Customer Service Track

This professional development training will provide ITS employees with the fundamental customer service knowledge and techniques. This training is recommended for any ITS staff who have regular interaction with both internal and external users. These training courses are divided into Level 1 and Level 2. Level 2 training is to be completed after Level 1 and is intended for supervisors or other employees who need advanced customer service training.

This training is adapted from the Service Center Orientation. The FSU ITS Professional Development would like to thank Associate Director Suzanne Kane for organizing this learning path.

ITS Customer Service - Level 1 (Approx. 12hrs)

 Phone Etiquette

 FSU ITS LinkedIn Customer Service Training Level 1

After completing Level 1, ITS employees will be able to:

  • Manage phone calls to the standards of FSU ITS.
  • Build appropriate rapport with contacts.
  • Identify the needs and expectations of customers.
  • Appropriately resolve customer concerns through troubleshooting or escalation.

ITS Customer Service - Level 2 (Approx. 21hrs)

 FSU ITS LinkedIn Customer Service Training Level 2

After completing Level 2, ITS employees will be able to:

  • Write clear customer service emails. 
  • Utilize effective time management.
  • Demonstrate an understanding of the basic functions of Microsoft Excel.
  • Manage escalated customer service concerns.
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