OSU Pride Works

Quality Service Initiative (QSI)

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A Customer Service Certificate Program

 

This customer service program offers practical methods for providing the highest quality of service to customers. The program has five different elements to accommodate a variety of learning styles. There are online courses to complete at your own pace in addition two instructor-led courses will offer opportunities for discussion and feedback to support the benefits of excellent customer service in a hands-on and practical manner.

 

The program includes exercises based on clinical situations, student relations and internal customers. Participants will be able to translate practical methods and service skills for treating customers with respect and understanding while improving working relationships with teammates.

 

This certificate program requires five steps: 

 

1. Choose and complete 2 hours’ worth of LinkedIn Learning courses below.v C

   1. Customer Service Foundations

   2. Building Customer Loyalty

   3. Customer Service: Serving Internal Customers

   4. Innovative Customer Service Techniques

   5. Creating Positive Conversations with Challenging Customers

   6. Developing a Service Mindset

2. Attend two instructor-led courses:

   1. Quality Service Initiative Part I (two hours)

   2. Quality Service Initiative Part II (two hours)

3. Submit a written report describing five service standards that reflect the three phases of a Moment of Truth:

   1. Greeting, transaction and departure

   2. Could be an example of any of the ways an interaction takes place

   3. In person, by phone or email/electronic or combination.

4. Must attend an OSU in Tulsa staff conference within a two-year period (either the Spring or Fall Staff Conference)

5. Complete the certificate program within one year of attending Quality Service Initiative Part I.

You can view your progress at any time on your training transcript.

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Program Completion - OSU Pride Works: QSI

1. Transcript for the five online courses completed
2. Must have attended the Instructor-led sessions (2)
3. Must have a written element (submitted instructor-led sessions)
4. Record of attending conference
5. Completed within one year

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Frequently Asked Questions

• How do I enroll in classes or certificate programs?

  Use the Learning Management System (LMS) at talent.okstate.edu to enroll/register for training. Use your okey login.

• Do I have to enroll in a certificate program if I just want to attend one or two classes?

  No. You may take most classes without being enrolled in a certificate program.

• What if I need instructions to get to the LMS?

  Use the “Quickstart” reference guide to help you log in to the website. 

• Who are these classes for?

  Any staff or faculty member may enroll in professional development classes.

• How much does the training cost?

  Courses offered online or at OSU-CHS and OSU-Tulsa are offered at no cost to the employee or department. 

• Is there an incentive for this program?

  There is no incentive offered for the Quality Service Initiative Program. However, part of the completion criteria for the certificate program is to attend an OSU in Tulsa Staff Conference which does have an incentive.

• What is the completion criteria for the customer service program?
  • Choose from the list of online courses. Complete five online courses. Each course takes approximately one hour in length to complete.
  • Attend two instructor-led courses: Instructor-led Quality Service Initiative Part I (two hours) and Quality Service Initiative Part II (two hours).
  • Submit a written report describing five service standards that reflect the three phases of a Moment of Truth: Greeting, transaction and departure. This could be an example of any of the ways an interaction takes place In person, by phone or email/electronic or combination.
  • Must attend an OSU in Tulsa staff conference (either Spring or Fall Staff Conference).
  • Complete the certificate program within one year of attending Quality Service Initiative Part I. Completion criteria is displayed on your transcript in the Learning Management System.