Supporting staff in service excellence

A leading expert in customer service training will visit Flinders to provide training sessions for professional staff and strengthen the University’s expertise in providing exceptional services to staff and students.

With the significant changes in Flinders’ professional staff structure and service delivery model, professional staff are being supported in their roles as professional service providers through the training, to be held in July 2018.

The sessions will be delivered by Anouche Newman, who is the Chief Executive Officer of the Customer Service Institute of Australia and has many years’ experience providing best-practice training and consulting to organisations that are interested in world-class service delivery.

Ms Newman is renowned for her advocacy for customer service, together with her training expertise and commentary on customer service issues. She holds a master degree in business-to-business professional services and worked for a decade as an academic at the University of Technology in Sydney.

The training at Flinders will focus on staff-to-staff service principles, together with how professional staff can provide the highest quality service to students and staff partners. It will examine what customer service currently means in the Flinders context and the best ways to deliver service excellence and bring about continuous improvement.

All professional staff members are encouraged to attend one of four sessions to be held at the Bedford Park campus over 12 and 13 July 2018.

This training is essential for staff in front-line positions; however, it is important for all professional staff including supervisors. Accordingly, all professional staff will be encouraged by their leadership teams to attend.

Sessions will be live-streamed to remote staff but will not be recorded, so attendance either in-person or remotely will be required.  The live-stream may be accessed via this link on the day.

Available Sessions

Thursday 12 July:    10:00AM to midday or 2:00PM – 4:00PM

Both sessions at room 1.01, Health Sciences Lecture Theatre Complex

Friday 13 July:          10:00AM to midday or 2:00PM – 4:00PM

Both sessions at room 1.01, Education Building

Staff are required to register attendance for their preferred session at Connecting to Service Excellence.

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