Feel free to review this video overview of the program before you continue reading: Video Overview - GMTA Customer Service & Excellence Certification (Beyond Politeness)

What is it?

• This course is about the importance of customer service across all career levels and industries.

• This course is not about politeness, this course is about how customer service is a reflection of integrity and core to quality successful relationships between providers and consumers.

• Often times, the messaging is – “you either have it or you don’t” -or- “it just comes natural”. This course addresses that “it” can be taught to whoever is sincere and willing to learn.

• This course is not just for the Customer Service Department. This course is for all career levels and positions. Whether you are just starting in your career or have been in the workforce for many years. Or if you are getting ready to start your own business.

• This course is not about how to set up your customer service department. It is applicable to how you would train the people that would execute your customer service strategy. You can have a great customer service infrastructure but if you do not have quality people to execute it, then it is useless.

Why it Matters?

• From the Organization’s Perspective: Companies that are thoughtful about customer service and deliver quality service tend to be sustainable, high revenue generating, and more resilient.

• From the Individual’s Perspective: Not only is customer service a differentiator for companies, it is also a tool for individuals to differentiate themselves as professionals for their success.

Why this is important to all of us at GMTA?

• One aspect of our mission and vision is to support in the development and proliferation of socially conscious businesses that deliver quality products and services with integrity. Essential to the success of that is the people in the business. We believe any business that moves with integrity + has a quality product or service + quality customer service will always be successful.

• We have noticed that a lot of owners understand that customer service is important and do have some level of customer service but we noticed that there is a misunderstanding on the importance of personnel with quality customer service skills.

• We are here to fill that gap and provide a resource that can be beneficial to individuals and organizations.

This course is a 4-week training course in customer service and excellence. The course comprises of 2 sessions per week and includes evaluations. The first session of the week is lecture with light discussion and it is between 1.5 to 2 hours. The second session of the week is used for presentations or open discussion and can run between 0.5 hour to 2 hours depending on the week. Participants will receive a certification based on participation and their performance during the evaluations. Evaluations are comprised of a combination of oral and written customer service scenarios that participants will need to pass in order to receive a certificate. Evaluations will be conducted during and outside of the seminars so participants should be prepared to reserve time outside of seminar hours to complete assignments. If you have further questions about the time commitment, feel free to contact us.

Class Size: limited to 15 per cohort to ensure quality discussion and interaction.

Note the timing and schedule for group trainings are structured unique to the organization.

The following are the topics covered:

• DEFINING CUSTOMER SERVICE BEYOND THE STANDARD PERSPECTIVE

• PROFESSIONAL ETHICS & INTEGRITY

• CULTURE

• THOUGHTFUL COMMUNICATION & EMOTIONAL INTELLIGENCE

• VERBAL AND WRITTEN COMMUNICATION

• ADOPTING YOUR OWN AUTHENTIC APPROACH

• HOW CUSTOMER SERVICE CAN ADVANCE YOUR CAREER

Participants receive the following:

• Engaging information, live interactions and thoughtful discussion about quality customer service and excellence

• Guidance on developing an approach unique to the participant -and- the opportunity to practice

• Customer service toolkit

• The opportunity for resume review

• Potential to receive Letter of Recommendation

who IS THIS FOR and who is this NOT FOR:

• This IS FOR you if you are interested to learn that there is more to Customer Service than politeness.

• This IS FOR you if you are interested in learning how adopting comprehensive Customer Service skills can allow you to enhance your professional profile.

• This IS FOR you if you are interested in learning how adopting comprehensive Customer Service skills can allow you to be a high-valued link between customer service and your organization’s business strategy and goals.

• This program IS FOR you if you are thoughtfully interested in investing in your development.

• This IS FOR you if you are interested in learning how adopting comprehensive Customer Service skills can lead to you becoming a high-performing individual within your organization that is hard to replace.

• This IS FOR you if you are interested in learning how adopting comprehensive Customer Service skills can be used to advance your career with or outside of your organization to reach new levels.

• This is NOT FOR you if you do not want more for yourself.

• This is NOT FOR you if you do not want to learn or develop or apply new skills.

• This is NOT FOR you if you do not plan to use the skills learned.

• This is NOT FOR you if you do not like receiving feedback. Note we wrote feedback and not criticism.

• This is NOT FOR you if you do not like to truly assess and review feedback and incorporate the relevant quality parts of feedback that is given to you.

• This is NOT FOR you if you do not plan to be thoughtful about completing the assignments.

• This is NOT FOR you if you do not plan to participate in the sessions.

• This program is NOT FOR you if you are looking to have a quick addition to your resume.

• This program is NOT FOR you if you plan to multitask during the sessions. Part of the skills this course emphasizes is thoughtful listening and quality communications.

What is needed?

• Write and Speak in English: currently this course is only offered in English and we intend to expand our language offerings in time. Please notify us if you would be interested in this course but language is a barrier.

• Internet connectivity & Video Access to Zoom and GoogleMeet: the seminars are currently being offered through Zoom and GoogleMeet

• E-mail account: correspondences are sent through e-mail.

• Possess the following attributes: Positive Attitude, Self-Motivated, Willing to Learn & Grow, Committed to Doing your Best

• Must be respectful of other participants

• It is our intent that everyone feels safe. So there is a zero tolerance for rudeness/hate speech/discriminatory language and content [at our discretion]. Bullying of any kind isn't allowed, and degrading comments about things like race, religion, culture, sexual orientation, gender or identity.

• Recording sessions are not permitted. We think it is important to promote an environment for all participants in the session to speak freely and be in the moment and feel free to be themselves.

• Video is required to be on during each session. We think it is important to be transparent with each other and vulnerable and promote connection as much as possible. Note we understand there may be special circumstances sometimes.

• Materials used in connection with this course may be subject to copyright protection. Materials may include, but are not limited to: documents, slides, images, audio, and video. Materials in this course are only for the use of participants enrolled in this course, for purposes associated with this course, and reproducing, duplicating, modifying or distributing this content without the written permission of Great Minds Think Alike: GMTA, LLC is prohibited.

Pricing: $375 USD

Registration form: see below.

The timing and schedule for group trainings are structured unique to the organization.

Select the button below and complete the form to inquire about a group training for your organization.