Service Excellence Training Program (SETP)

 Happy cheerful young indian business woman enjoy chatting laughing with friendly female colleague at workplace, smiling hindu worker having fun talking working together with mate at break in officeThe Service Excellence Training Program (SETP) is designed to equip you with the skills, knowledge and mindset to support the culture of service at the heart of the University of Alberta’s operating model. 

Intended for staff, supervisors and managers across all administrative and academic services, the program will equip you to:

  • understand the language and expectations of our service culture
  • grow your strengths by identifying and enhancing core competencies
  • leverage collaboration to improve the processes you use everyday
  • apply service excellence principles to deliver the highest standard of service

WHAT TO EXPECT 

SETP combines self-paced online learning with live, virtual application sessions. Complete the module videos at your own pace, then attend a live session to apply your learning, engage in conversations with other university staff, and ask questions. 

Review the Service Excellence Training Program Frequently Asked Questions for more information about the program.

Introductory Module

Upon completion of the introductory module, participants will be able to: 

  • Outline the service culture needed within the new operating model (UAT)
  • Recall the University of Alberta’s mission, vision, and values

Self-paced, online learning (45 - 60 min) 

  • Leading with Purpose
    • UofA History
    • Vision, Mission, Values
  • Our New Structure
  • Service Excellence Principles
Module 1

Upon completion of Module 1, participants will be able to: 

  • Summarize essential elements of service excellence 
  • Identify competencies necessary for delivering excellent service 
  • Outline the importance of providing service excellence at the University of Alberta

Self-paced, online learning (1.5 hours total) 

  • Defining service
    • Foundational service elements in a post-secondary setting 
    • Five key service steps for use in the university context
  • Creating a Culture of Service Excellence 
    • Importance of a consistent service brand and how every employee impacts the user experience 
  • University of Alberta Service Excellence Competencies 
    • Service competencies that are critical for specific roles
    • Self-assessment tools for service competencies 

Interactive, virtual session (2 hours) 

Active engagement to reflect, practice and apply critical lessons from Module 1.

Module 2

Upon completion of Module 2, participants will be able to: 

  • Develop and deliver messages that enhance service excellence 
  • Illustrate how to meet the varying needs of diverse clients 
  • Provide opportunities for self and team care 

Self-paced, online learning (1 hour total) 

  • Service Efficiency 
    • Maintaining efficient service without sacrificing quality and client engagement
  • Service Consistency
    • Pros and cons of using scripting and developing scripts
  • Managing Stress 
    • Strategies to manage team stress through the demands of providing a culture of service excellence 

Interactive, virtual session (2 hours) 

Active engagement to reflect, practice and apply critical lessons from Module 2.

Module 3

Upon completion of Module 3, participants will be able to: 

  • Effectively communicate with clients
  • Recall necessary strategies for managing challenging customers
  • Differentiate between managing difficult situations and customers individually or when escalation is needed 

Self-paced, online learning (1.5 hours total) 

  • Active Listening and the Conversation Cycle
    • Four phases of the conversation cycle, navigating unclear requests, and avoiding jargon 
  • Challenging Conversations
    • Saying “no” and delivering bad news by managing emotions and moderating expectations 
  • De-escalating Difficult Clients 
    • Difficult “types” of clients and managing potentially volatile situations 
    • Best practices for ensuring safety and escalating situations to gain support 
  • Decision-Making and the Escalation Strategy 
    • Identifying when to use escalation strategy 

Interactive, virtual session (2 hours) 

Active engagement through practice and role-playing that applies Module 3 concepts.

Resources for Supervisors

Supervisors play a critical role in the training and development of their team members. Being involved in your staff’s training shows that you value their development and support their growth.

The SETP eClass page has a Supervisor Resource Guide for each module. Use these to engage in conversation with your staff member about the concepts covered within the program. The SETP eClass page also includes the Learning Reinforcement Tip Sheet, which offers you strategies to help your staff member build personal capacity around service excellence principles and integrate these practices into their work.

HOW to register

Each module consists of self-paced, online courses and interactive, virtual sessions. Virtual sessions are divided into cohorts.

