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E&SS Onboarding Training Welcome
Transcript of E&SS Onboarding Training Welcome
Speak well of your organization
Always speak truthfully and respectfully
Do what you say you will do
Don’t promise more than you are authorized to deliver.
We are glad you are here!
Thank You For Choosing CWI!
Opportunity to serve students
Fall 2013 enrollment nearly 10,000 credit students.
Working with talented and committed peers.
Learning from some of the best in the business.
What makes working for CWI so amazing?
Keep all areas of your workspace clean and neat.
Adhere to CWI Dress Code.
Likes face to face meetings
Likes to argue, needs to win
Always puts it in writing
Uses style best suited to goals
Wants results and relationships
Puts relationships first
Warm and fuzzy approach
Avoids conflict at all costs
Picks safest communication
Establish a Relationship
Establish a Relationship
Use the customer’s name and encourage them to use yours.
Be ready to listen to their concerns
Pay attention to your body language
Always use the Two Second Rule
Customers want to feel that somebody cares about them and their concerns.
What you say is important,
but how you say it is more important!!
Basic Customer Service
Greet your customers
Make It Difficult
To Be Difficult
Attitude of Gratitude
In Your Face
Bad Habits of
Cell phone use is NOT allowed
Being late/excessive call in
Not taking responsibility for your actions or lack of action
The Art of Talking to Children
Be stern, yet caring
Get on their level
Listen to what they have to say
100% Safety and Fun
Our participants are our most important asset and their safety is our greatest responsibility
All staff should be actively engaged in activities
Compliment staff members
Compliment/Encourage the kids
Report Writing 101
Assess the situation if it’s a dispute
Get a statement from each individual involved
Make sure you fill out the appropriate form for the situation
Follow-up in cases of injury/illness
Exceptional service moments don’t come from rule books or policy manuals. They come from PEOPLE who care…
Take a break from the situation
Ask for help
We are all here to help each other
Customer Service has to be the number ONE priority throughout the department
“There are no bad children, only children with bad examples.”
What if you started every day like this?
You can do anything!
What type of worker are you?
CWI is a public, open access, and comprehensive community college committed to providing affordable access to quality teaching and learning opportunities.
Enrollment & Student Services On Boarding Training
There is nothing more uncommon than common sense.