Program Description and Qualifications

The certificate program is intended for any employee who is seeking to enhance their service excellence skills in the workplace. The curriculum is designed to enhance how employees deliver their services to both external and internal customers of 皇家华人 State University and the community. The curriculum is based on VSU’s Service Excellence competency, as well as the USG system-wide initiative.  

Application Process

Prior to beginning the program, all participants must complete an online application. Employees at all level can enroll in the Professional Certificate in Service Excellence program.
Cohort Size: Minimum of 6 and a maximum of 25 individuals per class session

Program Structure

The program has a required 24 total hours for completion. The program can be completed at your own pace and online in the Percipio learning platform. There are two core courses required that are offered on a quarterly basis through Employee & Organizational Development.

(*Note: Only one core course is required to complete the certificate)

The certificate program is provided by the 皇家华人 State University Continuing Education Department. The program is formulated to be a one-year program, with all 24 hours to be taken within two years of your application to the program. Courses are offered so that you can complete the program within a year.

All courses are designed using Adult Learning Principles and contain the elements of presentation/lecture, group discussion, reflection, or a pass/fail test after each course. Tests will not only assess knowledge learned but skills and abilities demonstrated. The majority of the course content will be delivered online.

Core Course Requirement (only one required)

  • Service Excellence: Management Issues and Strategies (3hrs) or
  • Partners for Campus Excellence (2hrs)

Delivering Exceptional Customer Service (6 Hours from this section)

  • Discovering Customer Needs (30 minutes/ .5 hours)
  • Fostering a Service Mindset (30 minutes/ .5 hours)
  • Customer Service: Engaging with Customers (30 minutes / .5 hours)
  • Embracing a Customer-Obsessed Mentality (20 minutes) .35 hour
  • Becoming a Chat Agent Star (30 minutes/ .5 hours)
  • Providing On-site Customer Service (15 minutes/ .25 hours)
  • Customer Service: Strengthening Your Service Skills (30 minutes/ .5 hours)
  • Become a Great Listener (15 minutes/ .25 hours)
  • Experts Insights on Leadership and Coaching with Sanyin Siang (45 minutes/ .75 hours)
  • Leadercamp on-demand: Becoming Customer-Centric with Design Thinking (1 hour)
  • Building Customer Relationships in a Virtual Environment (25 minutes/ .4 hours)
  • Creating Effective Social Customer Service (30 minutes/ .5 hours)

Effective Communication and Behavior (6 Hours from this section)  

  • Adapting to Your Customers' Cues (30 minutes/ .5 hours)
  • Interpreting Customer's Service Priorities (30 minutes/ .5 hours)
  • Interacting with Customers (30 minutes/ .5 hours)
  • Communicating Effectively with Customers (15 minutes/ .25 hours)
  • Rapport Building in Customer Service (15 minutes/ .25 hours)
  • Making an Impact with Non-verbal Communication (15 minutes/ .25 hours)
  • Trust Building through Effective Communication (15 minutes/ .25 hours)
  • Leadercamp on-demand: The Power of Nonverbal Communication  (1 Hour)
  • Communicating with Confidence (30 minutes/ .5 hours)
  • Keeping Business Calls Professional (15 minutes/ .25 hours)
  • Enhancing Communication Through Listening (20 minutes/ .35 hours)
  • Effective Team Communication (25 minutes/ .4 hours)
  • Leadercamp on-demand: Why communication Falls Flat (1 hour)

Problem Solving for Success  (6 Hours from this section)

  • Dealing with Customer Service Incidents and Complaints (30 minutes/ .5 hours)
  • Generating Effective Solutions (30 minutes/ .5 hours)
  • Choosing the Right Interpersonal Communication Method to Make Your Point (15 minutes/ .25 hours)
  • Using Active Listening Workplace Situations (30 minutes/ .5 hours)
  • Leadership Insights on Critical Thinking (30 minutes/ .5 hours)
  • Leadercamp on-demand: Demystifying the Problem Solving Process  (1 Hour)
  • Expanding Your Communication Skill Set (20 minutes/ .35 hours)
  • Overcoming Barriers to Effective Listening (20 minutes/ .35 hours)
  • Problem Solving: Generating Solutions (20 minutes/ .35 hours)
  • Making the Most of an Organizational Change (25 minutes / .4 hr)
  • Managing Pressure and Stress to Optimize Your Performance (25 minutes/ .4 hours)
  • Be Productive by Working Efficiently (25 minutes/ .4 hours)
  • How to Get Out of Your Own Way and Achieve Success (25 minutes/ .4 hours)

Self-Care  (4 hours from this section)

  • Leadercamp on-demand: Mindfulness & Mindset (1 hour)
  • Achieve Productivity in Your Personal Life (15 minutes/ .25 hours)
  • Uncovering and Utilizing Your Talents and Skills (15 minutes/ .25 hours)
  • Unleashing Your Self-Confidence (30 minutes/ .5 hours)
  • Self-improvement for Lifelong Success (30 minutes/.5 hours)
  • Leadercamp on-demand: Energy Management (90 minutes/ 1.5 hours)