Leading Performance

Culture of Service
Creating a Culture of Service

A culture of service is relevant to many people in the university, even those who may not be in traditional ‘customer facing’ roles. Developing a service-oriented culture requires clarity of messaging and operating through a lens of impact to the customer.

In this course, leadership consultants Lisa Earle McLeod and Elizabeth McLeod help leaders communicate their customer-focused purpose and outline processes and policies that support these values. They share how exceptional leaders help their teams shine, and how making some small—but meaningful—changes to how you talk about budgets, mistakes, and even employee separation can make a big difference in the engagement and performance of your team.

Time: 49 minutes
Mode: Online
Audience: All employees

Customer Service Leadership
Customer Service Leadership

Customer service leadership is an exciting responsibility—and it's never been more important. Fast-evolving customer expectations, emerging service channels, and the multifaceted nature of delivering service are just a few of the challenges customer service teams face.

Learn to lead with intention, and set a direction that is right for your customers, employees, and the university. This practical course covers how to align customer service with university goals, identify and meet customer expectations, cultivate an engaged team, and get the support and resources you need. Whether your approach involves in-person services, contact centres, social media, self-service, or any combination, this course is designed to get you up to speed fast on the factors essential for success.
Time: 72 minutes
Mode: Online
Audience: All leaders