Customer Service Certificate Series

Series Type: 
Certificate Series

UMass employees play an integral role in the success and reputation of this institution.  Every interaction with customers is an opportunity to support the mission and goals of this campus.  This series provides learning opportunities to understand and practice skills, and create processes that support excellence in customer service in this diverse and changing world.

    Workshops in this series:

  1. Basic Customer Service Skills

    Start Date: 
    Tue, February 19, 2013
    End Date: 
    Tue, February 19, 2013
    Time: 
    9am - Noon
    Location: 
    Campus Center
    Room: 
    168C
    Available To: 
    UMass faculty, staff and the public
    Related Series: 
    Customer Service Certificate Series
    Instructor: 
    Gerald Fonville
    Category: 
    Workplace Skills
    Description:

    Learn how to provide excellent customer service, use self-evaluation to gauge your service effectiveness, implement successful in-person and phone customer interaction, and apply customer service practices to your workplace. 

     

    This is Part 1 of the CUSTOMER SERVICE series.

  2. Managing Challenging Customers

    Start Date: 
    Tue, February 26, 2013
    End Date: 
    Tue, February 26, 2013
    Time: 
    9am - Noon
    Location: 
    Campus Center
    Room: 
    168C
    Available To: 
    UMass faculty, staff and the public
    Related Series: 
    Customer Service Certificate Series
    Instructor: 
    Gerald Fonville
    Category: 
    Workplace Skills
    Description:

    Solve problems with customer service, deal successfully with difficult customers, anticipate, prevent and defuse difficult situations.  Learn how to spot warning signs of a possible violent customer, know when to ask for help, and recognize your own customer service hot spots. 

    This is Part 2 of the CUSTOMER SERVICE series.                      

  3. Multicultural Customer Service

    Start Date: 
    Tue, March 5, 2013
    End Date: 
    Tue, March 5, 2013
    Time: 
    9am - Noon
    Location: 
    Campus Center
    Room: 
    168C
    Available To: 
    UMass faculty, staff and the public
    Related Series: 
    Customer Service Certificate Series
    Instructor: 
    Gerald Fonville
    Category: 
    Workplace Skills
    Description:

    Learn how cultural lenses influence our work, how to recognize when cultural differences impact our service effectiveness and the practices for assuring cultural sensitivity in customer service to improve your workplace’s multicultural effectiveness. 

    This is Part 3 of the CUSTOMER SERVICE series.