Building an Exceptional Customer Service Culture
"The SMU Way"
This customer service program is designed to help the Samuel Merritt University (SMU) community achieve our Mission, Vision and Values (MVV). Developing professionals is critical to the challenge of transforming healthcare. The SMU community has a wonderful opportunity to provide service excellence in every interaction with staff, faculty, students and parents at the University. You will find it highly valuable both personally and professionally. Attendance is required for all SMU benefited employees.
Discover what exceptional performers do to reach their full potential.
These sessions have been designed to be integrated with what you do each day. In these four sessions, learn and practice skills that focus on effective communication, building trust, problem solving, team building and turning our Vision into reality. When we experience and use proven techniques that demonstrate excellent service, behavior and performance, a collaborative results-oriented environment is built.
Sessions have been designed to help you:
- Learn and apply the techniques used by Exceptional Performers
- Deliver consistently positive voice tone, facial expressions and body language that for effective communication and productive work environments
- Learn how to take responsibility for choices and have the freedom to choose how to respond
- Understand how to build trust and healthy work relationships
- Understand the barriers to communication and learn ways to overcome them
- Practice empathic listening skills by learning the discovery process for effective communication
- Learn the problem solving approach for greater responsibility
- Create a personal vision statement, establish values, and the goals to achieve great results
- Understand how style differences play a role in communications and human interactions.
SMU benefit eligible employees are asked to sign up for the 4 session series,8am until noon or 1pm until 5pm, one session per module. Sessions are limited to 24. The series will be available from August 31 - December 18 and will be held in the Health Education Center.
Online registration can be found here.
For more information contact Elaine Lemay, Director Human Resources, or Maria Salas, Human Resources Assistant at (510) 869.6511 x5351.