The training courses sponsored by QSI are designed to create a service culture that supports NCCU’s commitment to providing quality service to all of its stakeholders.
Please check the QSI Training Schedule and register.

Creating a Service Culture: the Service Leader’s Role
Service Plus: Keys to Service
Service Plus: Steps to Service
Service Plus: Extraordinary Service Opportunities
It's Your Call!
SALSA: Service Is About Learning Skills and Attitude
Every Interaction Counts!
Professional Courtesy

Creating a Service Culture: the Service Leader’s Role
Target Audience: Supervisors, managers and service leader’s
Length of Training: 4.0 hours
Content: This module helps leaders identify barriers to service excellence and provides them with five leader practices to create a service culture.

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Service Plus: Keys to Service
Target Audience: All employees
Length of Training: 3.0 hours
Content: In this session, service providers learn the Key Principles that will help them cement relationships with customers and keep them coming back.

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Service Plus: Steps to Service
Target Audience: All employees
Length of Training: 3.0 hours
Content: In this session, participants learn the service steps to meet the practical needs of customers – to acknowledge the customer promptly, ask questions and listen, understand the customer’s needs, take appropriate action to meet or exceed those needs, and then confirm that the customer is satisfied.

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Service Plus: Extraordinary Service Opportunities
Target Audience: All employees
Length of Training: 4.0 hours
Content: Turning a dissatisfied or angry customer into a satisfied, loyal customer takes the utmost in skillful professionalism. This session will show you how to recognize dissatisfied customers and take the right steps to build customer loyalty.

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It's Your Call!
Target Audience: Front-line employees
Length of Training: 4.0 hours
Content: Satisfying customers over the telephone is often more challenging than serving them face-to-face. Every call is an opportunity to enhance customer relations. This course provides the skills to address the challenges of providing excellent service via the telephone.

Key outcomes include the skills to:

• Enhance your professionalism and organization's image over the telephone.
• Improve your confidence and comfort on the phone.
• Handle difficult callers.
• Transfer calls effectively.
• Put callers on hold.
• Tell a caller no.

• Opal
• Telephone Doctor

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SALSA: Service Is About Learning Skills and Attitude
Target Audience: All employees
Length of Training: 4.0 hours
Content: Today's customer service-oriented world requires top-notch, motivated and skilled professionals. Customer service is at the forefront of organizations' business strategies. What is considered excellent customer service today simply won't be good enough tomorrow. This course provides a fun way to learn why customer service is crucial to your organization's success, understand your role and become aware of the skills that are required to create a more effective service culture.

Key outcomes include the skills to:

• Manage the service interaction.
• Tell a customer no.
• Handle an upset customer.
• Keep the customer.

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Every Interaction Counts!
Target Audience: All employees
Length of Training: 4.0 hours
Content: In today's competitive environment, customer satisfaction is a top priority. It is important that all employees understand the importance of making a commitment to deliver excellent customer service every time. This course provides an awareness of skills that can be used to address the challenges of customer service work.

Key outcomes include the skills to:

• Identify ways to satisfy customer needs.
• Make every interaction with customers count.
• Handle each customer interaction with confidence.
• Handle tough telephone calls one right after another.
• Maintain a smile and friendly demeanor when a customer releases all of his or her frustration.
• Provide the level of service that will keep the customer coming back.

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Professional Courtesy
Target Audience: All employees
Length of Training: 4.0 hours
Content: Staying competitive in today's fast-changing world requires more than credentials. The ability to get along with people and bond relationships is your best competitive edge. Sincere respect and consideration of your colleagues and customers is an extension of character that will benefit you personally and professionally. This course provides you with the skills to establish solid relationships.

Key outcomes include the skills to:

• Handle conflict with co-workers politely.
• Show respect for rank.
• Provide tactful criticism.
• Methods for coping courteously with criticism.
• Handle put-downs.

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