Session 1 - 2 hours
#1 - "The Links to Quality Service"
Homer Smith - Human Resources
• Identifying our customers
• What do customers want from us?
• How to identify customers needs
• How to deal with unhappy customers
• Staying cool under pressure
• Telephone techniques (How to handle the phone)
Session 2 - 1 ½ hours
#2 - "Handling Objections"
Dr. Johnnie Rosenauer - Business Management
• Handling people's objections
• Seeing objections as a process that needs resolving
• Not as an obstacle to overcome
• Learning why people raise objections
• How to go about responding to them
Session 3 - 1 ½ hours
#3 - "Attitude"
Dr. Charlotte Wolf - Instructional Technologies
• Positive Attitude
• Benefits of a good attitude
• Tips for cultivating, maintaining, a good attitude
• How it is relevant to the SAC environment
• To include a possible video and participant activities
Session 4 - 1 ½ hours
#4 - "Ethics & Respect"
Dr. Rena Doering - Administrative Computer Technology or
Dr. Charlotte Wolf - Instructional Technologies
• Ethics
• Mutual Respect
• Empathy - value of the individual
• Continuous Improvement
Session 5 - 1 ½ hours
#5 - "Solutions through Customer Service Techniques"
Dan Melgoza - Instructional Technologies
• Conflict Resolution, Nonverbal Communication, &
Body Language
• Dealing with Dissatisfied Customers
• Customer Service Techniques
• Different Strategies for valuing diversity & disabilities
• Internal and External Customer Service
• Overcoming Negativity in the workplace
Session 6 - 2 hours
#6 - "Communication & Rapport"
Homer Smith - Human Resources
• Communication and customer service
• Communicating with the customer
• Communication barriers
• Active listening
• Establishing rapport and building Credibility
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