Customer Service
A seven-month program with open enrollment dates.
The training is designed to effectively prepare the person with skills necessary to be employed in the customer service field.
The curriculum has two modules: academics and switchboard usage; and computer training and workplace readiness.
In the first module, the trainee is taught the following: functional use of military time; knowledge of the six major time zones within the U.S., the states within each time zone, and skills to convert between zones; locations of states within geographical and political regions; and lessons in cultural differences.
The module on switchboard usage covers general telephone etiquette and techniques. First, basic communication skills are covered to help the trainee make the most of telephone conversations by avoiding miscommunication. Then, trainees learn telephone etiquette for different situations while familiarizing themselves with various types of telephone equipment. The telephone system module ends with practical experience on the LWSB main switchboard and night-time switchboard.
The customer service exercises prepare trainees to provide exceptional service by providing hints and tips for maintaining a positive and helpful attitude. This module of training also offers advice for handling difficult situations such as delivering unwelcome information to a customer and dealing with unsatisfied customers.
The final training module consists of computer training in Microsoft Windows with Microsoft Office products. Computer training is accomplished with the use of assistive technology such as screen-reading programs and magnification programs, depending on the trainee’s vision needs.
In the computer training module, trainees have the opportunity to test for their Microsoft Office Specialist (MOS) certification in Microsoft Word 2002, Microsoft Word Expert 2002, Microsoft Excel 2002, Microsoft Excel Expert 2002, Microsoft Access 2002, Microsoft Outlook 2002, and Microsoft PowerPoint 2002.
Qualifications:
- Ability to type 35 wpm required, with 45 wpm preferred
- 12th grade spelling level
- Ability to pass two math tests with 90 percent grade
- Print reading speed of 100 wpm or Braille reading speed of 60 wpm (with at least 80 percent comprehension)
- Braille writer speed of 20 wpm (if Braille user)
- Pass a computer literacy inventory test
- Participate in job shadowing of customer service jobs
- Superior knowledge of adaptive techniques -- able to function in whatever adaptive environment necessary without assistance
- Wonderlic test score of 17 or above
- Ability to use a 10-key keypad at 100 key strokes per minute
- Pass an evaluation on the switchboard
- Demonstrate an ability to handle stressful situations
