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David Lotker
Chairperson
School of Continuing Education & Professional Development,
Wolfson Campus

Phone: 305-237-3962
email: dlotker@mdc.edu

SERVICE EXCELLENCE PARTNERS

Greater Miami Chamber of Commerce

Greater Miami Convention and Visitors Bureau

West Kendall Business Association

Chamber South

Doral Business Council

Double Tree Hotels

National Association of Black Hotel Owners, Operators & Developers

Center for Financial Training

 

IMPACTING THE CULTURE IN SOUTH FLORIDA l CUSTOMER SERVICE PROGRAMS
A WORD ABOUT WORDS l CONTACT

The Miami Dade College Center for Service Excellence fuels the engine for providing unparalleled customer service in South Florida. Working closely with business and training partners, as well as chambers of commerce and economic development organizations, the Center empowers all tiers of service providers, ranging from pre-employment and entry-level to top management.

IMPACTING THE CULTURE IN SOUTH FLORIDA

Service excellence or lack of it permeates all aspects of life in South Florida. Taxi drivers, grocery store managers, department store clerks, bank presidents, fast-food restaurant cashiers, insurance and real estate agents, auto salespersons, public employees, general contractors and small business owners who answer their own telephones, among hundreds of others, all impact the customer service culture in South Florida. The Center for Service Excellence provides training and education to all tiers of employees, and to all types of employers and industries in South Florida. These tiers include:

PRE-EMPLOYMENT AND ENTRY LEVEL

Individuals in this group will need the basic skills to build a foundation of excellence in customer service. Prior to starting in new positions, or shortly after being hired, employees who are entering fields where contact with the public is important should be exposed to basic communication skills, as well as different types of relationships with customers.

FRONT LINE EMPLOYEES

This is the group which may experience the most “moments of truth” in a company or organization where contact with the public is paramount. Whether in person or on the telephone, the front line employee may be the first point of contact for a potential customer. Employee excellence at this level may determine the success, or failure, of a company or organization. Strengthening the skills of employees in this tier is critical to the culture of customer service excellence.

MID-LEVEL MANAGERS

Managing employees who are responsible for providing excellent customer service is not always easy. Helping employees to recover from negative encounters, creatively resolving customer challenges, creating scripts and scenarios for customer service situations and modeling excellent customer service communication skills are only some of the requirements for mid-level managers in customer service positions.

TOP MANAGEMENT

Whether it’s working as a team with their supervisors to diagnose and re-design the customer service culture of an organization, or individual instruction for specific challenges, the Center for Service Excellence offers seminars and workshops for company presidents, vice-presidents, CEO’s, CFO’s and other top level managers.

CUSTOMER SERVICE EXCELLENCE PROGRAMS

The Center for Service Excellence offers certification programs, courses, seminars and workshops covering service excellence at all levels. They include:

  • Basic Communication Skills
  • Internal and External Customers
  • Managing Differences in Customers
  • Recovering from Negative Encounters
  • Managing the Customer Service Department
  • Analyzing and Changing the Customer Service Culture
  • Organizational Vision and the Customer Service Philosophy
  • Empowerment for Customer Service Excellence
  • Achieve Business Success Through Cross Cultural Communication
  • A Service-Oriented Approach to Business Prospecting
  • Service Excellence: Take your Business to the Next Level
  • Specific Industry Sector Certification:
    • Hospitality
    • Restaurant/Food Service
    • Healthcare

A WORD ABOUT WORDS...

Because excellence in customer service skills is primarily exhibited through language and choice of words, the Center for Service Excellence also offers English as a Second Language and Spanish for Non-native Speakers courses focusing on the terminology used in specific industries. Topics include:

  • Business Writing in English and Spanish
  • Tú versus Usted – Conversational Spanish for the Service Industry
  • Customer Conversations in English and Spanish
  • Service Industry Vocabulary
  • Accent Reduction

Courses may be customized to include a glossary of company-specific terms which will be used in conversational scenarios addressing Customer Service Excellence skills.

 

FOR MORE INFORMATION, PLEASE CALL:

David Lotker, Chairperson
School of Continuing Education & Professional Development
Wolfson Campus
(305) 237-3962

 



Miami Dade College is an equal access equal opportunity institution and does not discriminate on the basis of race, color, marital status, gender, age, religion, national origin or disability.
Contact the Office of Employee Relations/Equal Opportunity Programs/ADA Coordinator at 305.237.2051 for information.