6
Customer Service/Teacher Prep
Customer Service
Customer Service Certificate Program
In today's competitive environment, profit and non-profit
organizations will face operational and financial challenges
with employees who are not trained and motivated to provide exceptional
customer service. Participants may enroll in any or all modules listed below.
Participants must complete all 4 classes for a certificate of completion
The Importance of Exceptional Customer Service
Customer Services is vital to a business because it is often the only contact a
customer has with a business. Students will be provided realistic examples
on how to deliver exceptional customer service, which can differentiate your
business from competitors and provide you with better financial success.
(2 hours) $49
10/10
6:00pm - 8:00pm
T
B
POZNIAK
CAR 873 30
17171
HH-213
The Five Pillars of Effective Customer
Engagement
Each pillar of effective customer engagement represents a customer-training
milestone and when practiced in the work environment, will better enable
students to create an interaction with the customer that will increase trust,
appreciation and satisfaction. (2 hours) $49
10/17
6:00pm - 8:00pm
T
B
POZNIAK
CAR 874 30
17172
HH-213
The Importance of Verbal and Non-Verbal
Communication
Students will be taught the importance of customer service messaging
delivered verbally and through non-verbal communications. Students will be
paired with other students for this interactive exercise and training session.
(2 hours) $49
10/24
6:00pm - 8:00pm
T
B
POZNIAK
CAR 875 30
17173
HH-213
Turning the Difficult Customer into a Cheerleader
Students will be trained in defusing a dissatisfied, angry or hostile customer
through the art of the apology and other customer engagement tactics.
(2 hours) $49
10/31
6:00pm - 8:00pm
T
B
POZNIAK
CAR 876 30
17174
HH-213
Activity Director GES 172
This course will provide opportunities to work in Long Term Care facilities,
assisting residents with activities and social needs. After completing
the course, you will be able to work as an Activity Director in a Long Term Care
setting. To enroll or questions, call 877-221-5151. Not eligible for tuition waivers.
(70 hours) $695
The Activity Director will be a prepared to work in:
· Long Term Care
· Assisted Living
· Adult Day Program
· Retirement Community
· Community Center
Retail Customer Service Skills Training GES 236
The Retail Customer Service Skills Training Certificate Program prepares
students with the skills and knowledge needed for successful careers
in today's retail world. This is an excellent option for those already working in a
retail environment and wanting to advance in their careers or for those interested
in starting new retail jobs. The program emphasizes customer service skills that
can be applied in a wide variety of retail settings. To enroll or questions, call
877-221-5151. Not eligible for tuition waivers. (120 hours) $850
Teacher Course Preparation
Preparing & Supporting Students with
Disabilities
As students who have received services on IEP's and 504 plans enter the
post-secondary arena, the need for clarity and information on the process for this
successful transition is needed. Workshop attendees will gain an understanding
of the difference between services and accommodations for students from K-12 to
college/post-secondary settings and how best to prepare their students for success
through fostering independence, metacognition and self-advocacy skills. Presenter:
Susan Woods, retired Associate Dean of Student Support Services at Middlesex
Community College. Along with overseeing an innovative, nationally recognized
alternative program model for students with significant learning challenges, The
Transition Program, Susan has managed the college's Disability Support Services
supporting 1000 students with documented disabilities. (2 hours) $30
10/17
6:00pm - 8:00pm
T
B
WOODS
PER 794 30
17154
HH-116
S.O.S. Teacher Licensing (made easy) in the
State of Massachusetts
Are you interested in becoming a teacher, but quickly change your mind
every time you visit DESE's website? Whether you are new to teaching, considering
a career change, hoping to become a teacher or even licensed in another state, this
workshop is for you. This workshop which will give you a better understanding of
the license process, and also help you to strategically develop a long term plan, that
will save you both time and money. This workshop is taught by Lisa Lanteigne, HR
Licensing Specialist in the Lawrence Public Schools. (1 ½ hours) $35
*Note: Employees of Lawrence Public Schools should contact Lisa Lanteigne
directly in the Human Resources office for information and guidance on licensing.
12/06
6:00pm - 7:30pm
W
B
LANTEIGNE
CAR 877 30
17189
HH-115
10/03
6:00pm - 7:30pm
T
L
LANTEIGNE
CAR 877 80
17188
LC-103
MTEL Communication & Literacy Test Prep
The ONLINE Communication and Literacy Skills Test Prep Course has as its
goal to increase student proficiency in the following areas: comprehension
of reading selections, analysis of reading selections, composition of essays, correct
application of grammatical rules, vocabulary knowledge. This course is designed to
help students learn the skills needed to score well on the exam. This online course
is self-paced and a self-study. Not eligible for waivers. $110
09/12 - 12/12
WEB
SVENCONIS
CAR 602 75
17176
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