2008 Customer Service at JMU: EveryONE Makes a Difference

EveryONE Makes a Difference is a 10-session training program that focuses on customer service at James Madison University. Participants may choose to attend any or all of the sessions available.

NOTICE: Participants will receive a certificate of completion if they attend all sessions. The learning associated with this certificate program requires that you attend and participate with others in the workshop. It is understood that the unexpected does happen, and therefore we will offer two makeups outside of the regularly scheduled sessions for you to fulfill the program requirements.

Session One: Customer Service Basics, Course #HR1110
January 23, 2008, 9:00 AM – 11:00 AM, USB 102
Presented by Bob Davis and Jennifer Testa

Participants will:

• Learn about customer service basics.
• Learn what a customer is.
• Learn who JMU customers are.
• Learn why customer service is important.

Session Two: Communication Introduction, Course #HR1111
February 20, 2008, 9:00 AM – 11:00 AM, USB 102
Presented by Toni Whitfield

Participants will:

• Use essential communication skills when interacting with others.
• Enhance communication skills.
• Identify barriers to effective communication.
• Gather information through effective questioning and listening techniques.

Session Three: Telephone Etiquette, Course #HR1112
March 19, 2008, 9:00 AM – 11:00 AM, USB 102
Presented by Judy Rannow

Participants will:

• Learn effective telephone techniques.
• Learn to handle telephone calls courteously and efficiently.

Session Four: E-mail Etiquette, Course #HR1113
April 22, 2008, 9:00 AM – 11:00 AM, USB 102
Presented by Richie and Jennifer Testa

Participants will:

• Learn to write email messages that are professional, clear and effective.

Session Five: Customer Relationships, Course #HR1114
May 14, 2008, 9:00 AM – 11:00 AM, USB 102
Presented by Lorie Miller and Carol Miller

Participants will:

• Learn how to provide quality service to create "fans".
• Recognize characteristics of human behavioral styles and opportunities to adapt to their personal style.

Session Six: Proactive Customer Service, Course #HR1115
June 25, 2008, 9:00 AM – 11:00 AM, USB 102
Presented by Suzanne Vance and Art Dean

Participants will:

• Learn to be proactive rather than reactive.
• Learn to ask the right questions.
• Gain valuable insights into client concerns.

Session Seven: Ethics, Course #HR1116
July 23, 2008, 9:00 AM – 11:00 AM, USB 102
Presented by Christina Eaton and Judy Rannow

Participants will:

• Learn about ethics and telling the truth.
• Learn about customer service mistakes.

Session Eight: Creativity and Problem-Solving, Course #HR1117
August 13, 2008, 9:00 AM – 11:00 AM, USB 102
Presented by Mohammad Sumbal and Judy Rannow

Participants will:

• Learn about going above and beyond expectations.
• Gain valuable insights into client concerns.
• Gather information through effective questioning and listening techniques.
• Demonstrate professionalism on the job while building a proactive, problem-solving culture.

Session Nine: Difficult Customers, Course #HR1118
September 24, 2008, 9:00 AM – 11:00 AM, USB 102
Presented by Tanya Shifflett and Judy Rannow

Participants will:

• Demonstrate strategies for dealing appropriately with difficult customer situations
.
• Learn about saying "No" to customers.
• Learn about anger management.
• Gain agreement from unhappy clients.
• Learn processes to positively deal with complaints and conflict situations.
• Learn and practice handling difficult objections.
• Handle incoming call complaints.
• Manage the angry interaction.

Session Ten: Emotions, Course #HR1119
October 22, 2008, 9:00 AM – 11:00 AM, USB 102
Presented by Julie Byers and Esther Nizer

Participants will:

• Learn to show empathy.
• Manage attitudes and emotions to ensure consistent positive and excellent service.