Service Excellence Education

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Applications for Tier 2: Focus + Deepen of the new U of A Service Excellence Education Program are now available. Enrol today!

Service excellence is a shared commitment to continuous improvement. It is about the way we serve colleagues, students and external stakeholders, and it means consistently meeting and exceeding the needs of our diverse community. The newly designed Service Excellence Education (SEE) program grounds the service education within the U of A context to meet the diverse and evolving needs of staff and faculty.

Service Excellence Education Program

At the heart of this program are our commitments to the Service Culture and the seven service principles that will help us meet this goal. The consistent practices of service excellence form the foundation for the robust vision of service culture expected by the visionary document University of Alberta for Tomorrow. This cultural shift is in progress and will take time to be fully achieved. The Service Excellence Education Program is designed to support this journey.

We recognize that achieving an integrated service culture requires two spheres of development. First we need to understand the seven principles of service and develop a common language about what service excellence really means. Second, as individuals and teams, we need to reflect on the level of competency we are bringing to our service interactions with clients. Recognizing that client interactions and the exchange of information in each interaction is foundational to achieving a culture of service excellence. Understanding these interactions develops self-awareness and identifies areas for growth that will help us learn how to do our jobs better than we thought possible.

The newly designed Service Excellence Education is a multi-tiered program for all staff and faculty that supports the employees' journey in service excellence. It helps individuals, teams and people leaders build knowledge, skills and behaviours required to achieve our service culture goals. The Service Excellence Education Program works in conjunction with the U of A Service Excellence Competencies and Self-Assessment Tool.

Tier 1: Foundations

Focus: Knowledge

Recognize core knowledge needed to provide a high standard of service in your role.

Complete the service excellence self-assessment.

Tier 2: Focus + Deepen

Focus: Skills

Develop existing expertise by applying and practicing user-centered techniques. 

Deepen your insights and abilities to connect with the user of your service. 

Complete and share a learning opportunity project that is specific to your work role. 

Tier 3: Supervising for Service Excellence

Focus: Behaviours

Develop mentorship knowledge and skills.

Apply practical tools to integrate service excellence competencies into the performance development process.

Service Excellence Competency + Self Assessment

Focus: Self-assessment

Reflect on your capacity to demonstrate key behaviours across the six service competencies.

Identify areas for growth and set an action plan.