2009 Customer Service at JMU: EveryONE Makes a Difference

EveryONE Makes a Difference is a 10-session Professional Development 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# TD1110
January 21, 2009, 9:00 AM – 11:00 AM, USB 102

Presented by James Carter

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# TD1111
February 11, 2009, 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# TD1112
March 25, 2009, 9:00 AM – 11:00 AM, USB 102

Presented by Jackie Rufo and Leslie Beam

Participants will:

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

Session Four: E-mail Etiquette, Course# TD1113
April 15, 2009, 9:00 AM – 11:00 AM, USB 102

Presented by Richie & Jennifer Testa

Participants will:

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

Session Five: Customer Relationships, Course# TD1114
May 20, 2009, 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# TD1115
June 17, 2009, 9:00 AM – 11:00 AM, USB 102

Presented by Art Dean and Suzanne Vance

Participants will:

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

Session Seven: Right and Wrong in the Workplace, Course# TD1116
July 15, 2009, 9:00 AM – 11:00 AM, USB 102

Presented by Jennifer Campfield and Christina Eaton

Participants will:

• Learn about decision making.
• Learn a five step process to utilize when making tough decisions.

Session Eight: Creativity and Problem-Solving, Course# TD1117
August 19, 2009, 9:00 AM – 11:00 AM, USB 102

Presented by TBA

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# TD1118
September 16, 2009, 9:00 AM – 11:00 AM, USB 102

Presented by Linda Combs

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# TD1119
October 21, 2009, 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.