Laserfiche WebLink
4. Attitude in the Workplace - Having the right attitude has a positive impact on the workplace and our <br />interactions with customers. Topics in this course will explore how attitudes at work positively and <br />negatively affect customer service, the organization's image, productivity, and employee retention. <br />5. Communication in the Workplace - Communication is critical in understanding what the customer's <br />want, when they want it, why they want it and what their expectations are. The best approach in trying <br />to figure all this out is by means of being good listeners and communicators. This course will cover <br />verbal and non - verbal communications as well as superior listening skills with the opportunity to <br />practice techniques. <br />6. Collaboration /Teamwork - Working as a team can increase productivity, enhance project <br />management, reduce business conflicts and create superior customer service. Students will learn the <br />"styles" of classmates so they can work together better on projects and customer satisfaction. <br />7. Critical Thinking/Problem- Solving /Creativity - Many of us face a constant barrage of workplace <br />decisions and problems to be solved. Regardless of job responsibilities, students will learn that they <br />are responsible for smart choices. Instruction will focus on decision - making styles, processes and <br />techniques, and when they each should be applied. Students will learn how to be creative problem <br />solvers. <br />8. Workplace Legal Issues /Ethics /Health and Safety - Ethical behavior affects what happens in the <br />workplace. This course provides the opportunity to evaluate ethical behavior and what's appropriate <br />and what's not. <br />9. Time Management - Whether it's in the workplace, home or school, all areas of our life benefit from <br />efficiency and productivity. The way we manage our time has an impact on our ability to get things <br />done. Students will explore time management techniques that will help you stay in balance and be <br />more effective in the workplace. <br />10. Conflict Resolution - Conflict gets in the way of good business and meaningful relationships. <br />Participants will explore the causes and impact conflict can have on customer service and workplace <br />affairs. This course will cover proven strategies and techniques for resolving tough issues and how to <br />turn a difficult customer, or colleague, into a loyal one. <br />The Customer Service Academy is an interactive program that will utilize videos, books, personality <br />assessments, presentation tools, and incorporate games to enhance the students' interpersonal skills and <br />encourage participation in all 10 courses. In addition to their CTE -ROP certification, youth will also <br />receive "The National Professional Certification in Customer Service" (NPCCS) from the National Retail <br />Federation Foundation. According to the labor bureau statistics, for the summer of 2006, teens had an <br />unemployment rate of 16.5% -- four times higher than that of adults during the same period. Like adults, <br />teens were hurt by the mini - recession of 2001, but while the adult economy has regained its footing, youth <br />employment has continued to fall. Therefore, a certificate like this becomes very beneficial to our youth <br />population by making stand out above the more mature job seeker. <br />EXHIBIT A Page 2 of 2 <br />