Monday, February 6, 2012

Thirty-one Ferrum College Dining Services Employees Complete Recent Customer Service Training

Thirty-one Ferrum College Dining Services employees recently completed the second in a series of six customer service training classes, which give them valuable insight into how to "WOW" their customers.
In an attempt to be competitive in today’s market even a college cafeteria has to go above and beyond.  That’s how Ferrum College Assistant Director of Dining Services Mike Ferguson ’81 sees it.

“We can’t just be service thinkers, we must also be customer service providers.  We try very hard to keep our staff updated on the latest trends because the majority see themselves as ordinary people,” said Ferguson.  “When we put them through a customer service training class they come to realize that they are extraordinary people.”

Thirty-one members of the Ferrum College dining hall staff recently completed the second in a series of six classes in the “Customer Service for Dummies” training series.  “Although that title doesn’t seem inviting, the classes offer vital and professional information that’s broken down in simple terms,” said Ferguson. “Students gain valuable insight about how to “WOW” the customer.”

Taught by Ferguson and Dining Services Office Manager Kim Allen, the series of customer service training classes is offered twice yearly in the spring and in the fall. While taking the classes is not required of dining services employees, it is strongly encouraged. After completing the series of training classes, each staff member must complete a written exam and receives a certificate.

“The benefits of completing all six classes is being able to totally understand a customer’s concern when they’re unhappy with your service and know how to effectively resolve the issue with or without upper management,” Ferguson concluded.

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