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NHTI Business & Industry Training
31 College Drive
Concord, NH 03301-7412
(603) 271-6663
Fax: (603) 271-6667

Office of Workforce Development

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Customer Service Specialist Certificate Program

Joyce Jamroz
Customer Service Specialist Certificate Program
Administrative Professional Certificate Program
Joyce Jamroz has over 20 years experience in organizational development, consulting, and training. She provides services to clients seeking performance enhancement for individuals, teams, departments or their entire organization. Her workshops help participants contribute to an environment where people work as a team to accomplish goals, communicate more effectively, and succeed with customers, co-workers and managers.

Betsy Burtis
Customer Service Specialist Certificate Program
Betsy Burtis is the Program Manager for the Health Profession Opportunity Project at Lutheran Social Services. She is a trained facilitator and has consulted with organizations and teams on issues of cultural effectiveness, communication and leadership. She has worked with the New Hampshire Humanities Council developing and facilitating community groups on immigrant and refugee issues and is also an adjunct faculty member at Granite State College teaching communications classes.

Delivering exceptional customer service is more challenging and critical than ever before. Learn how to handle all types of customer service situations with tact, confidence, and professionalism. Successful completion of this program will provide an excellent foundation for advancement into supervisory and management roles.
Price: $495 for Certificate (includes reference materials and assessments)

Quality Service Matters

  • Perform a thorough self-evaluation of your customer service skill level
  • Understand the importance of knowing your organization
  • Realize the power of perception and first impressions
  • Examine the relationship between internal and external customer service
  • Explore the high costs of losing a customer and effective ways to prevent it
  • Understanding the Big Picture
Date: April 5, 2012, 1:00pm - 4:00pm

Strategies for Communicating Effectively With Your Customers

  • Identify your communication style and that of your customers, and adapt behavior to improve communications
  • Develop professional approaches in working with customers
  • Practice establishing rapport and making effective connections
Date: April 12, 2012, 1:00pm - 4:00pm

Know Your Customer

  • Discover methods to uncover customer needs and expectations
  • Develop effective listening skills and feedback strategies
  • Develop and use customer feedback systems
  • Explore generational and cultural differences in customer behavior
  • Learn how to enhance customer relationships and establish customer loyalty
Date: April 19, 2012, 1:00pm - 4:00pm

Successful Service Recovery Strategies

  • On the firing line - the customer is STILL always right
  • Understand the positive power of empathy
  • Pinpoint specific problem solving strategies and techniques
  • Learn steps to diffuse anger and cope with challenging customers
  • Discover methods to transform challenges into opportunities to shine
Date: April 26, 2012, 1:00pm - 4:00pm

Commitment to Service Excellence

  • Using technology as a link, not a barrier to enhancing customer relationships
  • Dealing with the stress of being on the frontline/firing line; practice life balance techniques to reduce and manage stress
  • Develop a customized action plan of personal goals for continuous improvement
  • Identify methods and best practices to create a customer service culture in your workplace
Date: May 3, 2012, 1:00pm - 4:00pm

Register Today!