Customer Service Series 2014 - 2015


Series Description: The Customer Service Series consists of a number of popular a la carte trainings 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.

Competencies:  Customer Service - Fundamental

                              Communication - Fundamental

Pre-requisites: None

Session Information:  The Customer Service Series program will run from January 2013 - December 2015.

Available Sessions and Book Club discussions on the 2014 Training Calendar are listed below.

NOTICE: Completion of this series depends on your attendance and participation in four workshops and one book club discussion.  Classes that were taken after January 2013 will count for credit towards certificate completion.

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.

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.

Presented by: Ashley Privott, Director of Alumni Relations/Executive Director, JMU Alumni Association

Session Information:
Friday, March 21, 2014
9:00 AM – 11:00 AM

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

Presented by:  Brad Barnett, Senior Associate Director, Office of Financial Aid and Scholarships

Session Information:
Tuesday, April 15, 2014
1:00 PM – 3:00 PM    

The Platinum Rule     Course# TD1485

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.

Presented by:  Suzanne Vance, Training Coordinator 

Session Information:
Friday, May 16, 2014
9:00 AM – 12:00 PM

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.

Presented by: Suzanne Vance, Training Coordinator    

Session Information:
Friday, September 5, 2014
9:00 AM – 12:00 PM

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

Presented by: Raymond Brown, Jr., Professional Development Specialist

Session Information:
Thursday, September 25, 2014
1:00 PM - 4:00 PM

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.

Presented by: Jennifer Campfield, Director of Training and Development 

Session Information:
Wednesday, October 1, 2014
9:00 AM - 11:00 AM


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.

Presented by: Pat Kennedy, Administrator, IIHHS

Session Information:

Tuesday, October 21, 2014  
9:00 AM - 11:00 AM


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.

Presented by: Jennifer Campfield, Director of Training and Development

Session Information:
Friday, June 27, 2014    
9:00 AM – 12:00 PM    


Tuesday, December 2, 2014
1:00 PM - 4:00 PM

February 2014 Book Club     Course# TD1846

Be Our Guest: Perfecting the Art of Customer Service
by Disney Institute and Theodore Kinni
Course# TD1846                    Competency: Customer Service
Session Information: Friday, February 21, 2014, 11:00 AM – 12:00 PM, Wine-Price
Facilitated by: Dana Rigney, Payroll Operations Manager, Payroll Services
Be Our Guest outlines proven Disney principles and processes for helping your organization focus its vision and align its people and infrastructure into a cohesive strategy that delivers on the promise of exceptional customer service.

March 2014 Book Club      Course# TD1850

The Thank You Economy
by Gary Vaynerchuk
Course# TD1850                    Competency: Customer Service
Session Information:  Friday, March 21, 2014, 11:00 AM – 12:00 PM, Wine-Price
Facilitated by:  Betsy Hay, VP, Wellness and Community Services, Virginia Mennonite Retirement Community
The Thank You Economy offers compelling, data-driven evidence that we have entered into an entirely new business era, one in which the companies that see the biggest returns won't be the ones that can throw the most money at an advertising campaign, but will be those that can prove they care about their customers more than anyone else. 

November Book Club 2014     Course# TD1855
If It Wasn't For The Customers I'd Really Like This Job
by Robert Bacal
Course# TD1855                  Competency: Customer Service
Session Information:  Friday, November 21, 2014, 11:00 AM - 12:00 PM, Wine-Price
Facilitated by: Rick Larson, AVP, HR, Training & Performance
Are you bedeviled by your difficult customer? Are angry or emotional customers taking out their fears and frustrations on you? Do you find yourself "taking home difficult customers" and letting them rent space in your head? If It Wasn’t for the Customers I'd Really Like This Job is written for anyone dealing directly with customers in any industry from hospitality to business to business this book provides you with both the principles and words to defuse almost all difficult and scary customer situations.

2015 Book Club Descriptions

Coming soon!

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