Terra Community College
Fall 2008

CUSTOMER SERVICE AND RELATIONS

Thursday, October 23, 2008
8:30 AM – 12:30 PM                                           
$69.00

The participants will identify challenges with customer service.
Specific, practical methods for dealing with each challenge will be discussed.
What affects our professional or unprofessional responses?
Individuals will identify causes unprofessional responses.
Methods for avoiding each cause and reducing the negative result will be discussed.
What makes a difference in the way we treat our internal and external customers?
The four basic needs of your customers and how to meet them
What to do with Customer Complaints - the constant complainer and reasonable one
How to say "no" when you have to, without making the situation worse
Handling conflictive situations 
Attendees will practice with realistic situations throughout the training session.

FRONTLINE SUPERVISOR TRAINING
Avoiding Sexual Harassment and Hostile Work Environments

Friday, November 14, 2008                
8:30 – 11:30 AM                                  
$59.00

Equal Employment Opportunities Commission definitions and explanations
What are the costs of sexual and other harassment to the organization?
Determine if your behavior is unwanted with a few questions.
Is false reporting very likely?
Types of illegal harassment
When you go to court, here is how the jury and judge may look at the evidence.
Steps to discourage harassment
Procedure for a complaint