HR Stars, Help Desk Staff Participate in Incident Management, Service Training

More than 100 HR Stars and Help Desk staff members recently attended in-depth incident management and customer service training sessions to help prepare for The Upgrade. The training sessions were organized by the Office of Human Resources and the Office of Budget and Finance and were led by Polly Ligon O’Grady of Ready Ink Communications, a training and communications consulting firm.

Susan Diekman (Communications Director, OHR) presents to a room full of attendees.

During The Upgrade Incident Management System and You training, participants reviewed possible questions and participated in a simulation to learn how to analyze and escalate issues that arise. As part of the Managing Issues and Calming Concerns training, those attending reviewed best practices for customer service and communicating in stressful situations. The session included several opportunities for role-playing to practice principles learned.

Participants listen to expert presentations and participate in customer service role-playing.

Feedback from the participants was that the sessions were extremely helpful in their preparations for The Upgrade, as well as for their roles in supporting colleagues across the University.

As part of the training, participants received comprehensive binders with Upgrade information that they can use as a reference, or to share with colleagues. The binders included frequently asked questions and answers, a summary of online training courses available by role, key messages about each HRMS PeopleSoft module, and other information.