Please register for a cohort using the links below. You will be directed to LearnCentre and can register for the Module 1 session by clicking on “enrol” at the top right corner of the page. If you are unable to access the following direct links, please create an account with LearnCentre

Once you have registered yourself in Module 1, you will automatically be registered in your cohorts’ live application sessions for Modules 2 and 3. Switching between cohorts for the live application sessions is not possible, so be sure to confirm that you can attend all three sessions. The videos for each module must be completed before attending the corresponding live application session, so please also ensure you have sufficient time to view them between each session when selecting dates.

If you are unable to attend a session with your cohort, you can attend a make-up session instead (see below).

Cohort 1

Module 1: Tuesday, May 31, 10:00 am - 12:00 pm
Module 2: Tuesday, June 21, 10:00 am - 12:00 pm
Module 3: Tuesday, July 12, 10:00 am - 12:00 pm

Register for Cohort 1
Cohort 2

Module 1: Wednesday, June 1, 10:00 am - 12:00 pm
Module 2: Wednesday, June 22, 10:00 am - 12:00 pm
Module 3: Wednesday, July 13, 10:00 am - 12:00 pm

Register for Cohort 2
Cohort 3

Module 1: Tuesday, June 7, 2:00 pm - 4:00 pm
Module 2: Tuesday, June 28, 2:00 pm - 4:00 pm
Module 3: Tuesday, July 19, 2:00 pm - 4:00 pm

Register for Cohort 3
Cohort 4

Module 1: Wednesday, June 8,  2:00 pm - 4:00 pm
Module 2: Wednesday, June 29,  2:00 pm - 4:00 pm
Module 3: Wednesday, July 20,  2:00 pm - 4:00 pm

Register for Cohort 4
Cohort 5

Module 1: Tuesday, June 14, 2:00 pm - 4:00 pm
Module 2: Tuesday, July 5, 2:00 pm - 4:00 pm
Module 3: Tuesday, July 26, 2:00 pm - 4:00 pm

Register for Cohort 5
Cohort 6

Module 1: Thursday, June 16, 2:00 pm - 4:00 pm
Module 2: Thursday, July 7, 2:00 pm - 4:00 pm
Module 3: Thursday, July 28, 2:00 pm - 4:00 pm

Register for Cohort 6
Cohort 7

Module 1: Thursday, June 2, 10:00 am - 12:00 pm
Module 2: Thursday, June 23, 10:00 am - 12:00 pm
Module 3: Thursday, July 14, 10:00 am - 12:00 pm

Register for Cohort 7
Cohort 8

Module 1: Thursday, June 9, 2:00 pm - 4:00 pm
Module 2: Thursday, June 30, 2:00 pm - 4:00 pm
Module 3: Thursday, July 21, 2:00 pm - 4:00 pm

Register for Cohort 8
Cohort 9

Module 1: Thursday, June 15, 10:00 am - 12:00 pm
Module 2: Thursday, July 6, 10:00 am - 12:00 pm
Module 3: Thursday, July 27, 10:00 am - 12:00 pm

Register for Cohort 9

If a session is full, please add yourself to the waitlist for that session and you will be notified if additional spaces open. More sessions may be added depending on demand. 

Supervisor notification of your participation

In order to support and reinforce your learning, your direct supervisor will be notified of your registration and will be encouraged to discuss the program and application of service competencies with you.

TEam registration

If you are interested in registering your team in a private cohort, please email us at org.learning@ualberta to inquire. A minimum of 25 team members are required.

register for a MAKE-UP SESSION

Make-up sessions are available to participants who have either 

  1. Partially completed the program during a previous offering but missed a Live Application Session, or 
  2. Are currently registered in a cohort but are unable to attend a scheduled session with the rest of their cohort. 

If you are a new participant in the SETP, please register for a cohort using the links above. 

In order to register for a make-up session, please use the links below. You will be directed to LearnCentre and can register for the session by clicking on “enrol” at the top right corner of the page.

Module 1 Make-up Session

Friday, June 17, 10:00 am - 12:00 pm

Register for Module 1 Make-up Session
Module 2 Make-up Session

Friday, July 8, 10:00 am - 12:00 pm

Register for Module 2 Make-up Session
Module 3 Make-up Session

Friday, July 29, 10:00 am - 12:00 pm

Register for Module 3 Make-up Session