Awareness Training

As part of our ongoing commitment to providing excellence in customer service, all work study students are required to complete a short training course in customer service.  To enable students to complete the course without disrupting their academic schedule, the course is accessible through this website.  After reviewing the course materials, all work study students are required to successfully complete a short test to confirm their understanding of the concepts presented.

The course focuses on three areas:

• Customer Service - why it is important and what constitutes good customer service
• Communication Skills - how to communicate effectively with visitors and callers
• Telephone Skills and Etiquette - how to utlilize the features of the phones (hold and transfer) as well as how to take messages and handle callers

Follow these steps to complete the course:

1. You must complete the course during your scheduled work study hours at your site.
2. The course must be completed no later than the last day of September (fall semester), or the last day of March (spring semester).  If you cannot complete the course by that date, you must contact the Office of Lifelong Learning, 202 Eberly, x5840.
3. Review the presentation (see link below).
4. Complete the test (see link below).  Your answers must be submitted to the Office of Lifelong Learning, 202 Eberly, no later than November (fall semester), or April (spring semester).  The answers must be submitted on a Scantron form; you may obtain a form from either your work study site or the Office of Lifelong Learning.
5. Successful completion of the test (80% or more correct) is required of all work study students.  If you do not successfully complete the test, you may be required to attend an instructor-led course to ensure understanding of the concepts presented.

Any questions should be directed to the Office of Lifelong Learning, 202 Eberly, x5840.

• To open the Awareness Training Presentation click on the link, which will take you to a new window.  When prompted, to download the file, click "Open" and, when loaded, allow the Java executable to take you through the training process.  Along with viewing the file, audio from the Director of Training will take you through the training.
• To open the Awareness Training Test click on the link and the Adobe Acrobat Reader file will open.  Read page 1 of the file and you may begin the test.  Place the answers to the 20 questions on a SCANTRON form and return to The Office of Lifelong Learning.

  For More Information
  Office Phone Number:
  724.938.5840
  Office Fax:
  724.938.5963

Java, from Sun Microsystems, is required to view the Awareness Training Presentation. By clicking on the following link, you will be moved to another web site where you can download Java for free.  www.java.com/en/download/index.jsp

Adobe Acrobat Reader is required to view the Awareness Training Test. Click on the image below for a free download.