Customer Service at JMU: EveryONE Makes a Difference

Note: This series is capped at 18 participants.

Categories: Customer Service

Level: Fundamental

Type: A La Carte Series
To maximize the collaborative learning, please review your calendar before registering to ensure you can attend those sessions.

Total Series Time: 20 Hours (ten 2- hour sessions)

Make-Ups:  Please contact Suzanne Vance (vancesn@jmu.edu or 84101) regarding make-up sessions.

Pre-requisites: None

Target Audience: Individuals interested in learning about different aspects of customer service.

Series Description: EveryONE Makes a Difference is a 10-session a la carte series that focuses on customer service at James Madison University. Participants may choose to attend any or all of the sessions available. Participants will receive a certificate of completion if they attend all sessions.


Session One: Customer Service Basics, Course# TD1110

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

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

Participants will:

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

Session Four: E-mail Etiquette, Course# TD1113

Participants will:

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

Session Five: Customer Relationships, Course# TD1114

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

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

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

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

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


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

The series above is not currently scheduled for 2013. 

Supervisors or managers interested in offering one of these workshops to their department, please contact: Judy Rannow, at 540-568-5366.

Employees interested in one of these workshops can submit a request here.

 

Register For Professional Development Workshops Here

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