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I Make It Happen

Get Trained!

I Make It Happen Training Modules

Module 1: Pace Service Standards

This 2-hour program introduces participants to the I Make It Happen Service Standards Initiative. Learning outcomes:

  • Define service and “customer” as it pertains to higher education and Pace University
  • Identify elements of customer service
  • Identify expectations of customers at Pace
  • Recognize steps to take when assisting with a difficult situation
  • Identify Pace Service Values and Standards

Who: All newly hired employees are required to complete Module 1. Module 1 is a pre-requisite for all other I Make It Happen training modules.


Module 2: Communication with Service

This 1-hour program identifies communication skills necessary for effective customer service.

Learning outcomes:

  • Identify the importance of building rapport through positive body language, written communication, and verbal communication
  • Recognize the importance of listening skills
  • Commit to using more appropriate and service driven expressions and phrases through group exercises and activity

Who: All newly hired employees are required to complete Module 2. Module 1 is a pre-requisite.


Module 3: Pace Service Mindset

This 1-hour department-specific program focuses on how to assist with difficult customer situations using the HEAT model. Module 3 is facilitated by each area’s respective Service Ambassador.

Learning outcomes:

  • Understand how a growth mindset can impact service values and delivery at Pace University
  • Review Pace’s Service Values through a group activity demonstrating the difference between a fixed and growth mindset
  • Assist with difficult customer situations using the Taking the HEAT model, a Pace service mindset and interactive role-play activity experience

Who: All newly hired employees are required to complete Module 3. Module 1 is a pre-requisite.


Register for Modules 1 & 2! Module 3 is facilitated by each area’s respective Service Ambassador and will be scheduled and communicated by the Service Ambassador.

Certificates are distributed by Human Resources upon completion of both Module 1 and Module 2.