Oklahoma State University - Tulsa
Oklahoma State University - Tulsa

OSU Pride Works: Quality Service Initiative (QSI)

A Customer Service Certificate Program

This customer service program offers practical methods for providing the highest quality of service to customers. The program has five different elements to accommodate a variety of learning styles. There are online courses to complete at your own pace in addition two instructor-led courses will offer opportunities for discussion and feedback to support the benefits of excellent customer service in a hands-on and practical manner.

The program includes exercises based on clinical situations, student relations and internal customers. Participants will be able to translate practical methods and service skills for treating customers with respect and understanding while improving working relationships with teammates.

Start by enrolling in the OSU Pride Works: Quality Service Initiative curriculum in the Learning Management System.

Read Frequently Asked Questions about the OSU Pride Works: Quality Service Initiative (QSI) program.

This certificate program requires five steps: 

  1. Choose and complete five courses from the list of online courses below. Each course takes approximately one hour in length to complete:
    • Identifying and Managing Customer Expectations (cust_10_a01_bs_enus)
    • Customer Service over the Phone (cust_09_a03_bs_enus)
    • Internal Customer Service (cust_09_a04_bs_enus)
    • Customer-focused Interaction (cust_10_a03_bs_enus)
    • Developing Your Customer Focus (_pc_ch_pach009)
    • Customer Service Confrontation and Conflict (cust_09_a05_bs_enus)
    • Dealing with Irrational Customers and Escalating Complaints (cust_08_a04_bs_enus)
  2. Attend two instructor-led courses:
    • Quality Service Initiative Part I (two hours)
    • Quality Service Initiative Part II (two hours).
  3. Submit a written report describing five service standards that reflect the three phases of a Moment of Truth:
    • Greeting, transaction and departure
    • Could be an example of any of the ways an interaction takes place
    • In person, by phone or email/electronic or combination.
  4. Must attend an OSU in Tulsa staff conference (either the Spring or Fall Staff Conference)
  5. Complete the certificate program within one year of attending Quality Service Initiative Part I.

Read Frequently Asked Questions about the OSU Pride Works: Quality Service Initiative (QSI) program.