Overview of the SSC Learning Lab

What is the SSC Learning Lab?

The SSC Learning Lab is your hub for learning, growth, and innovation!
Click here to learn how the SSC Learning Lab can help you realize your potential! (5 min. video)

Customer Service: Best Practices

Below is a list of learning modules for you to complete. Each title is linked to a specific module.

Introduction - Elevating Customer Service Through Communication

Baseline SSC customer service expectations and what this looks like. Then apply concepts/techniques like managing customer expectations, personalizing interactions, and active listening (approx. 15 min.)

Being able to define excellent customer service based on the SSC definition.
Gain new tools to apply to everyday customer interactions.

Intermediate - Proactive Service: Balancing Empathy, Action, and Analytics

COMING SOON: Here we dive into more complex customer service skills like emotional intelligence/regulation, care vs. control, proactive engagement, and how data analysis supports customer service.

Reflect on how our own emotions and knowledge affect customer interactions.
Expand our knowledge of why data is important to customer service and how it's currently collected.

Advanced - Customer Service Book Club

COMING SOON: Read "Be Our Guest: Perfecting the Art of Customer Service" with a group of SSC coworkers and talk through the debrief discussion guides.

Expand knowledge of what makes great customer service beyond the walls of the SSC.
Engage with SSC staff outside of your core team.

Contact Us

If you have any questions or need more information about this course, please contact Learning & Communications at ssc.communications@umich.edu.