About TU


Training and Development Unit

Competency Focus: Customer Service

To excel in this competency at Towson University, our staff should treat customers courteously; respond to customer requests in a timely manner; take responsibility to resolve customer complaints; proactively identify customer needs; elicit feedback from customers to monitor their satisfaction; create strategies to help the University serve customers more effectively; consider both short- and long-term interests of the customer in making service decisions.

EL The Fundamentals of Exceptional Customer Service [cust_05_a02_bs_enus] EL

Excellence in Internal Customer Service



Sustaining Excellent Customer Service

[ CUST0126]

Simulations (choose one of the following)

Providing Customer Service Simulation

(External Customers)



Internal Customer Service: Conflicts and Complaints

(Internal Customers)


*EL = eLearning via the Internet through Towson's eLearning Center (TEC).  To get additional information or to access TEC, click on the link on the left side of the page.


We also offer an Instructor-led workshop offered annually:

Customer Service in Higher Education

Excellent customer service is the core of every business and every business transaction. No doubt we've all experienced excellent customer service and most likely a fair share of not-so-excellent customer service as well. We all know what it looks like when we see it. Join us for a highly interactive session to discover ways to turn your customer service skills up a notch. Attend this workshop to gain essential skills to help you identify your customers, identify common customer expectations, determine underlying expectations of internal customers, recognize levels of service, identify behaviors that constitute excellent service, recognize various modes of communication and when to use each, practice using good customer service techniques, and develop a personal action plan to improve customer service back on the job.





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