Customer Service Academy

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.

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 ensuring positive communication.

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 better together.

The Essential Elements and Their Connection to Employee Engagement

Gain an understanding in the foundations of well-being in the workplace and will explore the relationship between employee well-being and how it ties in with employee engagement,
productivity, customer service and team work. The practice of gratitude will be explored along with the science behind how it impacts your well-being.

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.

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.

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 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.

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. Learn how our attitudes impact our well-being and learn strategies on how to adjust your attitude.

This course investigates the attitudes and behaviors formed around unconscious bias. Unconscious bias affects human understanding and decisions in an implicit manner. Participants will study various forms of bias including gender, racial, and occupational bias. They will look at the influence of diversity, culture and the significance of in group, out group, privilege and equity. Emphasis is placed on creating connection in organizations and communities through research and diverse conversations.