The Customer Service Academy consists of fee for service, skills-based training offered by Community Services and Business Development at MiraCosta College. The training consists of three 18-hour series that can be customized to meet the specific needs of your business. The participant outcomes for each series are described below. We will be happy to assist you in selecting the series that best meets the training needs of your business.
Superior Server Series
(11 Hours of Training)
The Superior Service Series focuses on skills to help new and experienced service
providers meet customer expectations and deliver service with excellence. Topics in
this series include:
Customer Appreciation
- Identify external and internal customers
- Learn methods to increase customer satisfaction
- Discuss the importance of customer retention
- Practice strategies for retaining customers
Mastering Communication
- Discuss the impact of verbal, non-verbal and written communication
- Learn common barriers to effective communication
- Demonstrate and practice effective communication techniques
- Identify and practice effective listening skills
Dealing with Difficult People
- Identify common conflicts in the workplace
- Learn several approaches to handling conflict
- Practice techniques to diffuse difficult situations
Personal Best Series
(10 Hours of Training)
The Personal Best Series focuses on skills and strategies that will help participants
bring their best self to the customer service experience. Topics in this series include.
Decision Making and Problem Solving
- Identify routine situations in the workplace for decision making and problem solving
- Learn to apply 4 steps to effective decision making
- Explore resistance and barriers to making decisions and solving problems
- Participate in group problem-solving exercises
Business Ethics
- Discuss ethical behavior at home and at work
- Learn the impact of unethical behavior in the workplace
- Evaluate examples that demonstrate ethical behavior in the workplace
Time and Stress Management
- Identify common workplace time wasters
- Explore techniques to measure and improve time efficiency
- Examine how time management can impact personal stress
- Learn and practice stress management techniques
Team Work Series
(9 Hours of Training)
The Team Work Series focuses on strategies that will help participants maximize their
effectiveness with both internal and external customers. Topics in this series include:
The Right Attitude
- Identify common causes and impact of negative attitudes in the workplace
- Identify methods to convert negative attitudes into positive attitudes
- Practice way to demonstrate a positive attitude in the workplace
Team Building
- Identify the pros and cons of working in teams
- Learn the positive impact of a team approach to customer service
- Demonstrate techniques for working together
- Explore how a team approach may work in their company/organization
Managing Change
- Identify common changes within their company
- Understand how change impacts the workplace
- Describe feelings and actions associated with resistance to and acceptance of change
- Lean techniques for accepting change and helping co-workers accept change
For additional information please contact:
Thomas Tubon
Director, Community Services & Business Development
760.795.6824
ttubon@miracosta.edu
