RANCHO SANTIAGO COMMUNITY COLLEGE DISTRICT CORPORATE TRAINING INSTITUTE - 2012

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Rancho Santiago Community College District CORPORATE TRAINING INSTITUTE - CUSTOMER SERVICE ACADEMY Statement of Work In partnership with the Santa Ana WORK Center, via funding from the Workforce Investment Act, Rancho Santiago Community College District (RSCCD) will provide 20 low-income youth, ages 16-21, with training in soft skills concentrated on customer service. The program, known as the Customer Service Academy, consists of 10 courses, eight hours each, for a total of 80 hours of instruction throughout the 2012-2013 academic year. Through RSCCD's Corporate Training Institute, this program, taught by college faculty, will focus on interpersonal and social skills and lead to a Certificate of Completion from Rancho Santiago Community College District. Expected to enhance their personal, educational and professional lives, the subject courses include: • Customer Service • Communications • Team Building • Attitude, Values & Ethics • Time Management • Stress Management • Conflict Management • Decision Making & Problem Solving • Managing Organizational Change Following is a description of each course. 1. Customer Service - Students will explore key skills and attitudes necessary to effectively meet both internal and external customer needs ...this includes employers/colleagues and business clients respectively. Participants will be introduced to concepts and appropriate techniques for dealing with the different audiences, enhancing customer satisfaction and insuring positive communication. 2. Communication in the Workplace - Being key to customer service success, communication is critical in understanding what the customers want, when they want it, why they want it and what their expectations are. The best approach in trying to figure all this out is by means of being good listeners and communicators. This course will cover verbal and Exhibit A DO-12-1722-01