Customer Service Academy

 The NVC Customer Service Academy “CSA” has trained hundreds of employers and employees and is an award-winning training program designed to train employees in the critical skills needed for your business’ success.  The program delivers quality energetic training by certified CSA trainers in areas from communicating in the workplace, team-building, and the very popular 8-hour module on customer service. Trainings are interactive and cost-effective, costing only $50-75 per participant for a 4 to 8-hour module, and conveniently offered at either the Napa Chamber of Commerce or the Upper Valley Campus. Organizations that have more than 12 employees can opt to customize a training delivered at their business location.

“Customer Service” is designed to provide the participant with the necessary skills and attitudes to effectively meet and exceed customer expectations. Participants will define exceptional service, become familiar with external and internal customers, enhance customer service communication techniques, learn how to handle customer complaints in a positive manner and understand key elements of customer satisfaction and retention. Participants will also develop a customer service plan to take home or to their place of work.

Organizational Time Management
Organizational Time Management” is designed to provide participants with strategies and tools to make maximum use of your limited time.  The training will cover how to prioritize, identify time wasters, delegation techniques and goal setting

Attitude in the Workplace & Team Building
The blended Customer Service Academy module focuses on “Attitude in the Workplace & Team Building”.  The first 4-hour module will provide participants the tools needed to effectively deal with conflict and resolving people communication problems in the workplace.  Some emphasis will also be on dealing with customer complaints.  The second 4 hours is designed to provide participants with an understanding of how teams work together, common problems teams encounter and how to solve them. The training will cover effective strategies to teamwork, avoiding common team obstacles, and emphasizing internal customer service to get the job done. 

Communications in the Workplace & Dealing with Conflict Resolution
This training is a combination of “Communications in the Workplace” & “Dealing with Conflict Resolution” with the first 4 hours emphasizing valuable business communication skills with internal and external customers, and active communication techniques to improve customer service. This training is designed to introduce participants to the key elements of effective communication in the workplace. Topics include verbal and non-verbal communication and emphasis on listening skills.  The second 4 hour training is devoted to conquering negativity, improving performance & enhancing productivity in the workplace.

Managing Organizational Change/Decision Making is a blended Customer Service Academy training bringing together the critical tools to help employees and employers manage organizational changes and seek successful solutions in the workplace. The training will provide participants with an understanding of changes in an organization and how to effectively deal with the “culture” shifts to ensure a more productive and happy workforce. The training will also explore decision making and problem solving techniques and the steps to the decision making process that supervisors at all levels can apply in their work environment