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non-verbal communications as well as superior listening skills with the opportunity to <br />practice techniques. <br />3. Team Building - Excellence in customer service to our external clients is often tied to how <br />our internal customers get along and can work together. Working as a team can increase <br />productivity, enhance project management, reduce business conflicts and create superior <br />customer service. Students will learn the "styles" of classmates so they can work together <br />better on projects and customer satisfaction. <br />4. Attitude in the Workplace - Having the right attitude has a positive impact on the <br />workplace and our interactions with customers. Topics in this course will explore how <br />attitudes at work positively and negatively affect customer service, the organization's image, <br />productivity, and employee retention. The best selling training video "FISH" will be featured. <br />5. Values and Ethics - Ethical behavior affects what happens in the workplace. This course <br />provides the opportunity to evaluate ethical behavior and what's appropriate and what's not. <br />A three-step checklist is introduced to help participants in recognizing ethical behavior. <br />6. Time Management - Whether it's in the workplace, home or school, all areas of our life <br />benefit from efficiency and productivity. The way we manage our time has an impact on our <br />ability to get things done. Students will explore time management techniques that will help <br />you stay in balance and be more effective in the workplace. <br />7. Stress Management - Nearly 1 million Americans call in sick every day because of stress <br />related reasons, costing organizations money, especially in lowered productivity. This course <br />defines what stress is and how it affects both employees and the overall workplace. Causes of <br />stress are identified and dozens of stress management tips and techniques are delivered and <br />practiced. <br />8. Conflict Resolution - Conflict gets in the way of good business and meaningful <br />relationships. Participants will explore the causes and impact conflict can have on customer <br />service and workplace affairs. This course will cover proven strategies and techniques for <br />resolving tough issues and how to turn a difficult customer, or colleague, into a loyal one. <br />9. Decision Making and Problem Solving - Many of us face a constant barrage of workplace <br />decisions and problems to be solved. Regardless of job responsibilities, students will learn <br />that they are responsible for smart choices. Instruction will focus on decision-making styles, <br />processes and techniques, and when they each should be applied. Students will learn how to <br />be creative problem solvers. <br />10. Managing Organizational Change - It's easy to become comfortable in a workplace <br />environment and not expect change, but when change happens, we have natural tendencies to <br />resist. This course reviews the negative effects of resisting change, skills needed to manage <br />new responsibilities, and how to focus on the positive side of change. <br />The Customer Service Academy is an interactive program that will utilize videos, books, <br />personality assessments, presentation tools, and incorporate games to enhance the students' <br />interpersonal skills and encourage participation in all 10 courses. It is expected that with this <br />training, participants will improve their chances of doing well on interviews and increase their <br />probability of obtaining employment. <br />Exhibit A <br />2 <br />DO-12-1722-01