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CUSTOMER
SERVICE ACADEMY (CSA)
Communication
in the Workplace
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. |
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
in the Workplace
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. |
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. |
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. |
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. |
Conflict
Resolution
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. |
Decision
Making and Problem Solving
Many of us face a constant barrage of workplace 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. |
Managing
Organizational 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. |
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Click
here for more information
or call
(209) 386-6733
Merced
College
Greater Merced Chamber of Commerce
Customer Service Academy
2011 Schedule
CLICK
HERE |
