Metro Center offers two new certificate programs: leadership development, customer service
This fall's educational opportunities at the SUNY Oswego
Metro Center are not all targeted to individuals. With businesses and organizations in mind, the center has created two non-credit professional certificate programs, one in Dynamic Customer Service and another in Leadership Development.
"In these economically difficult times, leadership development and customer service are critical factors that can make the difference as to whether a business can survive," Metro Center Director James Jerose said.
To earn a professional certificate, participants must complete five core sessions and one elective session.
The leadership program's core sessions are "Dynamic Leadership Communication," "Creating Organizational Effectiveness by Reducing Conflict," "Building Energized Teams" "The Coaching Way" and "Maximizing Performance at Every Level." This program will run from 9 a.m. to noon Fridays, from Oct. 2 to 30.
The customer service program's core sessions are "A Customer's 'Moment of Truth,'" "Communicating the Customer-Focused Way," "How to Wow Difficult Customers," "Customers: How Can I Connect with Them Better?" and "Creating the Customer Service Star." This program will run from 1 to 4 p.m. Fridays, from Oct. 2 to 30.
The electives are common to both certificate programs: "Creating a Customer-Focused Culture"; "Better Time Management at Work"; and "Customer-Focused Selling." The electives follow the core sessions and will be held Nov. 6 and 13.
"Business retention is critical when customers are often forced to shop based on price rather than value and everyone in the organization must be mindful of customer-supplier relationships," Jerose said. "Every effort must be made to keep customers happy, remind them of the value received, and be appreciative of their business. Customer service training is an essential component to keep these principles top-of-mind in every employee with customer contact so as to prevent any loss of business."