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Customer Service Certificate Program
Goals & Objectives
The goal of the Customer Service Certificate Program is to provide Mason's faculty & staff members with training opportunities to enhance and develop their customer service skills.
Requirements
To receive a certificate of completion for the program a participant must attend any six Customer Service Certificate Program sessions. Those who fulfill the requirement will be awarded with the certificate at the Training Recognition Ceremony held each spring.
To receive the Advanced Customer Service Certificate, a participant must complete the program and then attend an additional six customer service sessions.
Customer Service Certificate Program: Clear the Clutter
This session teaches the participant how to create a more organized and clutter-free environment in the workplace.Upcoming Classes:
Friday, December 11th, 2009
Customer Service Certificate Program: Crucial Conversations
Crucial Conversations gives you the tools to handle life's most difficult and important conversations. You will learn how to: prepare for high-stakes situations with a proven technique, transform anger and hurt feelings into powerful dialogue, and make it safe to talk about almost anything and be persuasive, not abrasive.Upcoming Classes:
Friday, April 23rd, 2010
Customer Service Certificate Program: Crucial Conversations Workshop
Crucial Conversations gives you the tools to handle life's most difficult and important conversations. Review the Crucial Conversations book and method of creating dialogue. Practice difficult conversations with Mason's Workplace coaches. *Crucial Conversations training course is a pre-requisite.Upcoming Classes:
Friday, May 7th, 2010
Thursday, June 3rd, 2010
Customer Service Certificate Program: Dealing with Irate Customers
Have you ever had to deal with a person over the telephone who is obnoxious, swearing, or just plain rude? Do you debate hanging up the phone in their ear or listening to the abuse? This class is based on the Telephone Doctor’s® method of customer service and guaranteed to give many examples of how to deal with the irate customer. This is an instructor led interactive class.
Upcoming Classes:
Tuesday, April 6th, 2010
Customer Service Certificate Program: Professional Communication (Verbal)
Learn how to communicate effectively via verbal communication. Review and practice voice inflection, tone of voice and enunciation. Coach yourself and others while using tape recorders to practice verbal communication.Upcoming Classes:
Tuesday, January 19th, 2010
Friday, February 19th, 2010
Friday, February 26th, 2010
Customer Service Certificate Program: Professional Communication (Written)
Learn how to communicate effectively and efficiently in writing. Review best practices for business communications such as email, IM, business letters, memos, and more.Upcoming Classes:
Tuesday, February 9th, 2010
Friday, March 12th, 2010
Friday, March 19th, 2010
Customer Service Certificate Program: Professionalism at Work
Looking for a way to ensure everyone is in synch with your department's expectations of workplace behavior? Do you have employees who are new to the workplace and need information on professional behavior and norms? Professionalism at Work is designed to give participants an understanding of professional dress, appropriate workplace behavior, and phone/email best practices.Upcoming Classes:
Friday, January 29th, 2010
Wednesday, March 3rd, 2010
Friday, April 9th, 2010
Customer Service Certificate Program: Telephone Skills
Upcoming Classes:Thursday, March 4th, 2010
Customer Service Certificate Program: The FISH Philosophy
Attend this seminar to learn about the FISH mantra, personal philosophy development, and get tools to develop a FUN environment at work. Inspire those with whom you work to see that they have the power to create a more interesting, playful, profitable, and energetic workplace for themselves.Upcoming Classes:
Friday, December 4th, 2009
Tuesday, December 8th, 2009
Friday, January 15th, 2010
Thursday, April 29th, 2010
Customer Service Certificate Program: The Internal Customer
Upcoming Classes:Thursday, February 25th, 2010
Customer Service Certificate Program: The Power of Charm
The Power of Charm gives you techniques for winning anyone over in any situation. We will show you how to capture anyone's attention and trust within the first few seconds of meeting, win the support of others who can help your goals, master the body language and advanced listening techniques that will make others feel that you are focused on them, deliver more powerful and engaging talks and presentations and dramatically improve your negotiation skills.Upcoming Classes:
Friday, June 4th, 2010
Customer Service Certificate Program: What's Wrong With This Picture?
Watch video vignettes of customer service interactions, identify various blunders and suggest appropriate improvements. This program will challenge participants to think about the root causes of poor service situations as well as brainstorm the solutions. This class features on-the-phone as well as face-to-face examples. Recommended for advanced customer service participants.Upcoming Classes:
Thursday, January 28th, 2010
Note: Classes are subject to change. Please check this website frequently for new offerings or any changes to the schedule. Those who are registered for a class will always be notified by email if class details change.