Client Overview
Toronto Metropolitan University, located in the heart of Canada’s largest city, boasts an innovative and inclusive urban campus that fosters creativity and community engagement. Its mission is to address societal needs and connect with communities locally and globally. The Computing and Communications Services (CCS) provides vital IT services to the TMU community, maintaining data and voice networks, hosting applications, and developing solutions to support users. CCS collaborates with students, faculty, and staff to enhance the accessibility, security, and affordability of IT services in response to the university’s diverse and dynamic environment.
Challenge
CCS approached us to address their team’s diverse customer service training requirements. While some team members exhibited advanced customer service skills, others would benefit from revisiting foundational concepts. CCS sought a program that balanced advanced customer service techniques with essential skills, ensuring all team members could elevate their performance. Specific areas of focus included call etiquette, effectively managing client expectations—such as communicating service limitations while maintaining a supportive tone—and strategies to help staff advocate for their time during client interactions. The goal was to deliver an engaging and motivating workshop that would provide value to experienced team members while supporting skill development across the board.
SkillsCamp Solution
SkillsCamp designed and delivered a custom two-part “Soft Skills for Customer Service” program tailored specifically for TMU. The first session focused on foundational skills, providing essential training in self-management, quick rapport-building, and an empathy-based approach that addresses both the rational and emotional needs of customers.
The second session addressed preventative measures for customer conflict, the use of positive and affirming phrasing, rules for effective email communication, and the HEARD model for responding to upset customers. This part also included role plays and demonstrations using real-life scenarios to reinforce learning and ensure the practical application of the skills acquired.
Testimonials
Which parts of the workshop most stood out for you?
Honestly, all of it. I’m familiar with the concepts however, I’ve never seen it presented in this manner before. It captured a lot of key components.
– CCS Participant
