Customer Service Program Track
Discover professional development opportunities for customer service.
Customer Service at UC San Diego
UC San Diego is recognized as a world-class institution for research and education. Our customers in these areas traditionally include students, businesses, and other educational institutions. Within our organization, we have customers too – our employees! A carefully architected quality customer service program requires self-assessment, establishing norms, and following through with shared operating principles.
Move beyond the traditional concepts of customer service and, instead, focus on quality service. Quality service is both external (i.e. students, community, other institutions) and internal (i.e. employees, staff). It synchronizes the values we project outward with the processes and programs we demonstrate inward. With this holistic approach, we can establish, adopt, and manage high-quality customer service.
Explore
| Resource | Description | Modality | What to Expect |
|---|---|---|---|
| How Great Leaders Inspire Action by Simon Sinek | Simon Sinek has a simple but powerful model for inspirational leadership -- starting with a golden circle and the question: "Why?" | Ted Talk |    |
| How to build (and rebuild) trust by Frances Frei | Frances Frei, a professor of technology and management operations at Harvard Business School, gives an insightful talk into trust. She talks about the three main components that create a trusting environment – authenticity, logic, and empathy. | Ted Talk | |
| Applied Happiness by Jenn Lim | Jenn Lim is the joint CEO of Zappos and Chief Happiness Officer of Delivering Happiness! The ethos of the brand is based on customer service and company culture, inspiring happiness in work, community, and everyday life. | Ted Talk | |
| Why we need to treat our employees as thoughtfully as our customers by Diana Dosik | Diana Dosik shares her experiences turning the tables of customer research and experience onto employees to create smarter and better companies. | Ted Talk | |
| Service Isn't Same As Hospitality by Anna Dolce | Anna Dolce discusses the difference between genuine hospitality and service-by-default. Learn about the expectations of everyday service, and the importance of instead providing memorable hospitality. | Ted Talk | |
Build Skils
| Resource | Description | Modality | Icons |
|---|---|---|---|
| Three Key Principles of Customer Service | There are three key principles you can call upon when designing and delivering quality service: Lean In, Become a Strategic Advisor, and Make it Easy. This interactive two-hour workshop explores these principles in greater depth, especially when set against the different customer personae you serve and the quality standards of your organization. | Course |  |
| Managing Quality Service | In this interactive workshop you will assess the systems and processes that define the service architecture (designing, delivering, and recovering) of your organization. After completing this workshop, supervisors should be able to explain the customer service experience curve and define quality standards and quality service. | Course | |
| Enhancing Quality Customer Service Skills |
This workshop will help you enhance your skills serving others. We all have customers, and working successfully with them is a vital part of our jobs. You will refresh your enthusiasm, meet other service providers, and pick up some practical tips to make your role easier and your service even better. |
Course | |
Beyond
| Resource | Description | Modality | Icons |
|---|---|---|---|
| Disney’s Approach to Quality Service - 1 Day Program |
This course offers 8 hours of official Disney Institute training with 2 facilitators. Registration begins around 7:30 AM. Course duration is approximately 8:00 AM to 5:00 PM. Course times will be confirmed once you are registered. Unless otherwise noted, all Disney Institute courses are delivered in English.
Fee: $1750 |
Program |  |
| Disney’s Approach to Quality Service - Multi-Day Course |
This course offers 3.5 days of official Disney Institute training with 2 facilitators—starting around 2:00 PM on the first day and ending at approximately 5:00 PM on the final day. Course times will be confirmed once you are registered. Unless otherwise noted, all Disney Institute courses are delivered in English.
Fee: $4464 |
Program |  |
Key
| Icon | Description |
| Fee - there is a required fee for this resource | |
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Hourglass - this resource can be completed in under two hours |
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Calendar - this resource requires a time commitment of two days or more |
| In-person - this resource requires face-to-face interaction in an in-person setting | |
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Beginner - this resource works well for new learners |
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Intermediate - this resource is most helpful for learners with a brief understanding of the topic |
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Advanced - this resource is helpful for learners with a thorough understanding of the topic |
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Online - this resource is offered in a virtual setting |