Session 1 — Foundations of Service Excellence (90 min)

Objectives: Establish shared understanding of service excellence; introduce university-specific context and expectations.

Pre-work:

• Service Excellence in Higher Education video (7:16)
• Components of Service (11:21)

Session 2 — Service Excellence Competencies & Skills (90 min)

Objectives:
Build practical interpersonal skills to improve clarity, rapport, and trust.

Pre-work:

• Putting it All Together video (4:48)
• The Five Steps of Service video (13:26)

Session 3 — Improving Efficiency and Communication (90 min)

Objectives:
Prepare staff to improve and maintain efficiency while communicating effectively.

Pre-work:

• The Conversation Cycle video (9:00)
• How to Say No video (4:33)
• Reactions to “No” video (5:20)

Session 4 — De-Escalating Difficult Situations (90 min)

Objectives:
Prepare staff to handle complaints, difficult interactions, and high-pressure moments. Solidify learning and drive long-term behavioral change.

Pre-work:

• Taking the HEAT: De-escalation in Practice video (14:46)
• Escalation Strategies video (6:52)