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Merced College instructor Jonae Pistoresi was honored at the California Community Colleges 12th Annual Economic Development Conference March 12, 2001 for her Customer Services Academy, a program now receiving statewide recognition.

During the joint conference, the Economic Development Network (Ed>Net) and California Community College Association of Occupational Education (CCCAOE) bestowed the prestigious Faculty Award upon Pistoresi.

The Faculty Award is given to dedicated individuals who have shown exceptional commitment to advancing the program’s mission of California’s economic growth through quality education and services focusing on continuous workforce improvement, technology deployment, and business development.

"This is a very prestigious award for Merced College and I’m honored to be the recipient of it," said Pistoresi.

Merced College President Dr. Benjamin T. Duran said, "We are proud of the recognition that Jonae has received, but we also acknowledge that this award was well-deserved because of her hard work and the vision she has brought to the Customer Service Academy. Her efforts are a prime example of what dedicated community college faculty can contribute to the community when they make the connection that brings the private sector and the community college together to better serve the public."

Robert "Vince" Vincelette, Director of the Merced College workplace Learning Resource Center (WpLRC), who submitted the nomination to ED>Net on Pistoresi’s behalf, commented, "She exhibits the highest degree of exemplary personal characteristics necessary to plan and develop a project such as the Customer Service Academy, possessing an inexhaustible level of tenacity, energy, enthusiasm, professionalism, and communication skills necessary to bring a project like this to successful reality."

After receiving her award, Pistoresi conducted an overview of the Customer Service Academy during a breakout session at the conference. Participants were so enthused over the concept of her program they requested that Pistoresi conduct training seminars so they could establish similar programs on their respective campuses.

"The response from the campuses around the state has been incredible," said Pistoresi. "I recently conducted a "Train the Trainer" seminar in San Diego in which 27 community colleges participated and a similar seminar in San Jose in which 25 campuses participated. That’s half the community colleges in California. Merced College is leading the way in delivering cutting edge customer service training and the other campuses are recognizing that this is a valuable resource for them to offer to their own communities."

During the seminars, Pistoresi shared her curriculum, techniques and logistics for marketing the Academy with the participating campuses.

In the 15 months since its inauguration, the Customer Service Academy has exploded from two academies serving 40 people a month in the Merced Community College District to 25 academies serving almost 400 people a month.

Working through the Merced College Workplace Learning Center, the Customer Service Academy has partnered with the Merced, Atwater and Chowchilla Chambers of Commerce and various businesses such as Foster Farms, Merced Mall, Golden Valley Health Centers, and the cities of Merced and Los Banos in the Merced College District to offer classes to their employees.

"Consumers have become much more sophisticated and discriminating when it concerns their pocketbook, and are now demanding their rights to better service, and justifiably so," said Pistoresi. "Businesses realize they need to offer quality service in order to maintain and benefit their customers, or their customers will go elsewhere."

To meet the demands of their customers, the Academy offers a variety of classes to fit the needs of businesses. Classes include Customer Service, Attitude in the Workplace, Communication, Values and Ethics, Conflict Management, Stress Management, Time Management, Team Building, Managing Change, and Decision Making and Problem Solving. The courses are a combination of lectures, discussions, assessments and practical workplace-related learning activities.

When asked why she thinks the Customer Service Academy has been so successful, Pistoresi stated that the flexibility and topics the program offers appeal to a wide range of businesses and organizations, from health care to manufacturing to retail. Affordability is also an appealing factor. Each class costs $5.50 and the participant also earns _ unit of college credit.

"It’s a win-win situation for everyone," said Pistoresi.

For more information, call Jonae Pistoresi at 384-6051.