Customer Service Training Courses
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.
Module I: Attitude in the Workplace
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
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
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.
Module II: Ethics and Values in the Workplace
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
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
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.
Module III: Conflict Resolution in the Workplace
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
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.”
Managing Organizational Change in the Workplace
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
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.
Instructor: Max Dueno
Mr. Dueno's extensive experience began while in the United States Air Force, 1966-1990, as a Computer Repair Technician. As a veteran, Max broadened his skills through positions in job development and insurance sales. His customer service strengths grew from cab driving while in the military, food service at Edwards Air Force Base, and through job development positions throughout the Southern California area. He is now an adjunct faculty at Antelope Valley College teaching Computer Applications courses. Max applies his knowledge, skills, and integrity blended with humor and wit to the customer service training courses he instructs.
- "I would recommend this course for other people to take. It was educational, and the instructor was very professional and informative."
- "Got to touch up on training that I knew, but had forgotten, or just considered unimportant."
- "Thank you for this excellent course. It was very helpful and I learned a lot of good skills and the way you taught this training was fabulous."
- "It exceeded my expectations."
- Mr. Dueno is phenomenal. Very smart man and very passionate about what he does. Most definitely would recommend him to people who are looking to better themselves in customer service.