Customer Service Specialist Certificate

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NHTI Business Training Center Customer Services Specialist Certficate Instructor Joync JamrozJoyce Jamroz
Customer Service Specialist 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.

NHTI Business Training Center Customer Services Specialist Certficate Instructor Stephanie MerfeldStephanie Merfeld
Customer Service Specialist Certificate Program

Stephanie Merfeld is a 20 year computer professional, having started a technology related business in 1999.  The business, asSYSter, LLC, provides advice to small businesses about their computer needs.  Stephanie was a Microsoft Partner for many years.  Stephanie is also an experienced trainer and instructor, teaching computer related courses at multiple facilities as well as providing specialized classes for clients.  Stephanie has a MBA as well as degrees in Computer Information Services and Computer Engineering Technology.

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: $75 per session.

Complete all 5 sessions and receive a Customer Service Specialist Certificate

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
  • Explore the high costs of losing a customer and effective ways to prevent it

Date: March 13, 9:00 am - noon

Strategies for Communicating Effectively With Your Customers

  • Identify your communication style and that of your customers
  • Adapt behavior to improve communications
  • Develop professional approaches in working with customers
  • Practice establishing rapport and making effective connections

Date: March 20, 9:00 am - noon

Know Your Customer

  • Discover methods to uncover customer needs and expectations
  • Develop effective listening skills and use customer feedback systems
  • Explore generational and cultural differences in customer behavior
  • Enhance customer relationships and establish customer loyalty

Date: Marcy 27, 9:00 am - noon

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

Date: April 10, 9:00 am - noon

Commitment to Service Excellence

  • On the firing line – the customer is STILL always right
  • Understand the positive power of empathy
  • Pinpoint specific problem solving strategies and techniques
  • Learn to diffuse anger and cope with challenging customers

Date: April 17, 9:00 am - noon

Register today!

Business & Industry Training
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Concord, NH 03301-7412
(603) 230-4022
Fax: (603) 230-9304
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Office of Workforce Development