Series Description: The Customer Service Series consists of a number of popular a la carte workshops and book club discussions. Each session focuses on a different Customer Service topic and will emphasize practical application. In this a la carte series, participants will be able to explore, engage, and be empowered in the area of customer service. In order to receive a certificate of completion, participants are required to attend four face to face open sessions and one book club discussion that will increase participants’ knowledge and expertise associated with customer service.

Note: This series is not inclusive, but is comprised of a la carte sessions.  Please be sure that you keep track of your completion of course with the Customer Service Series Tracking Sheet.

NOTICE: The Customer Service Series will end December 1, 2015.  The last workshop in this series is "But I Don't Have Customers" (TD1774) on October 15, 2015.  If you are working toward a certificate, please submit your tracking sheet to Talent Development, MSC 5808, by December 8, 2015.

Please contact Suzanne Vance at 8-4101 or vancesn@jmu.edu if you have questions about completing the Customer Service Series.


The Fred Factor     Course# TD1748

The original Fred was a mail carrier who passionately loved his job and genuinely cared about the people he served.  He went the extra mile and made a difference in the lives of the people he met.  We have all encountered “Freds” and anyone can be a “Fred”, someone that uses their passion at work and at home to turn the ordinary into the extraordinary.  Learn how to make a difference every day, become more successful by building strong relationships, create value for others and constantly reinvent yourself.

In this workshop participants will:

  • Learn the four “Fred Principles”
  • Learn three difference-making strategies
  • Learn seven B’s for relationship building
  • Reinvent themselves and create value for others
  • Develop a Fred Factor Action Plan for improving relationships using what was learned

This workshop is based on the book The Fred Factor: How Passion In Your Work And Life Can Turn The Ordinary Into The Extraordinary by Mark Sanborn and John C. Maxwell.


Give ‘em the Pickle     Course# TD1616
 “Your business is not what you sell: it’s who you serve.  So Give ‘em the Pickle!”  ~ Bob Farrell, Farrell’s Ice Cream Parlour

Customer service is about who you serve and how you serve them.  This fun, interactive session is all about taking care of the customer.  Participants will learn how to connect with customers, anticipate customer needs, delight customers and inspire others.

In this session, participants will:

  • Assess team and personal service
  • Identify customers
  • Identify “Pickles”
  • Determine strategies for “giving away pickles”
  • Develop “Pickle” action and accountability plans

The Platinum Rule     Course# TD1485
DIRECTOR, SOCIALIZER, RELATER, THINKER – WHICH ONE ARE YOU?

It takes all kinds to make a work environment. From CEOs to subordinates, from clients to suppliers, from you, yourself, to your colleague in the next office…everyone falls into one or more of these four basic personality types.  Knowing who’s who and fulfilling their unspoken – and often unconscious – needs lead to success: more innovation, cooperation and achievement.

In this workshop, participants will learn to:

  • Predict the actions of others and get what you want out of every encounter
  • Use individual differences to build dynamic teams
  • Provide better customer services to your customers
  • Defuse conflict and raise energy and morale

This workshop is based on the book The Platinum Rule by Tony Alessandra and Michael J. O'Connor.


Customer Service When the Customer ISN'T Right     Course# TD1065
Count to 20. Take a deep breath. Don’t take it personally. We’ve all heard it, but how do you do it? Although we all value our customers, there are times when we can feel our blood pressure rising and we notice the tone of our voice beginning to change. In this workshop, we will study those challenging customers and create strategies to serve them effectively.


But I Don’t Have Customers     Course# TD1774
In today’s workplace, we emphasize treating customers with respect and meeting their needs.  We often overlook how we treat our internal customers.  How we treat each other in the workplace can either help or hinder productivity and profit of our organization.  This program will help employees to value each other, which results in increased performance throughout the organization.

In this workshop participants will:

  • Identify their customers
  • Identify critical contact points
  • Discover customer needs
  • Identify areas to improve service, including recognizing conflict and dealing with anger
  • Develop a plan of service to exceed customer’s expectations

Perfect Phrases for Customer Service     Course# TD1755
Every manager and employee has heard the phrase "The customer is always right."  But let's face it, sometimes the customer is misinformed or confused - or just downright difficult to deal with. Even so, customer service is the single most important key to success in today's fast-paced, high-stress workplace. Perfect Phrases for Customer Service provides perfect solutions for everyday customer service situations - and includes simple, effective techniques that can help you meet even the most demanding customer needs.

In this workshop participants will:

  • Discuss common explanations of difficult customer behavior
  • Learn and practice using tools and techniques for successfully handling even the most cantankerous customers

This workshop is based on the book Perfect Phrases for Customer Service by Robert Bacal.


 Raving Fans  Course# TD1355

This workshop discusses ways individuals and teams can improve their customer service skills in order to turn dissatisfied customers into Raving Fans.

In this workshop participants will:

  • Learn three rules for creating raving fans
  • Discuss roadblocks to delivering  exceptional customer service
  • Create a Raving Fans action plan

This workshop is based on the book Raving Fans by Ken Blanchard and Sheldon Bowles.


Getting Naked     Course# TD1704

Vulnerability. It is one of the most undervalued and misunderstood of all human qualities. 

Without the willingness to be vulnerable, we will not build deep and lasting relationships in life. That’s because there is no better way to earn a person’s trust than by putting ourselves in a position of unprotected weakness and demonstrating that we believe they will support us.

But something stops us. Patrick Lencioni, author of Getting Naked, has identified three fears that keep us from building trust and loyalty with our customers. They are:

  1. Fear of losing the business
  2. Fear of being embarrassed
  3. Fear of feeling inferior

Join us as we discuss strategies for overcoming these fears so that you too; can “get naked."

In this workshop participants will:

  • Understand the value of vulnerability in building relationships
  • Identify the fear(s) that keep them from “getting naked”
  • Develop strategies for overcoming fears

This workshop is based on the book Getting Naked: A Business Fable About Shedding The Three Fears That Sabotage Client Loyalty by Patrick Lencioni.

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