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Tag Archive for: soft skills

Training for Administrative Professionals

Training for Administrative Professionals

CCWA is committed to the development of administrative professionals. Having coordinated workshops and events for more than 30 years, CCWA remains at the forefront of providing effective training programs for those who serve in these integral roles throughout the Greater Richmond region.

Contact us for more information at help@ccwa.vccs.edu or by phone at 804-523-2292.

Do your frontline employees consistently give your customers more than they are expecting?

Do your frontline employees consistently give your customers more than they are expecting?

Frontline employees deal with challenging issues and interact directly with customers daily—whether on the phone, face-to-face, email, or social media.  The ability to provide excellent customer service is a result of learning and applying a combination of skills, such as communication, problem solving, listening, phone etiquette, choosing the correct words, asking questions, building confidence with difficult customers, to name a few.

In their book, Raving Fans, Ken Blanchard and Sheldon Bowls, write that “raving fans” will share with friends and coworkers about your service, instead of being merely satisfied and telling no one or broadcasting poor service over social media.

Did you know that it costs more to attract new customers than it does to maintain a relationship with current customers? A two percent increase in customer retention has the same effect as decreasing costs by 10 percent. (Leading on the Edge of Chaos, Emmet & Mark Murphy)

96% of unhappy customers do not complain; however, 91% of those same customers will leave and will not come back, not because of the quality of the product, but because they did not like the way they were treated.

Skills, Knowledge, and Attitude

Nothing substitutes for knowledge of your organization and its products and services, except maybe for displaying a winning attitude and honing your customer service skills. These three qualities—Knowledge, Skills, and Attitude–work together to keep your customers coming back. They also build teamwork among your company’s internal customers. When employees work together well, external customers notice, which, in turn, contributes to customer loyalty and the bottom line.

Training Makes a Difference

Investing in employee customer service training is key to providing your customers with a stellar experience. Putting an extra effort into customer service may give companies a competitive advantage. With products and services becoming more and more similar, customer service is one of the few ways in which an organization can differentiate itself and stand out.

The Community College Workforce Alliance’s (CCWA’s) training can help you and your employees create best practices that will improve both customer and employee satisfaction. CCWA’s Customer Service Academy provides an updated Building Blocks for Excellent Customer Service program that will help your team learn new and better ways to deliver excellence to your customers.

Upgrade to a Certification

CCWA has partnered with the National Retail Federation (NRF) and created the added option of obtaining a Customer Service & Sales certification once the training is completed. This certification confirms that your customer service professionals are knowledgeable with winning attitudes and enhanced skills. This credential will help the employees advance in their careers and contribute to the quality of the customer experience.

A recognized certification will help your employees stand out and will put your organization ahead of competitors.

Remember that customer service is everybody’s business! Set a goal today to make certain that your staff is making every client connection a positive one.

CCWA is here to help you raise the bar and become more customer service-centered. Our bench of highly motivated instructors is ready to help your team provide excellent customer service that will keep your customers coming back!

Joyce Lapsley
Client Solutions Manager
Corporate Training & Consulting
804-706-5180
jlapsley@ccwa.vccs.edu

Have a slice of CCWA – courses just-in-time

Have a slice of CCWA – courses just-in-time

Slice out a little time this fall for upgrading your skills at the Community College Workforce Alliance (CCWA). We have a holiday menu of our own full of “just-in-time” courses and certification programs. From leadership courses to perfecting your Microsoft Excel projects, wrap up 2015 on the next level.

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Your Most Engaged Employees Are Outnumbered

Your Most Engaged Employees Are Outnumbered

You may have heard the statistic that over half of the working U.S. population is not engaged at work. You probably know who those unengaged workers are in your company. Do you know what to do about them?

The percent of engaged employees rose from 2013 to 2014 (see chart below) to its highest level since 2000 when Gallup first began measuring employee engagement. However, 31.5 percent is less than one third of your employees who are passionate about their work and committed to your company’s mission and purpose.

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Workplace Assessments: Measuring for Success

Workplace Assessments: Measuring for Success

Skill and technical competency are important success factors in any role; however, today many employers are telling us, “Give me someone with the right attitude and work ethic, and I can train them to do the job.”

Business magnate and Virgin Group founder Richard Branson writes, “There is nothing more important for a business than hiring the right team. If you get the perfect mix of people working for your company, you have a far greater chance of success.”

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Are there gaps in your workforce plan?

Are there gaps in your workforce plan?

Proactive talent management helps organizations close the skills gap and execute on business strategy. A survey by the Association for Talent Development found that “lower productivity and lower efficiency top the list of business impacts of the skills gap, followed by missed opportunities for the organization.” It is important to note, too, that it’s not just the technical skills that are needed. Many employers cite soft skills such as critical thinking, effective communication, and creative problem solving as critical to growing their businesses.

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