Module 3: How to Say No
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Author: Alicia Miranda
Module 3: The Email Doctor
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Module 3: Reframing Worksheet
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Module 3: Empathy Statement
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Module 3: Positive Phrases
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Module 2: Conversation Cycle Practice
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Module 2: The Warm Referral Protocol
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Module 2: The Five Steps of Service
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Module 1: The 5-Foot / 10-Foot Rule
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Module 1: Who Are My Clients
Members must be logged in to view this content. Service Excellence Toolkit · Module 1: Service Foundations Who Are My Clients? A client profiling worksheet for service excellence planning. You can’t apply the Platinum Rule — treating clients the way they want to be treated — without knowing who they are A clear client profile prevents wasted effort: you stop solving the problems you assume they have and start solving the ones they actually do This worksheet is a starting point. Revisit it when your client group shifts, when complaints cluster, or when a new service launches 1 Who are they? Describe your primary client group as specifically as possible — not “students” but which students, in what circumstances. Typical age range / career stage — capture in your own notes. Primary language(s) Familiarity with university systems (new / some / experienced) Common stress factors they carry into interactions 2 What do they need? Top three things clients come to you for (be specific — not “help” but what kind of help), and what they usually need beyond what they ask for. Consider these dimensions of their experience, then capture your notes below: When in the academic year / lifecycle […]