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The College course methodology ensures that your participants:
- Understand fundamental service principles
- Discover how each learning point applies to their job
- Create practical action steps for immediate service improvement
- Enjoy learning and participate fully in the course
'Live' Training Programs
Live training programs ensure participants engage fully with the course materials: discussing key learning points, practicing essential service skills and acquiring competencies necessary to deliver consistently superior service.
College programs include engaging video training with Ron Kaufman, and practical learning exercises conducted by Certified Course Leaders.
UP Your Service! College classes are conducted in small groups of up to 36 participants. (Larger groups are allowable with additional support.)
Engaging Video Segments
 In each video segment, Ron presents fundamental service principles and key
learning points in an entertaining and
engaging style. This ensures each
essential point is brought to life
consistently and effectively. This
also
ensures the
understanding and
adoption
of a
common service
language by
every
member
of your organization.
Ron Kaufman teaches the main content of each program using stories, examples and easy-to-understand graphics and illustrations. Ron makes learning about superior service come to life!
All video segments are carefully scripted to ensure they are easily understood by participants at every level of the organization, and by those working with external customers or internal service partners. The videos are culturally neutral and are well-suited for any industry or government organization .
The total amount of video time in each half-day program is between 32 and 40 minutes, with each video segment between 4 and 18 minutes. The course video-discs have been carefully programmed for ease of use by the Certified Course Leader. After each video segment, the video pauses automatically with an essential exercise remaining on screen for participants to discuss in groups and work on together.
Customized Activities and Exercises
After each video segment, a Certified Course Leader reinforces the service principles and key learning points through 20-45 minutes of customized learning activities.  The customized activities and exercises
may include:
- Practical case studies
- Realistic role plays
- Review of current compliments and complaints
- Small group discussions
- Creative thinking exercises
- Mystery shopping assignments
- Live customer interviews
- Challenging quizzes
- Knowledge and skill-based assessments, and more
Course activities and exercises are carefully customized to address current service issues for internal and external service departments, as well as for managers, supervisors and frontline staff.
Certified Course Leaders
 UP Your Service! College courses are conducted by Certified Course Leaders. Course Leaders facilitate the customized course exercises, provide relevant examples, encourage participation and keep the course running on-time.
In-house Certified Course Leaders (ICCLs) are selected from within your organization to help lead and build your service culture.
External Certified Course Leaders (ECCLs) are available to assist you from UP Your Service! College or from Authorized Partners.
All Certified Course Leaders are trained and certified to conduct College courses in the Course Leader Certification Program (CLCP).
Certified Course Leaders are NOT required to be constantly energetic or highly entertaining customer service trainers. Much of the responsibility for engaging and entertaining the audience is accomplished by the video segments with Ron Kaufman.
Personal Action Steps
At then end of each College program, participants write down a personal plan of practical action steps to improve individual service performance and upgrade service levels in the organization.
To ensure these commitments are successful, personal action steps are forwarded to the Service Champion's immediate manager or supervisor for reinforcement and support. This support can take the form of coaching, on-the-job training, additional time or resources, or simply encouragement and recognition.
Uplifting Service Champions should be recognized whenever possible for taking positive action to implement their plans and improve service. With "Uplifting Service Awards", you can easily recognize extra-mile efforts and superior service performance.
Management Workshops
In customized Management Workshops, members of your senior and middle management team focus on their vital roles as service leaders, guides and role models.
During these Workshops, your current service culture building activities are carefully reviewed, and an updated plan for continuous reinforcement is created.
 Uplifting Service Champions™
Taking personal responsibility for learning and new action converts 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.
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 a prestigious UP Your Service! College Certificate of Achievement .
Different Styles of Learning
Different people learn in different ways. Some learn best by seeing and observing. Others learn best by listening and hearing. And others learn by personally trying and doing. Some of your participants will learn best when they can think and reflect, others when they can engage and attempt. Some will learn when they are reading or writing, others when they are discussing and debating.
The UP Your Service! College curriculum is carefully designed to include all of these modalities for learning. Throughout the College courses and programs, the variety of video presentations, customized exercises and activities will allow every member of your team to learn new service skills, and successfully apply what they learn.
Five Level Training Evaluation
At the end of each College program, participants complete a five part evaluation form. These five questions encourage participants to take personal responsibility for the results of their training, and appreciate your investment to upgrade their service skills.
The five levels of evaluation are:
1) What did you enjoy in this training program? (joyful reflection)
2) What did you learn that will be useful at work? (focused attention)
3)
How will you apply what you learned on the job? (proactive intention)
4) What value will this create for you, your customers and collegues? (awareness of others)
5) What Return on Investment (ROI) do you intend to achieve with your learning and
application of skills? (appreciation of investment and need to contribute personally to organizational results)
Continuous Reinforcement and Support
The fundamental service principles and key learning points of UP Your Service! College should be continuously reinforced to maintain high levels of enthusiasm and commitment to service improvement action.
One way to keep these key learning points present in the workplace is through attractive posters, summary cards, screensavers and other job aids. Posters like these are available for your use.
Key Learning Point Posters for Course 100: "Achieving Superior Service"
Authorized Clients may create additional job aids (shirts, banners, mugs, clocks and watches, awards, etc) using the attractive "UP!" balloon logo and other images associated with UP Your Service! College.
Note: Applications must be consistent with UP Your Service! College corporate identity guidelines, and are subject to written approval before production.
Learn more about the College Curriculum.
Learn more about the Certified Course Leaders.
Learn more about the Culture Building Activities. |
