HR004: Foundations of Service Excellence for HR Professionals Course Details
| Technical Area(s) |
Staffing Human Resource Development |
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| Staffing Competencies |
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| HR General Competencies |
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| Proficiency Level(s) | Level 2 - Basic |
| Target Audience | Early career HR Specialists (3 years or less of federal HR experience) Further, this course is general in nature but examples and activities are tailored in this version for those in the Staffing specialty area (or with Staffing job duties). |
| Prerequisites | None It is recommended that the HR002: Introduction to HR Management web-based training course be completed first. |
| Seat Time/Course Length | The advertised seat time for this course, including time for the online Baseline Knowledge Assessment and Post Course Knowledge Assessment should be 1 ½ days. Please note that the Baseline Knowledge Assessment must be completed prior to the first day of class. |
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HR004 Foundations of Service Excellence for HR Professionals – Staffing |
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Objective Type |
Objectives |
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Lesson 1: Introduction to Service Excellence |
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Terminal |
Adopt a service excellence mindset. |
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Enabling |
Recognize the importance of adopting a service excellence mindset. |
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Enabling |
Recognize the key concepts to be covered in this course. |
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Enabling |
Identify key service excellence behaviors. |
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Enabling |
Assess the current quality of your service excellence. |
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Lesson 2: Who Are My Customers |
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Terminal |
Determine the unique needs of various customers throughout the hiring process. |
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Enabling |
Define the Staffing Specialist’s customers. |
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Enabling |
Identify key stakeholder touchpoints during the federal hiring process. |
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Enabling |
Apply stakeholder mapping to identify the unique needs of each stakeholder. |
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Enabling |
Analyze stakeholder needs throughout the federal hiring process. |
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Lesson 3: Building Trust for Service Excellence |
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Terminal |
Apply trust-building behaviors to achieve service excellence. |
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Enabling |
Describe tools, tips, and techniques for providing quality customer service to both internal and external customers through trust building. |
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Enabling |
Identify how building trust contributes to service excellence. |
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Enabling |
Determine how to improve your ability to build trust with others throughout the federal hiring process. |
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Lesson 4: Communication Skills for Service Excellence |
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Terminal |
Apply communication skills to achieve service excellence. |
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Enabling |
Describe tools, tips, and techniques for providing quality customer service to both internal and external customers through effective communication. |
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Enabling |
Explain techniques for consulting with Hiring Managers and applicants while working through the hiring process. |
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Enabling |
Apply communication tools, tips, and techniques for providing service excellence to both internal and external customers in various hiring scenarios. |
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Lesson 5: Problem Solving for Service Excellence |
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Terminal |
Apply problem-solving skills to achieve service excellence. |
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Enabling |
Describe tools, tips, and techniques for providing quality customer service to both internal and external customers through problem solving. |
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Enabling |
Explain techniques for consulting with Hiring Managers and applicants while working through the hiring process. |
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Enabling |
Apply problem-solving tools, tips, and techniques for providing service excellence to both internal and external customers in various hiring scenarios. |
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Lesson 6: Capstone Activity |
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Terminal |
Integrate trust-building behaviors, communication skills, and problem-solving to achieve service excellence. |
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Enabling |
Apply tools, tips, and techniques for providing service excellence to both internal and external customers in various hiring scenarios. |
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Enabling |
Identify how trust behaviors, communication skills, and problem solving can lead to service excellence. |
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Lesson 7: Wrap-Up |
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Terminal |
Summarize key points from this course. |
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Enabling |
Identify how service excellence leads to hiring excellence. |
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Enabling |
Plan how to continue your learning. |