Customer Service for Higher Education- University of Alberta

Service Excellence Training Program

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You must be logged into your Academic Impressions account to access the on-demand modules.

You can log in using the "Create Account / Login" link in the upper right-hand corner. If you do not have an account, view this PDF for instructions on registering..

Download Learning Journal (.zip folder)

MODULE 1  

3 Sessions | 1h 4m video instruction

Please complete Module 1 before the live application session for your cohort. The main topics covered in Module 1 are Defining Services, Culture of Service, and University of Alberta Service Excellence Competencies. 

Access Module 1

MODULE 2

3 Sessions | 44m video instruction

Please complete Module 2 before the live application session for your cohort. The main topics covered in Module 2 are Service Consistency, Service Efficiency, and Managing Stress.

Access Module 2

MODULE 3 

4 Sessions | 1h 15m video instruction

Please complete Module 3 before the live application session for your cohort. The main topics covered in Module 3 are Active Listening and the Conversation Cycle, Challenging Conversations, De-escalating Difficult Clients, and Decision-Making and the Escalation Strategy.

Access Module 3