2012 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) to 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
January 12, 2012, 9:00 AM – 11:00 AM, Wine-Price

Presented by: Suzanne Vance

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 8, 2012, 9:00 AM – 11:00 AM, WIne-Price

Presented by: Dr. Toni Whitfield & Jessica Tormena

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 14, 2012, 9:00 AM – 11:00 AM, Wine-Price

Presented by: Tanya Shifflett 

Participants will:

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

Session Four: E-mail Etiquette, Course# TD1113
April 11, 2012, 9:00 AM – 11:00 AM, Wine-Price

Presented by: Richie Testa and Jennifer Testa

Participants will:

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

Session Five: Customer Relationships, Course# TD1114
May 22, 2012, 1:00 PM - 3:00 PM, Wine-Price

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 13, 2012, 9:00 AM – 11:00 AM, Wine-Price 

Presented by: 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 11, 2012, 9:00 AM – 11:00 AM, Wine-Price

Presented by: Christina Eaton and Jennifer Campfield

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 8, 2012, 9:00 AM – 11:00 AM, Wine-Price

Presented by: Lori Pyle

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 12, 2012, 9:00 AM – 11:00 AM, Wine Price

Presented by: University Business Office 

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 10, 2012, 9:00 AM – 11:00 AM, Wine Price

Presented by: Julie Byers & Jennifer Campfield

Participants will:

  • Learn to show empathy.
  • Manage attitudes and emotions to ensure consistent positive and excellent service.
Register For Workshops Here