Merced College Workplace Learning Resource Center (209) 383-0360 for more info     HOME                  ACADEMY                  CONTACT
 
 

10 eight-hour courses:

Customer Service
Team Building
Attitude
Conflict Management
Stress Management
Values and Ethics
Decision Making & Problem Solving
Communication
Time Management
Managing Change

Download CS Academy Schedules:

Greater Merced Chamber of Commerce Schedule 2008 (pdf) - Download

Atwater Chamber of Commerce Schedule 2008 (pdf) - Download

LosBanos Chamber of Commerce Schedule 2008 (pdf) - Download

  Certificate of Achievement  

Take all 10 courses and earn a Merced College Certificate of Achievement or pick & choose the ones most suited for you.

  College Credit  

Each course earns 1/2 unit of college credit & is just $10.00

  Course Length  

Most courses are taught over two 4-hour sessions

  Locations  

Courses taught on campus, at local Chambers of Commerce, or in your business or office!

THIS PROGRAM IS THE STATEWIDE MODEL FOR SOFT-SKILL TRAINING
IN THE STATE OF CALIFORNIA


COURSES

ALUMNI

Cutting edge training designed to equip you with the skills you need to effectively work with customers and co-workers.

Merced College
Workplace Learning Resource Center
(209) 386-6736
for more info


 
Named ECONOMIC DEVELOPMENT BEST PRACTICE
from the Association of Community College Trustees
 

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 $10.00 and earns 1/2 unit of college credit. Participants may register the first day of class.

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.

 

 


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!
 

 




© 2008 All Rights Reserved. Website created & maintained by H.I.S. In Association with MyMerced.com                                                                                                                                          Admin