Skip to main content

Office of Human Resources

Training & Organizational Development


Customer Service Program

This certificate series will focus on the importance of providing quality customer service. Topics include conveying a positive attitude towards others and identifying and providing for the needs of your customers.

Participants must complete the following courses to receive a certificate.

Curriculum

  1. Speaking Your Customer's Language (formerly Advanced Connections): Learn advanced techniques for providing customer service in the university environment.
  2. Bridging Cultures I- Introduction to Intercultural Communication: (formerly Bridging Cultures for Service Excellence) This workshop will provide participants with the fundamentals of effective intercultural communication skills. The workshop helps participants develop an awareness of their own cultural identity and recognize intercultural diversity at FSU.
  3. Working With You is Killing Me(formerly Dealing With Difficult People): Strategies for interacting with hostile or irate customers.
  4. Conflict Communication Skills: Conflict is unavoidable. And though it can cause damage if handled poorly, if handled well it can actually strengthen your workplace, your relationships, and/or your whole organization. Learn about different conflict styles, including your own, and learn and practice constructive ways to manage and de-escalate conflict.
Four courses are required for this certificate.


For the Training Schedule and Registration Instructions, click here. For additional program information or questions, contact the Office of Training and Organizational Development at 644-8724.