Mondays, October 9, 16, 23, and 30, 2017
WCU at Biltmore Park
Providing the highest level of customer service is critical to the profit and success
of an organization; however, in the hospitality and tourism business, and even in
the nonprofit industry, employee shifts and staff turn-over can make it difficult
for managers to train staff. Learning effective customer service skills requires hands-on-training
and group activities to help trainees internalize problem-solving and communication
skills that meet the needs of both internal and external customers.
This Train-the-trainer Customer Service Certificate Program is designed to help businesses
incorporate an in-house training program that will empower managers and supervisors
to effectively train staff at a variety of different times throughout the year. Once
managers become trainers in the art of customer service, they can cater the program
to include the special nuances that enhance how you deliver your product and/or service.
By learning the content, practicing the presentation, and then training employees
to use the Eight Commandments of Customer service, managers and supervisors will continue
to reinforce five-star service.
October 9: Eight Commandments of Customer Service
Instructor: Susan Fouts
Providing the highest level of customer service is critical to the success of any
organization. In Day one of the program, participants will review the eight commandments
of customer care, which provide a basis for exceptional customer service. At the end
of the workshop, participants will be able to identify their internal customers, and
the effect of internal customer service on the external service that’s provided to
customers and/or with business partners and vendors. Most importantly participants
will learn the impact of external customer service and how this creates an eternal
In this workshop participants will learn firsthand how the instructor incorporates
lecture, activities and group discussion to enhance the learning experience.
October 16: Presenting with Impact: The Dynamics of Facilitation
Instructor: Neela Munoz
More than ever, being able to speak confidently and authentically is a defining quality
of leadership. In the second day of training, participants explore and practice the
specific skills anyone can develop to become a consistently effective speaker. Through
a series of activities, participants explore a concrete approach to connecting with
an audience, delivering a message that is integrated with their body and voice. In
this case, the message will have a customer service focus based on the content learned
in Day 1. All participants will be videotaped delivering a brief presentation, and
then will receive feedback tailored to their strengths and developmental areas.
October 23: Facilitation Tools that Enhance Group Learning
Participants will learn a variety of facilitation tools including adapting a presentation
to the size of an audience, using hands on activities and exercises to engage learners,
knowing how to read body language and measure the interest level of the group and
tools for measuring the learning process; whether it’s all sinking in!
October 30: Practicing the Presentation and Refining Facilitation Skills
Instructor: Susan Fouts
In this session, participants will be given an opportunity to practice presenting
a small section of the Eight Commandments of Customer Service training so they can
become comfortable with the content, using the facilitations tools and measuring the
groups’ level of interest and learning. Participants will then receive constructive
feedback related to what works and areas that could be improved on for presenting
the formal training to their teams.