Professional Development Courses: Customer Service Academy
Quality customer services skills are essential attributes employees and employers need to possess to achieve and maintain success. The Antelope Valley College Corporate and Community Services program offers an innovative and comprehensive Customer Service Academy that encompasses the most important aspects of customer service. Introductory, intermediate, and advanced classes provide the basis for developing, building, and strengthening skills. Ten 8-hour courses are offered, including interactive activities and role-playing. Guest speakers from our community provide up-to-date real-world experiences to enhance the classes. Bilingual (English/Spanish) classes are also available, and are taught at both the Lancaster and Palmdale campuses, offering varied schedules. Additionally, the program can be customized to meet the needs of employers, and can be offered at off-campus locations, if requested.
Introductory
Attitude in the Workplace
8 total hours
This course is designed to provide participants with certain key skills regarding attitude, so that they may effectively maintain a positive attitude at the workplace and at home. The participant will be introduced to the concepts of how attitudes are communicated, the three types of attitudes, and how to adjust one’s attitude. Topics will also include the primary causes of negative attitudes, turnaround strategies to battle these negative attitudes, and specific techniques to improve the attitude of others.
Customer Service in the Workplace
8 total hours
This course is designed to provide the participant with certain key skills and attitudes in order to effectively meet the needs of customers. The participant will be introduced to the concept of internal and external customers, customer satisfaction, and customer retention. Topics will also include communicating with customers, developing a positive attitude, handling complaints, and enhancing sales skills.
Communication in the Workplace
8 total hours
This course is designed to introduce the participant to key elements in communication. Topics will include verbal and nonverbal communication as well as listening skills. Emphasis will be placed on communication within business organizations and how to effectively communicate with internal and external customers.
Intermediate
Ethics and Values in the Workplace
8 total hours
This course is designed to acquaint the participant with the importance of ethics and values in the workplace. Emphasis will be placed on how values influence actions, developing a personal ethical philosophy, and helping others do the right thing.
Time Management in the Workplace
8 total hours
This course is designed to introduce the participant to time management principles and specific tools that assist in making maximum use of time in the workplace and at home. Emphasis will be placed on prioritizing, identifying time wasters, delegating, and setting goals.
Stress Management in the Workplace
8 total hours
This course is designed to acquaint the participant with key elements of stress management. Topics will include the recognition of stress, causes of stress, and the benefits of stress management. Emphasis will be placed on methods used to handle stress in order to have a more productive professional and private life.
Advanced
Conflict Resolution in the Workplace
8 total hours
This course is designed to provide the participant with an analysis of attitudes and behavior that create conflict between individuals and groups within an organization. Emphasis will be placed on conflict handling modes, how to deal with difficult people, and how to bring out the best in others.
Decision Making and Problem Solving in the Workplace
8 total hours
This course is designed to introduce the participant to decision making and problem solving. Emphasis will be placed on decision-making and problem-solving techniques, steps in the decision-making process, and how to encourage creative thinking “outside of the box.”
What Students Are Saying...
“I enjoyed the class, it was very productive. I hope to attend more classes.
“I enjoyed the class, it was very productive.”
Managing Organizational Change in the Workplace
8 total hours
This course is designed to provide the participant with an understanding of change and the influence it has on an organization and the individuals in that organization. Topics will include understanding organizational change, theoretical models of change, stages of change, and how to manage organizational change.
Team Building in the Workplace
8 total hours
This course is designed to provide the participant with an understanding of how teams work together, common problems teams encounter, and how to solve those problems. Participants will learn to recognize various team player styles and gain exposure to the stages of team growth. Participants will be introduced to team building in the workplace.
About the Instructors
Meena Datta
Instructor Meena Datta is a seasoned trainer with over 20 years business experience in the hospitality, technology, publishing and healthcare industries. She has an undergraduate degree in English from the University of Delhi, India and a Masters degree in Administrative Science from the University of Alabama. Meena also has her Advanced Professional Certification in Instructional Design from Cal State Northridge.
Sarah N. Kelly
Sarah N. Kelly, BSBA, MBA Ohio State University, JD University of San Diego
Sarah N. Kelly, a San Diego native, moved to the Antelope Valley to practice law in 1999 and began teaching for the Business and Computer Studies Division at AVC in August 2001, and discovered her love of teaching outweighed hanging around a courthouse.
Ms. Kelly attended Randolph-Macon Woman’s College in Lynchburg, Virginia, before transferring to the College of Business at Ohio State University, where she earned both a Bachelor’s and Master’s degrees in Business Administration. While earning her MBA, she also became a mom. Returning to San Diego in 1992, and after working in the insurance industry she attended the Law School at the University of San Diego, graduating in 1998.
Joyce E. Maiden
Joyce E. Maiden is a retired Engineer from Lockheed Martin Aeronautical Company with a MBA, Master of Business Administration degree from the University of Redlands • Redlands, CA . She is a certificated ‘Customer Service for the Public & Private Sector’ instructor and certificated substitute teacher with the Antelope Valley Union High School District. Joyce is also a charter member of the HDABSE, High Desert Alliance of Black School Educators in the Antelope Valley and First Lady of Christ Missionary Bible Church, Quartz Hill, CA.
Celia Zamudio
Celia Zamudio was born and raised in Mexico City, Mexico. She immigrated to Los Angeles after starting a family and living in Panama for several years. Celia worked for the Los Angeles Unified School District for 15 years. She decided to return to school while balancing full time work and a family. After completing her Associate in Arts she transferred to CSUN to earn a Bachelor of Arts in Spanish and began teaching Spanish. Celia chose to return to CSUN and accomplished her dream of earning a Master’s Degree in Spanish. She is currently a Spanish Language Professor at Pierce Community College and Antelope Valley Community College.