Customer Service/Career Training 1 Bedford Campus AR Academic Resources BH Bedford House FC Facilities HH Henderson Hall NA North Academic SA South Academic TH Trustees’ House Lowell Campus LC Cowan Center LD Derby Building LF Federal Building LH Howe Building LP Pollard Building LT Talbot Building OFF Off Campus Guide to Interpreting the Schedule Course Title Course Description Date Course # CRN# M = Monday T = Tuesday Time Day W= Wednesday R = Thursday Room Location F = Friday S = Saturday Campus Instructor New Course Online Course KEY U = Sunday B = Bedford L =Lowell Career Training Importance of Verbal vs. 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 06/19 6:00pm - 8:00pm T B ROMANO CAR 875 30 13867 HH 114 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 06/21 6:00pm - 8:00pm R B ROMANO CAR 876 30 13868 HH 114 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. Customer Service Certificates 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 06/12 6:00pm - 8:00pm T B ROMANO CAR 873 30 13865 HH 114 Five Pillars of Effect Customer Engagement Each pillar of effective customer engagement represents a customer-training milestone and when practiced will better enable students to create an interaction with the customer that will increase trust, appreciation and satisfaction. (2 Hours) $49 06/14 6:00pm - 8:00pm R B ROMANO CAR 874 30 13866 HH 114 Whether it’s a job interview, a request for a raise, a pitch to a potential customer, or a networking opportunity, executive presence is key to a successful outcome. This program will provide tips and peer coaching on your executive presence as you introduce yourself in multiple business contexts. Be prepared to develop and get lots of practice giving your message with confidence, and to receive invaluable feedback. (7 hours) $99 07/18 9:00am - 4:00pm W L MALONEY CAR 895 80 13909 LC 207 Executive Presence for Career Success – 1 Day Seminar If you wish to invoice your employer for noncredit courses, notify MCC upon enrollment: 1-800-818-3434.