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: $475 for certificate (all five sessions)

Quality Service Matters

  • Evaluate customer service skills
  • Know your organization
  • Perception and first impressions
  • High costs of losing a customer

Date: Thursday, March 17, 2016, 9:00 am – noon

Strategies for Communicating Effectively With Your Customers

  • Identify your communication style
  • Adapt behavior to situation
  • Professional approaches
  • Make effective connections

Date: Thursday, March 24, 2016, 9:00 am – noon

Know Your Customer

  • Customer needs and expectations
  • Listening skills and feedback systems
  • Generational and cultural differences
  • Enhance customer loyalty

Date: Friday, April 1, 2016, 9:00 am – noon

Successful Service Recovery Strategies

  • Customer is STILL always right
  • Positive power of empathy
  • Problem solving strategies
  • Cope with challenging customers

Date: Thursday, April 7, 2016, 9:00 am – noon

Commitment to Service Excellence

  • Technology as a tool
  • Dealing with the stress
  • Continuous improvement
  • Customer service culture

Date: Friday, April 15, 2016, 9:00 am – noon

Register today!

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