Customer Service Certification Roles and Expectations
Customer Service Certification Training
The Customer Service Certification program, provided through the IEC of Hamilton, was designed to provide students with hands-on, experiential learning training. There are no written components to the session and it is delivered in four sections: Empathy, Active Listening, Clarity and Clarification, and Body Language.
Each section will open with a definition of the concept to be learned, followed by an activity designed to demonstrate that concept. Participants are then given the opportunity to reflect on the activity and are asked to conceptualize how the skill learned might be applied to a customer service situation. Each section is ended with a discussion of how to apply the learned skill in daily life to practice and fully utilize. By the end of the last section students will be shown how the lessons they learned come full circle and that they are very interconnected.
The session demonstrates how the soft skilled learned can help participants in customer service situation, in employment and in everyday situations. Participants will leave the CSC session with the basic soft skills to improve on their own in daily life.
By the end of the session, participants will understand how these basic concepts come together to form the “Customer Experience” which is a core product of good customer service.
Room and A/V Requirements
In order to properly deliver the CSC program, we require that the reserved space have:
· Room to allow all participants to sit at tables in groups of 3-5
· Space to allow participants to move around freely (one activity will require that 1/3 (8-10) of participants are able to stand with arms stretched and rotating without touching anything/one)
· Ensure space has a smartboard/projector system and internet access
· Ensure audio speakers are available
· Ensure space is clear of any non-participating students
Our training sessions are two hours in length and has been designed to be delivered over two consecutive 75 minute periods. We do not ‘split’ the sessions over a two day period. Students will have a midway break and we will also provide time for teachers to address students with any other information, not contained in the CSC session.
Sessions are limited to 30 students. If your class exceeds 30 students, we recommend a morning AM session of two periods, and an afternoon PM session for two periods. It has been our experience that the experiential learning and interactive training is lost on groups larger than 30, which drastically lessens the effectiveness of the certification.
Prior to booking one or more sessions, please reserve your school library/learning commons room. Given the high level of student engagement in each session, it is recommended that this area be cleared of all other non-CSC participants. This will reduce distractions and ensure that all participants are fully engaged in the series of hands on activities provided during sessions.
Please contact the IEC, at firstname.lastname@example.org, to book your CSC training session. We request that you book your session one month ahead of time, to ensure that we have an available instructor. At this time, we will confirm site location, room number and start/end times.
Once your training session has been booked, and we have an estimated number of participants, the primary school contact will be shipped the CSC booklet. Please contact the IEC to confirm that you have received the materials prior to the session delivery.
At the beginning of each session, we ask that you take attendance and email the full attendance log to the IEC. This will allow us to create CSC training certifications, which are generally shipped to the schools within 2-3 weeks after the session.
Roles and Expectations
In order to provide your students with a fun and effective training session, we provide the following Roles and Expectations as a guideline to promote consistency.
· Attend the full CSC session and act as a liaison to help maintain student code of conduct and order over ALL participants attending a session. This may include participants outside that teacher’s class room group.
· We request that teacher liaisons are attentive and present during sessions, to ensure all participants give their full attention to the CSC instructor
· While our program is always improving, please ask all student if they have already performed this CSC within the last year. Then provide these students an alternative to participating in session, this is especially helpful if your class size may exceed 30 participants
· Provide us with feedback so we can assess, tweak and build upon the CSC session, as necessary
· Ask for support when necessary
· Provide communications and expectations prior to session delivery date
· Ensure all material necessary for CSC delivery is available and ready to use
· Ensure payments required for CSC delivery have been cleared/approved by your SHSM/Co-op lead
· Ensure a timely arrival to session location
· Sign in and out of any office or front desk where applicable
· Deliver an engaging and participation oriented session
· Ensure CSC Certificate is delivered to successful participants within 2-3 weeks of receiving their Certification
· Actively participate in CSC session activities
· Be respectful to their instructor and each other
· Put away all computers and smart devices during CSC sessions
· Arrive on time both at the beginning and after any given breaks during CSC sessions
· Understand that your CSC is 100% dependent on participation. Students not wishing to participate will inform teacher liaison that they do not wish to receive a CSC Certificate, and be provided other activities to perform elsewhere until the CSC session is complete
How to Run a Customer Service Certification Session
Each CSC session will run for approximately two hours over two (75 min) class room periods. Sessions are fully delivered by a Customer Service instructor provided through the IEC of Hamilton.
Teachers, please remember you are the education expert. Our CSC instructors do not necessarily have the same experience as you do in the classroom. They are counting on you to ensure that students are behaved during the CSC session. The instructor(s) are relying on you to be their partner, especially when it comes to code of conduct.
If, for whatever reason the CSC session cannot run on one of the scheduled dates/times, it is the teacher’s responsibility to notify the IEC representative used to book the session(s). Alternatively, if the instructor is unable to make one of the scheduled dates/times, it is the responsibility of the IEC rep and/or instructor to notify the teacher.
Tips for running a successful CSC session
Participation is key in running a successful session. Once the IEC of Hamilton has booked an instructor with a participating school, we encourage both parties to discuss the following items:
· All students are aware that in order to obtain their CSC, they must participate fully in ALL activities during a session
· The grade, age and number of students attending the CSC session
· Available equipment (Smart Board, projector, internet connection, speakers etc.)
· Confirm the date, time and length of the session(s)
· Parking information and directions to get to the main office
· Materials or resources that are not permitted via school/board policies
Teachers, we also suggest that you inform the main office about your CSC session timelines.
Scheduling Tip for Co-op Classes
This certification program is most effective being delivered before or as early in a student’s placement as possible. The skills learned provide a practical understanding of best practices for working with customers. The skills acquired in this certification can also prove useful during the initial training a student receives at the beginning and throughout their co-op experience. Remind all students to add their Customer Service Certification to their resumes and academic records.
The Industry Education Council of Hamilton (IEC) is a not-for-profit organization that fosters partnerships among industry, business, education and other community groups in greater Hamilton, that support experiential learning opportunities for all learners.