The Customer Service Academy consists of 10 comprehensive, high-quality eight-hour workshops on key customer service skills.
Each course can be completed in one day, or two four-hour sessions.
Take all 10 courses (80 hours total) to recieve a Rancho Santiago Community College District Certificate of Achievement or pick and choose the ones most suited for you.
Customer Service
Explore
key skills and attitudes necessary to effectively meet the customer's
needs. Participants will be introduced to concepts and appropriate
techniques for dealing with internal and external customers, enhancing
customer satisfaction and insuring positive communication.
Team Building
If
we don't have it together with our internal customers, that often
translates into poor customer service for our external customers.
Working as a team can increase productivity, enhance project
management, reduce business conflicts and create superior customer
service. Learn the "styles" of your co-workers so you can work together
better.
Attitude
Having
the right attitude has a positive impact on the workplace and our
interactions with our customers. Explore how attitudes at work
positively and negatively affect customer service, the organization's
image, productivity and employee retention. The best selling training
video "FISH" will be featured.
Conflict Management
Conflict
gets in the way of good business. Explore the causes and impact
conflict can have on customer service. Learn strategies and techniques
for resolving tough issues and how to turn a difficult customer into a
loyal one.
Stress Management
Did
you know 1 million Americans call in sick every day because of stress
related reasons? This costs organizations money...especially in lowered
productivity. This course defines what stress is and how it affects
both our employees and the workplace. Causes of stress are identified
and dozens of stress management tips and techniques are delivered and
practiced.
Values and Ethics
Ethical
behavior affects what happens in the workplace. This course provides
the opportunity to evaluate ethical behavior and what's appropriate and
what's not. A 3-step checklist is introduced to help participants in
recognizing ethical behavior.
Decision Making & Problem Solving
Many of us face a constant barrage of workspace decisions and
problems to be solved. Regardless of our job responsibilities in the
company, we are responsible for smart choices. Learn decision-making
styles, processes and techniques and when they should be applied. Learn
how to be a creative problem solver.
Communication
Communication is a key to customer service success. To best
serve both our internal and external customers, we must understand what
they want, when they want it, why they want it and what their
expectations are. How can we figure all of this out if we aren't good
listeners and communicators? This course covers verbal and nonverbal
communication as well as superior listening skills. Participants will
have the opportunity to practice techniques.
Time Management
The workplace demands efficiency and productivity. The way we
manage our time has an impact on our ability to get things done.
Explore time management techniques at work that will help you stay in
balance and be more effective in the workplace.
Managing Change
We face constant change in the workplace. Explore our natural
tendencies and the tendencies of our customers to resist change. Learn
skills to adapt and accept change.