Badge – Customer Service Academy

Student Learning Outcomes

Introduction to Customer Service

Participants will learn about key skills and attitudes necessary to effectively meet the customer’s needs. They will also be introduced to concepts and appropriate techniques for dealing with internal and external customers, enhancing customer satisfaction and insuring positive communication.

Learning Outcomes:
Upon successful completion of the session, trainees will be able to

• Understand the definition of good customer service and the effects of poor customer service.
• Understand who their customers are – internal and external.
• Identify and understand the 5 Dimensions of Quality Service.
• Understanding and identify customer expectations.
• Understand the value of long term customers and why customers leave.

Communication in the Workplace

Participants will learn that communication is a key to customer services success. They will learn about internal and external customers, what they want and what their expectations are. Topics will also include being a good listener and verbal and nonverbal communication. Participants will have the opportunity to practice techniques.

Learning Outcomes:
Upon successful completion of the session, trainees will be able to

• Identify, explain and demonstrate respectful and supportive listening skills.
• Select and apply the most appropriate verbal and nonverbal response for internal and external customers.
• Understand how to check for understanding.
• Understand miscommunication and barriers to communication.
• Understand effective written and phone communication.

Team Building

Participants learn about the effect poor internal customer service has on our external customers. They will learn that working well as a team can increase productivity, enhance project management, reduce business conflicts and create superior customer service. Trainees will learn the different working styles of their co-workers so they can work together better.

Learning Outcomes:
Upon successful completion of the session, trainees will be able to

• List and Identify four personality styles or temperaments.
• Understand the interaction styles of introversion and extroversion.
• Understand the core values and stressors for each temperament.
• Understand strengths of each temperament being to a work team.
• Identify the core needs of each temperament.

Attitude in the Workplace

Participants will learn that having the right attitude has a positive impact on the workplace and their interactions with customers. This session explores how attitudes at work positively and negatively affect customer service, the organization’s image, productivity, and employee retention. The bestselling training video “FISH” will be featured.

Learning Outcomes:
Upon successful completion of the session, trainees will be able to

• Assess their attitude in the workplace.
• Understand how attitudes are communicated to internal and external customers.
• Apply the core principles of Fish! in an environment that allows workers to simultaneously have fun and be productive.
• Understand strategies to improve attitude.
• Identify what causes a bad attitude and how to adjust it.

Values & Ethics

Ethical behavior affects what happens in the workplace. This course provides the opportunity for participants to evaluate ethical behavior and what’s appropriate and what’s not. A 3-step checklist is introduced to help participants in recognizing ethical behavior.

Learning Outcomes:
Upon successful completion of the session, trainees will be able to

• Identify solutions to ethical dilemmas at work.
• Apply the 3-step ethical checklist.
• Evaluate their ethical behavior at work.
• Identify most important values.
• Understand why people do wrong and how to guide people to do the right thing.

Stress Management

Participants will learn about the stress-related reasons why 1 million Americans call in sick every day. This costs organizations money, especially in lowered productivity. This course defines what stress is and how it affects both employees and the workplace. Trainees will learn the causes of stress and dozens of stress management tips and techniques.

Learning Outcomes:
Upon successful completion of the session, trainees will be able to

• Asses level of stress.
• Identify internal and external stressors and understand the effect of stress on a person.
• Define stress and the benefits of managing stress effectively.
• Identify and demonstrate strategies to manage stress.
• Apply practical stress management to personal life.

Time Management

The workplace demands efficiency and productivity. Participants will learn that the way they manage their time has an impact on their ability to get things done. This sessions will cover time management techniques at work that will help employees stay in balance and be more effective in the workplace.

Learning Outcomes:
Upon successful completion of the session, trainees will be able to

• List the benefits of time management.
• Assess current time pressures.
• Identify time wasters and strategies on how to avoid them.
• Create strategies on managing time.
• Learn the ABC Method of prioritization and how to set SMART goals.

Conflict Resolution

Participants will learn about how conflict gets in the way of good business. This session explores the causes and impact conflict can have on customer service.  They will learn strategies and techniques for resolving tough issues and how to turn a difficult customer into a loyal one.

Learning Outcomes:
Upon successful completion of the session, trainees will be able to

• Define employee conflict and the affect it has on the workplace.
• Avoid negative types of conflict.
• Demonstrate commonalities with coworkers in order to alleviate conflict.
• Deal with difficult customers in a successful way.
• Understand how to manage conflict at work and how to manage anger.

Decision Making and Problem Solving

Participants will learn that regardless of their job responsibilities in the company, they are responsible for smart choices. Trainees will learn decision making styles, processes and techniques and when they should be applied as well as how to be a creative problem solver.

Learning Outcomes:
Upon successful completion of the session, trainees will be able to

• Define decision making and problem solving in the workplace.
• Understand the six step decision making process
• Analyze a problem and problem solving techniques.
• List problem solving barriers.
• Understand the role of creativity in decision making and problem solving.

Managing Organizational Change

Participants face constant change in the workplace. They will explore the natural tendencies of their customers to resist change as well as learn skills to adapt and accept change.

Learning Outcomes:
Upon successful completion of the session, trainees will be able to

• Identifying emotions involved in change including the sense of loss.
• Understand and identify he stages of change.
• Defining and understanding resistance to change in the workplace.
• Understand methods for dealing with change at work.
• Understand why change can be good and how to communicate that to customers.