The Merced College Customer Service Academy is designed to empower you with the essential skills needed to effectively work with coworkers and customers. Thousands of employees have participated in this award winning program.

Step up to the challenge of a better way of working and step into a Customer Service Academy class TODAY!

How to Register

Download our registration forms and return to [email protected] or in person to the Business Resource Center. Call 209-386-6733 if you have any questions. View our current course schedule.

***Seats are reserved first come, first served based on completed Registration & Payment Forms submitted***

Courses

Select the individual classes that best meet your needs or take all ten classes and earn a Certificate of Recognition! Each class is only $23 and earns a ½ unit of college credit!

  • Communication in the Workplace

    Communication is a key to customer service success. To best serve both our internal and external customers, we must understand what they want, when they want it, why they want it and what their expectations are. How can we figure all of this out if we aren’t good listeners and communicators? This course covers verbal and nonverbal communication as well as superior listening skills.

  • Customer Service

    Explore key skills and attitudes necessary to effectively meet the customer’s needs. Participants will be introduced to concepts and appropriate techniques for dealing with internal and external customers, enhancing customer satisfaction and ensuring positive communication.

  • Team Building

    If we don’t have it together with our internal customers, that often translates into poor customer service for our external customers. Working as a team can increase productivity, enhance project management, reduce business conflicts and create superior customer service. Learn the “styles” of your co-workers so you can work better together.

  • Foundations of Well-Being in the Workplace

    The Essential Elements and Their Connection to Employee Engagement

    Gain an understanding in the foundations of well-being in the workplace and will explore the relationship between employee well-being and how it ties in with employee engagement,
    productivity, customer service and team work. The practice of gratitude will be explored along with the science behind how it impacts your well-being

  • Values and Ethics

    Ethical behavior affects what happens in the workplace. This course provides the opportunity to evaluate ethical behavior and what’s appropriate and what’s not. A 3-step checklist is
    introduced to help participants in recognizing ethical behavior.

  • Stress Management

    Did you know 1 million Americans call in sick every day because of stress related reasons? This costs organizations money, especially in lowered productivity. This course defines what stress is and how it affects both our employees and the workplace. Causes of stress are identified and dozens of stress management tips and techniques are delivered and practiced.

  • Time Management

    The workplace demands efficiency and productivity. The way we manage our time has an impact on our ability to get things done. Explore time management techniques at work that will help you stay in balance and be more effective in the workplace.

  • Conflict Resolution

    Conflict gets in the way of good business. Explore the causes and impact conflict can have on customer service. Learn strategies and techniques for resolving tough issues and how to turn a difficult customer into a loyal one.

  • Attitude in the Workplace

    Having the right attitude has a positive impact on the workplace and our interactions with our customers. Explore how attitudes at work positively and negatively affect customer
    service, the organization’s image, productivity, and employee retention. Learn how our attitudes impact our well-being and learn strategies on how to adjust your attitude.

  • Unconscious Bias Reduction in the Workplace & Community

    This course investigates the attitudes and behaviors formed around unconscious bias. Unconscious bias affects human understanding and decisions in an implicit manner. Participants will study various forms of bias including gender, racial, and occupational bias. They will look at the influence of diversity, culture and the significance of in group, out group, privilege and equity. Emphasis is placed on creating connection in organizations and communities through research and diverse conversations

2024 Course Schedule

Face-to-face classes are taught from 1:00pm-5:00pm at the Merced College Business Resource Center, 630 W. 19th Street in downtown Merced. All online classes are self-paced and easy to navigate on Canvas, Merced College’s online platform. Participants have two weeks to complete each online class.

Course Mode Date
Communication in the Workplace
MGMT 50D-99201
Face-to-face January 18 & 25
Communication in the Workplace
MGMT 50D-92812
Online January 18 – February 1
Customer Service
MGMT 50H-99222
Face-to-face February 22 & 29
Customer Service
MGMT 50H-92822
Online February 22 – March 7
Team Building ($2-Assessment Fee)
MGMT 50F-99204
Face-to-face March 21 & 28
Team Building ($2-Assessment Fee)
MGMT 50F-92804
Online March 21 – April 11
Foundations of Well-Being in the Workplace
MGMT 52W-99214
Face-to-face April 18 & 25
Foundations of Well-Being in the Workplace
MGMT 52W-92814
Online April 18 – May 2
Values and Ethics
MGMT 50B-99205
Face-to-Face May 9 & 16
Values and Ethics
MGMT 50B-92805
Online May 9 – 23
Stress Management
MGMT 51G-99845
Face-to-Face June 20 & 27
Stress Management
MGMT 51G-92845
Online June 20 – July 11
Time Management
MGMT 50C-99843
Face-to-Face July 18 & 25
Time Management
MGMT 50C-92843
Online July 18 – August 1
Conflict Resolution
MGMT 51F-TBA
Face-to-face August 22 & 29
Conflict Resolution
MGMT 51F-TBA
Online August 22 – September 5
Unconscious Bias Reduction in the Workplace & Community
MGMT 50U-TBA
Face-to-face September 19 & 26
Unconscious Bias Reduction in the Workplace & Community
MGMT 50U-TBA
Online September 19 – October 3
Attitude in the Workplace
MGMT 50I-TBA
Face-to-face October 24 & 31
Attitude in the Workplace
MGMT 50I-TBA
Online October 24 – November 7

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