This certification is ideal for professionals across higher education who interact with students, families, faculty, or staff—whether in person, online, or behind the scenes. If you’re in student affairs, enrollment, academic advising, financial services, housing, IT support, or any administrative, leadership, or front-line role, this course will help you elevate your service delivery and better support your campus community.

Click here to view the full recommended schedule 

Week 1: Context for Higher Education 

Starting: September 29, 2025 

Format: On-Demand | Time Commitment: Approximately 2.5 hours 

This module provides an in-depth foundation for understanding and enhancing customer service within a higher education setting. It begins by challenging traditional notions of “customers” in academia and introduces core service principles. You’ll explore the definition and components of service, how to foster a culture of service excellence, and the competencies essential for delivering high-quality service experiences. 

Week 2: Strategies for Customer Service 

Starting: October 6, 2025  

Format: On-Demand | Time Commitment: Approximately 2 hours 

This module equips you with practical strategies to enhance service delivery through consistency, efficiency, and stress management. You’ll explore tools like stakeholder mapping, scripting, and a five-step service model to create predictable, high-quality service experiences. The module also addresses streamlining processes for efficiency and supporting frontline staff by recognizing stressors and promoting a culture of care and responsiveness. 

Week 3: The Tough Stuff 

Starting: October 13, 2025 

Format: On-Demand | Time Commitment: Approximately 1.5 hours 

The first part of this module focuses on building confidence and competence in navigating difficult service interactions through effective communication strategies. It begins with an introduction to active listening and the Conversation Cycle, offering tools for understanding and responding thoughtfully during tense or complex exchanges. You’ll then explore techniques for managing challenging conversations—especially how to say “no” with clarity and empathy, anticipate and handle reactions, and choose language that de-escalates rather than inflames. 

Week 4: The Tough Stuff Continued 

Starting: October 20, 2025 | Live Session: October 24, 2025 (3:00 – 4:00 p.m. ET) 

Format: Live | Time Commitment: Approximately 2.5 hours 

The second half of this module provides a focused, practical approach to managing high-tension service situations through de-escalation and escalation strategies. You’ll explore the root causes of difficult client behaviors and learn the HEAT model to help staff respond calmly and constructively. You’ll also learn how to recognize when to defer or escalate interactions, supported by activities that build judgment and process improvement skills. You’ll have time to apply what you’ve learned in the live session at the end of the week.