This training will provide you with fundamental customer service knowledge and techniques and 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 and employees who need advanced customer service training based on their job responsibilities.
ITS Customer Service | Level 1
- ~12 hours
- Manage phone calls to FSU ITS standards
- Build appropriate rapport with contacts
- Identify customer needs and expectations
- Appropriately resolve customer concerns through troubleshooting or escalation
ITS Customer Service | Level 2
- ~21 hours
- Write clear customer service emails
- Utilize effective time management
- Manage escalated customer service concerns
- Demonstrate an understanding of basic Microsoft Excel functions