MERCED, Calif. — Registration is open now for the Merced College Customer Service Academy, which is celebrating 25 years of equipping local employees with essential workplace skills.
Launched in January 2000, the Customer Service Academy (CSA) was developed to address a widespread lack of interpersonal and professional skills in the workforce. The program emphasizes “internal customer service,” focusing on the idea that strong teamwork and collaboration within an organization are essential to delivering excellent external customer service.
The CSA’s curriculum includes courses on communication, conflict resolution, stress management, unconscious bias reduction, and more. Often referred to as “soft skills,” these abilities are critical in today’s workplace, where effective interpersonal interactions can significantly impact organizational success.
A Legacy of Workforce Development
The program’s 25th anniversary coincides with the retirement of Professor Jonae Pistoresi, who developed the Customer Service Academy (CSA) and other workforce development programs during her 35 years with Merced College.
Over the past 25 years, more than 10,000 employees have participated in the program, representing a wide range of local employers, including Merced County, UC Merced, Mercy Medical Center, and Laird Manufacturing. The program also served as a training model for the California Community College system, with Pistoresi leading efforts to train educators from over 75 colleges statewide.
“It has been an incredible honor to see the Customer Service Academy grow and thrive over the past 25 years,” Pistoresi said. “Knowing that it has made such a meaningful impact on thousands of employees and businesses in our community fills me with gratitude. I have no doubt the program will continue to flourish, empowering even more individuals with the skills they need to succeed in the workplace.”
Meeting Workforce Needs
The CSA addresses pressing workforce challenges that are more relevant now than ever. A recent article in FORTUNE magazine highlighted concerns among employers about a lack of professionalism, communication, and teamwork skills in the emerging workforce.
The academy’s courses aim to fill these gaps, providing practical training at an affordable cost of just $23 per course. The program consists of 10 courses, each held over two four-hour sessions. Participants earn 0.5 units of college credit per course and can either complete all 10 courses to earn a certificate or select individual courses based on their specific needs.
Organizations beyond the region have also benefited from the program. The San Diego Zoo and the Napa Valley Wine Train are among those that implemented the curriculum through partnerships with their local community colleges. The academy has received national recognition, including an Economic Development Best Practice award from the Association of Community College Trustees.
Nate Devine, Dean of Enterprise and Academic Partnerships, said Pistoresi has left a lasting legacy at Merced College, including developing the Emerging Leaders Institute and Well-Being Institute in addition to the CSA.
“Jonae’s vision and dedication have not only elevated workforce development in our region, but also strengthened our college’s ties with local employers,” Devine said. “We are committed to equipping the local workforce with the skills needed to adapt, grow, and succeed in today’s dynamic professional landscape, and Jonae’s work has been instrumental in our ability to fulfill that mission.”
Classes Start Jan. 23
The next session of the Customer Service Academy begins with Communication in the Workplace, beginning Jan. 23. The program continues with courses such as Team Building, Conflict Resolution, and Unconscious Bias Reduction, each designed to address key workplace competencies. The final course in this session, Attitude in the Workplace, will be held in October.
The Customer Service Academy offers both in-person and online options to accommodate a variety of schedules. Face-to-face classes are held on two Thursday afternoons per month from 1-5 p.m. at the Benjamin T. Duran Business Resource Center, 630 W. 19th St., in downtown Merced. Online courses are self-paced and hosted on Merced College’s Canvas platform, with participants given two weeks to complete each session.
To register, email your completed application to [email protected], or call 209-386-6733 for more information. Custom training consultations are also available to meet the unique needs of local organizations