting and enjoyable. Not only do participants receive effective education about service, they also build desire to apply what they have learned.
Every College program culminates in written actions steps for immediate implementation. These personal action steps are shared with each participant's manager for encouragement and support. This process "closes the loop" in learning, reinforcing the importance of taking personal responsibility and positive action to deliver superior service.
Culture building activities also provide ongoing reinforcement, reminding everyone in the organization of the benefits to be achieved by delivering superior service.
Finally, appreciating the value of service means understanding how important service is in all aspects of our lives. In UP Your Service! College, participants learn how service principles can be applied for the benefit of their customers, colleagues, partners, other service providers - even their friends and family members.
Q: Are the courses in UP Your Service! College to be taken in sequence: Course 100, then Course 200, then Course 300?
A: The first course in UP Your Service! College (Course 100: Achieving Superior Service) provides a solid foundation of service principles and learning points relevant for everyone in your organization. This course must be successfully completed prior to participating in Course 200 or 300.
After Course 100, participants may attend Course 200: Building Service Partnerships and Course 300: Increasing Customer Loyalty in sequence, or they may take either of these courses independently.
Q: Will more College courses be developed?
A: Yes. Upcoming courses in UP Your Service! College will include:
- Serving Others? Serve Yourself!: Managing yourself for optimum performance
- Creative Customer Service: Innovative ideas to improve customer service
- Sales = Service = Sales: Earning more by serving better
- Supervising Superior Service: Achieving service results with others
- High Performing Service Teams: Working and winning together
Q: What does it mean that UP Your Service! College is only available "under license"?
A: Signing the annual Client License Agreement (CLA1) grants your organization the rights to conduct UP Your Service! College courses for as many participants as you choose inside your organization.
The Course Video Sets and Course Leader's Guides used by Internal Certified Course Leaders are also utilized under license. Upon renewal of your annual license, your organization may continue to use the Course Video Sets and Course Leader's Guides for another full year without additional charge.
If your annual Client License is not renewed, the Course Video Sets and Course Leader's Guides must be returned to UP Your Service! College. However, the personal set of Course Materials used by each participant in College courses may be retained by your "Uplifting Service Champions".
Learn more about the Course Methodology.
Learn more about the Certified Course Leaders.
Learn more about the Culture Building Activities. |
