Customer service programs for work roles

• Administrative Officer
• Helpdesk Officer
• Technical/Desktop Support Officer
• Team Leader/Work Group Supervisor
• Unit Manager

Administrative Officer

For many staff in administrative positions across the university in faculty offices, departments, student service areas, the library and central administration, the following list of courses supports a strong service orientation:

• Managing your work, yourself and your time
• Quality service for frontline staff
• Assertiveness in the workplace
• Customer service across cultures
• Handling difficult interactions
• Internal consulting skills
• Working with Asian names
• Relevant IT skills training
• Working in teams
• Communicating effectively at work
• Counselling skills

Helpdesk Officer

Staff whose primary role involves providing information and advice to clients by telephone and face to face, on IT helpdesks, at library loans counters or at inquiry counters in faculty offices and departments will find many of the courses previously listed for administrative officers useful. However, in addition, the following have particular relevance to the continual improvement of service provision:

• Quality service for frontline staff
• Communicating effectively at work
• Managing your work, yourself and your time
• Counselling skills
• Customer service across cultures
• Working with Asian names
• Relevant IT skills training
• Internal consulting skills
• Assertiveness in the workplace
• Handling difficult interactions

Technical/Desktop Support Officer

Staff in an IT service role who provide technical support across the university or to staff within their own faculty or department have ongoing and specific IT/technical training needs which they address in a variety of ways, including through involvement and specific IT/technical training needs which they address in a variety of ways, including through involvement in professional networks like the Technical Working Party. Apart from technical training, the following options will assist staff to meet client needs:

• Communicating effectively at work
• Counselling skills
• Internal consulting skills
• Managing your work, yourself and your time
• Quality service for frontline staff
• Handling difficult interactions
• Relevant IT skills training

Team Leader/Work Group Supervisor

Staff new or experienced in leading a work team, supervising the work of others and coordinating activities, (in an IT/technical area, the library, a faculty or department, facilities and services, general administration, or student services), have additional development needs relevant to their increased responsibilities in service leadership. Options include:

• Leadership and management development (level 1)
• Inducting staff
• Service leadership
• Working in teams
• Project management
• Relevant IT skills training
• Internal consulting skills
• Performance Management Scheme for general staff
• Quality service at Monash: Creating a service focus
• Mapping Monash: Understanding and improving our processes

Unit Manager

For staff responsible for one or several functions, with significant resource and staff management accountabilities, the following courses may provide relevant development, depending on the individual's level of prior experience, training and development already undertaken, and the requirements of the position:

• Performance Management Scheme
• Service leadership
• Inducting staff
• Working in teams
• Project management
• Quality service at Monash: Creating a service focus
• Mapping Monash: Understanding and improving our processes