Customer Service Academy

The Merced College Customer Service Academy is excited to offer you professional
development training. Our cutting edge training is designed to empower you with the
skills needed to effectively work with customers and co-workers. Thousands of
employees have participated in this National Award Winning Program.

You can pick and choose which workshops best meet your
needs, or take all 10 workshops and earn a Certificate of Completion.

Each course is just $ 23.00 and earns ½ unit of college credit!

Click Here to Download Merced Flyer

 

How to Register:
Click on the hyperlinks below to get registration forms for full series (Thursday
morning/afternoon or Wednesday morning) or for individual classes.

Send registration forms to Grace Perez by
email: grace.perez734@mccd.edu or fax: 209-386-6793

***Seats are reserved first come, first served based on completed Registration & Payment Forms
submitted to the Workplace Learning Resource Center by email or fax.***

Call 209-386-6733 if you have any questions.

 

MERCED

Thursday
Morning
8AM - 12:15PM

Register Now
for Full Series

MERCED

Thursday
Afternoon
1PM - 5:15PM

Register Now
for Full Series

Communication in the Workplace
Communication is a key to customer service success. To best serve both our internal and external customers, we must understand what they want, when they want it, why they want it and what their expectations are. This course covers verbal and nonverbal communication as well as superior listening skills.

January
19 & 26
2017

Completed

January
19 & 26
2017

Completed

Customer Service
Explore key skills and attitudes necessary to effectively meet the customer's needs. Participants will be introduced to concepts and appropriate techniques for dealing with internal and external customers, enhancing customer satisfaction and insuring positive communication.

February
9 & 23
2017

Completed

February
9 & 23
2017

Completed

Team Building
If we don't have it together with our internal customers, that often translates into poor customer service for our external customers. Working as a team can increase productivity, enhance project management, reduce business conflicts and create superior customer service. Learn the "styles" of your co-workers so you can work together better.

March
23 & 30
2017

Completed

March
23 & 30
2017

Completed

Attitude in the Workplace
Having the right attitude has a positive impact on the workplace and our interactions with our customers. Explore how attitudes at work positively and negatively affect customer service, the organization's image, productivity, and employee retention. The best-selling training video "FISH" will be featured.

April
13 & 27
2017

Completed

April
13 & 27
2017

Completed

Values & Ethics
Ethical behavior affects what happens in the workplace. This course provides the opportunity 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.

May
18 & 25
2017

Register Now

May
18 & 25
2017

Register Now

Stress Management
Did you know 1 million Americans call in sick every day because of stress related reasons? This costs organizations money, especially in lowered productivity. Causes of stress are identified and dozens of stress management tips and techniques are delivered and practiced.

June
22 & 29
2017

Register Now

June
22 & 29
2017

Register Now

Time Management
The workplace demands efficiency and productivity. The way we manage our time has an impact on our ability to get things done. Explore time management techniques at work that will help you stay in balance and be more effective in the workplace.

July
20 & 27
2017

Register Now

July
20 & 27
2017

Register Now

Conflict Resolution
Conflict gets in the way of good business. Explore the causes and impact conflict can have on customer service. Learn strategies and techniques for resolving tough issues and how to turn a difficult customer into a loyal one.

August
24 & 31
2017

Register Now

August
24 & 31
2017

Register Now

Decision Making & Problem Solving
Many of us face a constant barrage of workplace decisions and problems to be solved. Regardless of our job responsibilities in the company, we are responsible for smart choices. Learn decision making styles, processes and techniques, when they should be applied, and how to be a creative problem solver.

September
21 & 28
2017

Register Now

September
21 & 28
2017

Register Now

Managing Organizational Change
We face constant change in the workplace. Explore our natural tendencies and the tendencies of our customers to resist change. Learn skills to adapt and accept change.

October
19 & 26
2017

Register Now

October
19 & 26
2017

Register Now

 

To provide a custom class for your business or organization contact:
Terry Plett, Contract Training Coordinator at
209-386-6735 or terry.plett@mccd.edu

 

“The Customer Service Academy classes are dynamic, energizing, useful, and appropriate for all levels of employees. The program is designed to equip organizations with the professional customer service skills that are needed to suc¬ceed with both internal and external customers. UC Merced is committed to provide excellent customer service and the Customer Service Academy has provided a strategic base for continuous customer satisfaction.”
Yazi Navarro, Learning & Professional Development Manager
University Of California, Merced

“Merced County Hispanic Chamber of Commerce (MCHCC) is pleased to announce we have partnered, for the third year, with the Merced College Customer Service Academy, a professional development and training program offered locally. Training is designed to empower you and your employees with great customer services skills and includes classes such as team building, stress management, time management, decision making, conflict resolution, and more. Improve your general business practices and learn how to stand out in your market. MCHCC is committed to providing our members with great business resources and we encourage you to take advantage of this award winning program.”
J. Salvador Vazquez, President
Merced County Hispanic Chamber of Commerce

"I don't remember the first employee who went through the Customer Service Academy and I've lost count of how many of my staff has benefitted over the years. But for over a decade almost every employee -- past and present -- who directly interfaces with clients has benefitted from the program. The core principals of CSA underpin our company culture and our support our complete commitment to Outrageous Customer Service."

Tim O’Neill, Promotional Marketing Guru
Image Masters

“For over a decade and a half, the Greater Merced Chamber of Commerce has been a proud partner of Merced College and the Workplace Learning Resource Center. We’re excited once again this year to pledge our support for the Customer Service Academy – a nationally recognized and award-winning program that was created by, for, and with Merced-area employers, and which has become a statewide model for the California Community College system. The breadth of training that his program offers is amazing and the Chamber counts itself lucky to be a partner and sponsor of this comprehensive training program”.

Adam Cox, CEO
Greater Merced Chamber of Commerce

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