Professional Development Pathways (PDP) provides tools, guidance and learning opportunities for employees and supervisors to assist in talent development and career growth. The following is a new professional development certificate available within the PDP program:
Customer Service Skills
This program is designed to improve knowledge and skills associated with building, maintaining, and improving customer service connections and relationships. More than 35 professional development courses are included, focusing on topics such as technology, professional behavior and service-oriented characteristics.
Objectives: Employees completing this certificate will have specialized skills and knowledge to:
- Apply general customer service concepts to specific work-related challenges
- Listen effectively to recognize customer needs
- Respond appropriately to customer needs, frustrations and complaints
- Demonstrate professionalism, courtesy and responsiveness when interacting with customers
- Use customer service skills and techniques to create a customer-focused experience
All courses are currently available, including:
NEW Polishing Your Skills for Excellent Customer Service
NEW Facing Confrontation in Customer Service
NEW Rapport Building in Customer Service
NEW Communicating Effectively with Customers
Understanding Unconscious Bias
NEW Using Active Listening in the Workplace
OHIO Intercultural Competence
NEW Providing Effective Internal Customer Service
NEW Providing Telephone Customer Service
NEW Creating Effective Social Customer Service
NEW Dealing with Customer Service Incidents and Complaints
NEW Designing Customer Service Strategy
NEW Essentials for Anger Management
Clarity and Conciseness in Business Writing
NEW Keeping Business Calls Professional
NEW Making an Impact with Non-verbal Communication
NEW Communicating with Confidence
NEW Controlling Conflict, Stress, and Time in a Customer Service Environment
This professional development opportunity was designed in collaboration with staff and faculty across Ohio University through the Training Advisory Council. If you have taken one or more of these courses as part of another PDP certificate offering in the past, your participation will count toward badging and certificate completion for this certificate.
More information can be found at: https://www.ohio.edu/hr/professional-development/certificates. A list of all courses is available here: https://www.ohio.edu/hr/professional-development/courses.
Please note that PDP certificate programs are solely intended for OHIO faculty and staff. If you are seeking customer service training support for student employees, please contact Michael Greene at firstname.lastname@example.org for additional ideas and resources.
To learn about PDP certificates, and get more information about other tools and resources available through the PDP program, go to the OHIO Professional Development Pathways website.
For non-technical information about the OHIO PDP program, please contact the Employee Service Center at 740-593-1636 or email@example.com. If you have technical issues within Blackboard, please contact the IT Service Desk at 740-593-1222 and identify yourself as a Professional Development Pathways or OHIO PDP program participant.
This communication appeared in the 1/25/21 Ohio Employee News email.