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Customer Service Academy

Become a Customer Service PRO!

The secret is out! Competition is fierce. One of your primary competitive advantages as a business is providing exceptional customer service. Are you ready? Are you a PRO?

  • Who is your customer and what does he or she want?
  • How can you build empathy for your most difficult customers?
  • How can you improve the customer experience in your workplace?
  • How can you turn a challenging customer into a customer for life?

Join us for this dynamic and engaging 4-part Customer Service Series. In this series, you will gain the skills and practice you need to become a customer service PRO! A certificate of completion will be awarded to those who complete the program.

Michelle Waters is fondly known to all of us at Cabrillo as “the Customer Service Queen!” Having studied and taught the delivery of exceptional service for over 15 years, Michelle sees business through the eyes of a PRO and can help you do the same. Michelle has consulted with dozens of agencies on how to improve their customer service ratings by using powerful, simple techniques.

2 Tue., May 1 & 8
9:00 am - 4:00 pm

Room: 2100B (next door to the Extension office)
Register by Mar. 26: $295
Register after Mar. 26: $320

register online

Day 1 Morning Session: Customer Service Essentials

In this dynamic class, we will cover the fundamentals of great service. Whether you are a business owner, a manager, or a front line service provider, YOU play a critical role in your customer’s experience. In this first class we will:

  • Learn 5 great reasons for giving exceptional service
  • Understand your personal connection to each and every customer
  • Review the most common pitfalls of service delivery and practice effective techniques for avoiding them
  • Build empathy for our customers - even the most difficult ones
  • Practice meeting the needs of both internal and external customers

Day 1 Afternoon Session: “Invisible” Service: Ensuring a Top-Notch Service Environment

Your customers are receiving your service before they ever walk in the door. In this class, we will take a look at some of the more, “invisible to you” aspects of service. We will answer:

  • What does my location say to my customers? (Or my web site or my phone system?)
  • What do my policies and procedures communicate?
  • How does my nonverbal communication help or hinder my customer’s experience?
  • Whose job is it to improve the invisible?
  • What messages do my customers receive from their interactions with my business?

Day 2 Morning Session: Handling Difficult Customers

We’ve all had them- those legendary difficult customers who just can't find their inner happiness! In this interactive course, you will learn and practice powerful skills that will help you:

  • Stay calm when a customer lashes out
  • De-escalate tense situations
  • Build rapport and make amends
  • Send your customers away feeling better!

Day 2 Afternoon Session: Making a Service Difference

In this final class of the series, we will take your customer service efforts one step further. You will:

  • Define a set of meaningful customer service standards
  • Make a plan to measure the impact of your service improvement efforts
  • Practice suggesting meaningful changes to your company’s service standards- even if you are not the boss




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