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Customer
Service Academy
Complete all ten modules and receive a certificate
from Merced College in addition to 5 units of credit!
Each course is just $13.00 and earns 1/2 unit of college credit.
Participants may register the first day of class.
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.
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.
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
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.
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.
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.
The Local Business Community Has Embraced
It
Below is a list of Businesses and Organizations
who have hired the Merced College Customer Service Academy
to provide training on-site for their employees
•
Quebecor World
• County Bank
• Mercy Medical Center - Merced
• Merced Honda |
• Sensient Dehydrated Flavors
• Foster Farms
• Merced Mall
• Merced County |
• UC Merced
• City of Merced
• City of Los Banos
• Dole Fruit |
•
Kirby Manufacturing
• Leap, Carpenter, Kemps Insurance
...and many others! |
Merced
College Workplace Learning Resource Center presents:
Generational Diversity
Working With Cross-Generational Teams
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Generational
Diversity
Working
With Cross-Generational Teams
This is the first time in America’s history that
we have four generations working side by side in the
workplace. What an amazing experience for everyone in
today’s workforce….or is it? Cross-generational
teams face many challenges. This can affect time management,
conflict management, and overall productivity. How do
managers and staff foster a good working relationship
between generations? One size does not fit all when
working across generations.
Learning Objectives
By the end of this workshop, participants will
be able to:
• Define each of the four generations and their
workplace characteristics
• Identify each generation's value system and
how this affects their behavior in the workplace
• Recognize what motivates each generation and
how they define success
• Understand sources of generational conflict
and how to minimize it
• Appreciate and gain respect for what is important
to each generation
Schedule:
November 5 & 12, 2009
8:30 a.m. to 12:30 p.m. (Morning class)
1:00 p.m. to 5:00 p.m. (Afternoon Class)
(Paticipants must attend both dates)
Merced College Business Resource Center
630 West 19th Street (Downtown Merced)
Cost:
This is a college credit class. Tuition for the ½
unit class is just $13! Merced College registration
is required and will be taken the first day of class.
For more information or to sign up for the class, please
call Merced College Workplace Learning Resource at (209)
386-6735. |
Congratulations
to the 2008 Customer Service Academy Graduates!
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