Customer Service

Customer service is a program provided to help students gain the effective interpersonal skills necessary to assisting others in a service occupation and in operating standard business machines, such as the phone, photocopier and fax.  In addition, this program offers training in operating a cash register, completing cash transactions and accepting debit and credit card.  The training is designed to increase the potential for employment in areas such as Retail Store Clerk, Customer Service Representative, Order Desk Clerk, and other occupations where the public is being served.

Components

Customer Service

• Internal and External Customers

• Communication Skills - Active Listening

• Telephone Etiquette - Ensuring a Positive Impression

• Employer Expectations - Employee contribution towards organizational success

• Conflict Resolution/Handling Customer Complaints

• Teambuilding and Leadership - Creating synergy within the ranks

• Using a fax, photocopier and a phone system

• Using a cash register and handling cash transactions, debit and credit cards

Personal Management Skills

• Managing change

• Assertiveness training

• Stress and Time management

Length

1-2 weeks (15-30 hours).  Half day program. Intake is continual.

Criteria

Effective oral communication skills; appropriate attitude towards working with people and a sense of humour.